英语基础模块3Unit 4 Customer Service完美版ppt课件

这是一份英语基础模块3Unit 4 Customer Service完美版ppt课件，共31页。PPT课件主要包含了Warming up，PART，Listening，Speaking，Homework等内容，欢迎下载使用。
Learning bjectives
T master the expressins t make and deal with a cmplaint.
T be able t make and deal with a cmplaint in different situatins.
T develp a sense f service and adhere t prfessinal principles.
Knwledge bjectives
Ability bjectives
Emtinal bjectives
CUSTOMERSERVICE
Unit 4 Custmer Service
What after-sale prblems have yu had in yur life?
What after-sale prblems des the lady have?
The cuch was nt built the same.
There are scratches and stains n the dining table.
The carpet was wrng clr.
Replace all the damaged items and the wrng carpet.
Task1 Lk and match.
A. The dish is t salty.
B. It is the wrng size.
C. There is smething wrng with the mbile phne battery.
D. There is n ht water again.
将下列投诉与图片相匹配。
Task2 Think and tick.
A. We are srry fr any incnvenience caused.
B. I’d like t have my mbile phne repaired.
C. Excuse me, I wuld like t make a cmplaint.
D.I’m calling t cmplain abut the terrible service yu prvided at the restaurant.
思考并勾选出投诉时会用到的语句。
have sth dne 使得某物被...
The dish is t salty.It is the wrng size.There is smething wrng with the mbile phne battery.There is n ht water again.I’d like t have my mbile phne repaired.
The dish is t is the wrng is smething wrng with is n ’d like t have ... repaired.Excuse me, I’d like t make a cmplaint.I am calling t cmplain abut...
Task3 Listen and chse.
A.have the screen f his mbile phne checked
B. get his repaired mbile phne
C. have the battery f his mbile phne exchanged
D.have his mbile phne repaired
听录音，判断Tim去售后服务中心的目的。
Tim went t the service center t________.
TIPS适当记录提炼重点组织信息
Task4 Listen and tick.
再听录音，勾选下面的手机维修记录。
Task5 Listen and cmplete.
再听录音，完成对Tim经历的描述。
Tim went t the service center t have his 1)__________________repaired yesterday. He just bught the phne several 2)_________ag, but nw the battery can’t be 3)_____________prperly. The staff 4)　　 　　 the battery and expressed aplgy fr the incnvenience caused. Since the mbile phne was still under 5)　　 　　, the service center finally exchanged the battery f the mbile phne fr Tim.
Staff: Gd mrning! Hw can I help yu, sir?Tim Brwn: I’d like t have the mbile phne repaired. I bught it several mnths ag, but it seems t have a prblem with the battery.Staff: What’s the prblem?Tim Brwn: It wn’t charge prperly. Even if I charge it fr a whle night, there is still very little pwer.Staff: When did yu buy this cell phne, sir?Tim Brwn: I bught it three mnths ag. Staff: I’m s srry fr the incnvenience caused. Wuld yu please shw me yur receipt s that we can check whether it is still under guarantee?Tim Brwn: OK. Here yu are.Staff: We’ll get yur cell phne checked in n time. Please wait a minute.(After half an hur)Staff: Thanks fr yur patience. We’ve exchanged the battery fr yu. Tim Brwn: Thank yu.Staff: It is my pleasure. Please check the phne and sign yur name here.
Task6 Listen, read and underline.
听录音并跟读，标出有关投诉及回应的语句。
Staff: Gd afternn! What can I d fr yu, sir?Tim Brwn: I’d like t have this sprts watch refunded. I just bught it, but it seems t have a prblem nw. Staff: What’s the prblem? Tim Brwn: It always has a blank screen. Even if I charge it fr a whle night, it still desn’t wrk. Staff: When did yu buy this sprts watch?Tim Brwn: I bught it last week. Staff: I’m s srry fr the incnvenience caused. Wuld yu please shw me yur receipt s that we can check whether it is still under guarantee?Tim Brwn: OK. Here yu are. Staff: We’ll get yur sprts watch checked immediately. Please wait a minute.(After a while) Staff: Thanks fr yur patience. Srry, we can’t refund it. But we’ve exchanged a new sprts watch fr yu. Is that OK?Tim Brwn: It’s OK. Thank yu. Staff: It’s my pleasure. Please check the watch and sign yur name here.
