资源简介

(共33张PPT)
Reading &Writing
基础模块3
Unit 4 Customer Service
高等教育出版社
CUSTOMEERSERVICE
Learning objectives
To learn words and phrases to reply a complaint.
To get the clear procedures to reply a complaint letter and write one.
To understand and accept the different complaints between Chinese and English.
Knowledge objectives
Ability objectives
Emotional objectives
CUSTOMERSERVICE
CONTENTS
目录
01
Warming up
03
Writing
02
Reading
04
Homework
Warming up
01
PART
Unit 4 Customer Service
Warming up
More ways to make a complaint.
Warming up
make and deal with a complaint
The staff The customer
How can I help
I’m sorry for the inconvenience caused.
What’s the problem
Would you please show me your receipt so that we can check whether it is still under guarantee
We can’t refund it. But we’ve exchanged a new ...for you. Is that OK
Thanks for your patience.
Excuse me, I’d like to make a complaint.
I am calling about...
It seems to have a problem now.It always has a black screen.
I’d like to have this ...refunded.
make a telephone call
set an email
go to the shop (face to face)
Warming up
More ways to make a complaint.
Task9 Discuss and answer.
What will you do in the following situations
1) You received incorrectly delivered goods.
2) The delivery of your order is delayed.
3) The delivery man placed a wrong address sheet on your package.
小组讨论，回答问题。
v.投递；递送
n.投递；递送
V.延迟
n.单子
Reading
02
PART
Unit 4 Customer Service
Task10 Read and choose.
A. Making a complaint.
B. Dealing with customer’s complaint.
C. Discussing business with the customer.
D. Expressing thanks.
阅读信件，选择合适的主题。
What is the letter for
Task10 Read and choose.
阅读信件，选择合适的主题。
Thomas R. Smith
ABC Co. 3489 Green Ave.
Olympia, WA 98502
Dear Mr Smith,
Thank you for your trust in our company. I’ve read your email about the leaflets incorrectly delivered to your company. I’d like to express our sincere apology for the inconvenience due to our carelessness.
It happened that there was another company who ordered similar leaflets in the same district as your company. The staff who was in charge of the delivery put the wrong address sheet on the package and thus caused the problem.
Task10 Read and choose.
阅读信件，选择合适的主题
Since we have been partners for so long, we’ll try our best to work out a better solution for you. We’ll arrange for a second delivery as quickly as possible and make sure you receive the right leaflets tomorrow. As for the wrong leaflets, our delivery man will get the package back from your company when he makes the delivery tomorrow.
As you mentioned in your letter, delayed delivery will cause loss to your business. Even though you didn’t express such a request, we will reduce the price of the leaflets by 15%. To express our sincerity, we promise to give you a 5% discount for all the leaflets we may make for you in the future.
Sorry again for all the trouble. Hope you will support our company as before.
Best wishes!
Sincerely,
Richard Brown
Task10 Read and choose.
A. Making a complaint.
B. Dealing with customer’s complaint.
C. Discussing business with the customer.
D. Expressing thanks.
阅读信件，选择合适的主题。
What is the letter for
TIPS
回复投诉信时，首先要感谢对方的关注，表达歉意；其次对顾客的诉求要——回应，并提出有效的解决方案。
Task11 Read and complete.
细读信件，完成对投诉及解决方案的梳理。
Problem:
Cause:
Solution:
Staff on the package.
1) Send the right leaflets.
2) .
3) for future orders.
.
leaflets delivered incorrectly
placed the wrong address sheet
Reduce the price of the leaflets by 15%
A 5% discount
Language points analysis：
I’ve read your email about the leaflets incorrectly delivered to your company.
1.leaflet n.传单；宣传册
E.g:A leaflet has been sent to every middle school in the country.
已经向全国每一所中学发放了传单。
2.deliver v.投递；递送
E.g:They always deliver goods on time.
他们总是能按时交货。
delivery n.投递；递送
E.g:I got a delivery of fresh eggs this morning.
我今天早晨收到了送来的新鲜鸡蛋。
Language points analysis：
I’d like to express our sincere apology for the inconvenience due to our carelessness.
4. apology n.道歉；认错
E.g:I didn't get an apology. 没人向我道歉。
3.sincere adj.真诚的；诚恳的
E.g:He accepted her apologies as sincere.
他接受了她真诚的道歉。
sincerity n.真诚；诚挚
I was impressed with his deep sincerity.
他为人至诚，给我留下了深刻印象。
express/make an apology to sb for sth
因某事向某人道歉
5. due to 因为，由于
E.g:Errors may have been made due to his carelessness.
错误可能是由于他的粗心而产生的。
Language points analysis：
It happened that there was another company who ordered similar leaflets in the same district as your company. The staff who was in charge of the delivery put the wrong address sheet on the package and thus caused the problem.
7.in charge of 负责
E.g:He was placed in charge of the department .
他受命主管这个部门。
6.It happened that... 碰巧... (It 是形式主语，真正的主语是that 引导的主语从句)
E.g:It happened that dogs can refuse to fight from the very start.
在最开始的时候，会发生狗拒绝打架的事情。
Language points analysis：
Since we have been partners for so long, we’ll try our best to work out a better solution for you.
