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(共17张PPT)
Unit 9 How can I serve you better
Period 2 Reading & Writing
Warm-up
What after-sales problem did Alex meet
How would he contact customer services
Talk about Alex’s shopping experience.
What did he buy
Any other ways to contact the customer services
phone call
laptop
complaint letter
crash
Pre-reading
install a program
malfunction
hotline
ask for a refund
Read the words and expressions. Guess what the text is about.
安装程序
（机器的）故障
热线
技术人员
要求退款
regarding
technician
关于
While-reading
1. Skim the letter and check your prediction.
2. Scan the letter and answer the questions:
Why does Alex write the letter
What solutions does Alex expect
While-reading
3. Listen to the audio and pay attention to the pronunciation of certain words, intonation and pace.
While-reading
1. Read and figure out its text type and language features:
Text type: ________________
Language features:
formal / informal
long / short sentences
simple / complicated (复杂的） language
Polite / casual (随意的）words
2. Read and Learn new expressions.
complaint letter
While-reading
Complete the letter with the sentence or expressions in the box.
A
C
B
C. express our sincere apology
B. the best products and service for our customers
A. On behalf of our customer services,
Discuss and share:
What do you think of Sarah’s response Is it appropriate
While-reading
参考译文
亲爱的亚历克斯：
我对于手提电脑的故障深感抱歉。我会在三天内派一名技术人员到您家处理问题。我谨代表我们的售后服务团队，为没能接到您之前打来的电话表示诚挚的歉意。
我们公司致力于为顾客提供最好的产品和服务，并为您使用我们产品时的不良体验致歉。
售后服务代表
萨拉
While-reading
Read the email and answer the questions:
Why does Sarah write the email
What does Sarah enclose with the email
While-reading
参考答案
1.She writes this email to track the customer services and make up for theinconvenience they caused.
2.She encloses five coupons with the email.
参考译文
亲爱的亚历克斯：
我写信是想知道您的手提电脑现在是否能正常工作了。我们的技术人员哈雷先生昨天去您家里检查了电脑。据他反馈，一个错误的程序导致了故障，他已经修复了电脑。
如果您有其他疑问，请不要犹豫，尽管与我们联系。我们很乐意随时为您提供专业建议和全力支持。
随信附赠五张优惠券以弥补我们给您造成的不便。我们会不断努力改进服务并提高客户满意度。
您真诚的，
萨拉
While-reading
Read the NOTES and think about “How to deal with a complaint letter properly”
Notes
售后服务人员接到投诉后应及时作出反馈，并跟进售后服务进程。与顾客联系时要态度诚恳、措辞谨慎，必要时可以提供适当 补偿。
Post-reading
Discuss in groups:
Structure: How will the email be organized
Content: What kind of information should be included
Language: What kind of language should be used Formal or informal Polite or casual
Write an email to deal with customer complaints.
Activity time:
write an email in response to customer complaints
Post-reading
Marking criteria
1. Structure: organized & logical
2. Content: include apologies, solutions, compensation, etc.
3. Language: formal & polite
From: Customer Service
To:__________
Subject: after-sales problem
Dear _________,
Thank you for contacting us, I am very sorry about the _______________________. On behalf of our company, I would like to apologize for ________________.
We will _______________________ as soon as possible and provide ______________ as compensations.
Our company will constantly improve ___________ and offer the best ______________ to our customers.
Yours sincerely,
_______________
Sample email
Activity time:
write an email in response to customer complaints
Summary
A
What topic do we learn today
B
What are the new words and expressions
C
What type of text do you read
D
What is the characteristics of a complaint letter
E
How to deal with a complaint letter properly
Homework
Polish or rewrite your email according to classmates’ and teacher’s feedback.
Writing
谢谢观看
Thank you

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