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(共15张PPT)
Unit 9 How can I serve you better
Period 3 Extended Activities
Warm-up
A
B
What factors will influence the result of after-sales service
In what kind of situation will a customer’s request be refused
Discuss in groups and share your ideas!
Listening
Read the form and learn new expressions.
New expressions:
date of purchase 购买日期
damage 损坏
battery 电池
coating 涂层
demand 诉求
Listening
Listen to the audio and catch the topic.
Listen again and take notes.
10 months ago
√
lasts for less than 4 hours, turns off automatically with 30% battery
3 months ago
broken
√
√
√
Customer A:
My father bought this smart phone for me 10 months ago as a birthday present. It worked well at first, but over the last six months, something has gone wrong with the battery. It used to work for a whole day if fully charged, but now it lasts for less than four hours. And when the battery reaches 30%, it turns off automatically. It has caused me a lot of inconvenience, so I would like a free battery replacement.
Customer B:
I bought this mobile phone three months ago. It’s really nice, and I like it very much. However, I accidentally dropped it on the ground yesterday, and the screen is now broken. I went to a maintenance shop, and was told that a new screen would cost 600 yuan! That’s too much—as a student I can’t afford it. I have the receipt, and I presume the phone is still under warranty. So I hope you will be able to replace the cracked screen with a new one for me.
Listening
Read and underline keywords.
Listen and imitate.
Retell the information using your own words.
Reading
date of purchase
problem
receipt
maintenance fee
Group discussion: What factors should be considered in after-sales service
After-sales
service
……
Reading
Student A
Read the warranty policy.
Student B
Fill in blanks of the chart.
Pair work
Ask & Answer Qs
Warranty Policy
The new phone and its accessoriesare covered by a seven-day unconditionalrefund guarantee.Free repair or replacementis available for one year from the date ofpurchase.
Certain maintenance costs will becharged after the warranty period.
This warranty does not apply to productswhich are not from our company,or to anydamage caused by accident or misuse.
*Please keep the receipt for your records.
Reading
参考译文
保修政策
新手机及其附件均享受七天无条件退款。自购买之日起一年内，可享受免费维修和替换。保修期过后，将收取一定的维修费用。
本保修条例不适用于非本公司的产品，或因意外、不当使用造成的损坏。
*请妥善保管您的发票。
Reading
unconditional refund
free repair/
replacement
products not from our company
damage caused by accident/ misuse
warranty period
Check your answers in the chart.
Discussion
Step 1
Step 2
Step 3
Compare customers’ demands and warranty policy.
Discuss and decide which customer’s demand can be met.
Prepare a short presentation.
Discussion
Presentation format
Make your choice and give your reasons.
Discussion
参考答案
A sample reply to Customer A
I'm very sorry about the inconvenience that our product caused to you.Since you have used the phone for less than one year,and it's still underwarranty,so we're glad to offer you a free replacement of the battery.Pleasebring your phone and the receipt to our maintenance shop,our colleague therewill solve the problem as soon as possible.
A sample reply to Customer B
I'm sorry to inform you that a free replacement of the cracked screen is notavailable in your case. According to your description, the screen was broken byaccident, which is not covered in our warranty. But we're able to offer you aspecial student discount reducing the replacement fee to 400 yuan.
Summary
A
What topic do we learn today
B
What are the new words and expressions
C
What must be considered before offering after-sales service
D
What are the key components of a warranty policy
E
How to decide whether a customer’s demands should be met
Homework
Imagine you are the Customer Service receptionist. Turn your oral presentation into a written reply to both customers.
Share with your classmates.
Content:
Does he/she give reasonable feedback
Does he/she provide proper solutions
Language:
Does he/she use politeness markers
Does he/she explain clearly
Marking criteria
谢谢观看
Thank you

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