9.try one’s best to do sth
尽某人最大努力做某事
E.g:I am trying my best to improve my English.
我正在尽力提高我的英语。
8.since引导原因状语从句
E.g:Since you are free today,you had better have a good rest.
既然今天有空，你最好好好休息一下。
Language points analysis：
We’ll arrange for a second delivery as quickly as possible and make sure you receive the right leaflets tomorrow.
11.make sure 确保，确定
E.g:Please make sure you understand this point .
务请你们体谅这一点。
10.arrange v.安排；计划
E.g: Can you arrange a tour for my wife and I to see the places of interest in the world.
你能安排我和我妻子去参观全球的名胜吗
Language points analysis：
As you mentioned in your letter, delayed delivery will cause loss to your business.
13.delay v.延迟，推迟，延期
E.g:The delay is due to the shortage of hands .
事情耽搁下来是由于人手不足。
12.mention v.提及，提到
E.g:Now that you mention it , I do remember .
你这样一说，我想起来了。
14.cause lose to 给...造成损失
E.g:This accident caused great lose to the company.
这次事故给公司造成了巨大的损失
Language points analysis：
Even though you didn’t express such a request, we will reduce the price of the leaflets by 15%.
16.request n.请求；要求
E.g:Divide into groups and use role-play to practise making your request.
通过分组角色扮演来练习提出要求。
15.even though 引导让步状语从句
E.g:We must not let up , even though we are winning .
我们即使快赢了也决不可松劲。
17.reduce...by... 减少...
E.g:The price of this medicine has been reduced by half.
此种药品的价格降到原来的一半。
Task12 Read and tick.
再读信件，根据其内容推测并勾选 Mr Smith的来信内容。
1) I hope you will send the right leaflets tomorrow.
2) We were surprised to find the leaflets were not
ours when we opened the package.
3) Your staff must have made a mistake about the
address.
4) Even if you can send us the right leaflets
tomorrow, the delay will cause us a big loss.
5) I hope you can reduce the price a bit to make
up for the loss.
6) We hope you can give us some discount for
future orders.
Summary:
How to write a complaint letter
describe the problem
express dissatisfaction
make a request
Task13 Discuss and compare.
对比中西方投诉信表述逻辑的差异，分析差异反映了什么不同思维。
总经理先生:
您好!
作为贵公司产品的忠实用户，我对贵公司的产品质量及良好信誉充满信心。故而我一向选用贵公司的产品。今年8月12号，我在XX购买了一台贵公司的智能音响。谁知一个月后，就出现了开机没有声音的情况。我在9月22号来到贵公司售后服务书上的维修地址，服务小姐的态度实在很差，我因要出差，想请中心尽快修理，结果遭到一口回绝。原因是他们要过中秋节，要一周后才能来取。谁知一周后来取时，发现维修十分粗劣，连后面的螺丝都没有合好。
此刻我十分不满意贵公司特约维修中心的服务，也不想再送我的音响到该维修中心去受苦了。我不明白贵公司对于特约维修中心敷衍顾客、损害顾客的利益有什么处罚措施。总经理先生，这样的维修中心及服务只有损害贵公司的形象和信誉。作为贵公司的忠实用户，我还是推荐贵公司: 善于选择维修中心，确保售后服务。
总经理先生，我一向留意呵护这台音响，如今惨遭此“不幸”，我有点“痛心疾首”，我恳请贵公司将处理结果函告本人。谢谢！
顺祝:商祺!
XXX
20xx年XX月XX日
Writing
03
PART
Unit 4 Customer Service
Task14Read and describe.
看图，根据图片提示，描述Mary投诉的经历。
They sent out my goods on August 1, which were expected to arrive 1) .
in three days
Task14Read and describe.
看图，根据图片提示，描述Mary投诉的经历。
However, my goods were 2)__________
for 3)　　 　　days. When I opened the box, I found some of the apples were 4) .
delayed
eleven
damaged
Task14Read and describe.
看图，根据图片提示，描述Mary投诉的经历。
I telephoned to 5)________________________.
The shop decided to 6)__________________
_____________________________and give me 7)_____________________for future orders.
make a complaint
send me
a 15% discount
another box of apples
Summary:
reply to a complaint letter
explain the cause
express sincere apology
propose solution
put forward expectations
to solve the problem
to solid long-term cooperation
Task15 Write and practice.
假设你是店里的员工，根据活动14的投诉，回复一封电子邮件。
Dear Madame,
First of all, I want to express___________________________________________________, even if it was due to the bad weather. As you mentioned on the phone, some apples___________________,so_____________________________________________
___________. And we promise to________________________________________________
Hope you will support us as always.
Yours sincerely
　　　 .
our sincere apology for the delayed delivery
were damaged
we decided to send you another box of
give you a 15% discount for future orders
XXX
apples
Homework
04
PART
Unit 4 Customer Service
Homework
Remember the useful words and expressions in the period.
Grasp the key sentences and procedures to reply a complaint.
Write a letter to complain your actual after-sale problem.
Unit 4 Customer Service
高等教育出版社
CUSTOMEERSERVICE
Thank you for attention.
基础模块3

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