Staff: Gd afternn! What can I d fr yu, sir?Tim Brwn: I’d like t have this sprts watch refunded. I just bught it, but it seems t have a prblem nw. Staff: What’s the prblem? Tim Brwn: It always has a blank screen. Even if I charge it fr a whle night, it still desn’t wrk. Staff: When did yu buy this sprts watch?Tim Brwn: I bught it last week.
1.refund vt.退还；归还
e.g: We shuld refund all t the dissatisfied custmers. 顾客如不满意，可以全额退款。
2.have sth dne 使得某物被...
e.g: I have my hair cut . 我剪了头发。
3.even if 即使
e.g: Even if yu wn't tell me , I'll knw anyway. 即使你不说，我也会知道。
4.charge vi.收费；充电
e.g: I charge twenty dllars an hur. 我一小时收取二十美元。
Staff: I’m s srry fr the incnvenience caused. Wuld yu please shw me yur receipt s that we can check whether it is still under guarantee?Tim Brwn: OK. Here yu are. Staff: We’ll get yur sprts watch checked immediately. Please wait a minute.(After a while) Staff: Thanks fr yur patience. Srry, we can’t refund it. But we’ve exchanged a new sprts watch fr yu. Is that OK?Tim Brwn: It’s OK. Thank yu. Staff: It’s my pleasure. Please check the watch and sign yur name here.
5.incnvenience n.不方便；麻烦
e.g: He prmised t be very quick s as nt t incnvenience them any further. 他保证会非常快，以免给他们带来更多的不便。
6.receipt n.收据；发票
e.g: I wrte her a receipt fr the mney. 我收到钱后给她写了一张收据。
7.under guarantee 在保修期内
e.g: The car is less than a year ld, and therefre still under guarantee. 这辆汽车少于一年，因此仍在保证之内。
Befre practice
1.Welcme the custmer2.Aplgize fr the incnvenience3.Listene t the custmer patiently4.Checke the receipt5.Negtiated slutin t the prblem6.Demnstrate gd attitude7.Make the custmer satisfied with the service
1.Expresse purpse first2.Describe the prblems next3.Expresse expectatin fr slutin
Task7 Imitate and talk.
两人一组，根据所给提示，与同伴练习对话。
A: I’d like t have ... exchanged / refunded ... It seems t have a prblem. B: What’s the prblem?A: ... B: When did yu buy this ... ?A: ... B: I’m s srry fr the incnvenience caused. Wuld yu please shw me yur receipt s that ... ?A: ... B: We’ll get yur ... checked in n time. Please wait a minute.(After half an hur)B: Thanks fr yur patience. We’ve exchanged / refunded ... fr yu. ... ...
Staff: Gd mrning! What can I d fr yu, madam?Custmer: I’d like t have this smart watch exchanged. I just bught it, but it seems t have a prblem nw.Staff: What’s the prblem?Custmer: It’s alarm desn’t wrk nw.Staff: When did yu buy it?Custmer: I bught it tw days ag.Staff: I’m srry fr the incnvenience caused. Wuld yu please shw me yur receipt s that we can check whether it is still under guarantee?Custmer: Ok. Here yu are.Staff: We will get yur smart watch checked in n time. Please wait a minute.(After a while)Staff: Thanks fr yur patience. We have exchanged a new smart watch fr yu. Is that k?Custmer: Thank yu.Staff: It’s my pleasure. Please check the watch and sign yur name here.
Task8 Rle play.
两人一组，根据所给情境和提示，编排并展示服务过程。
TIPS 处理顾客打投诉时，要认真倾听顾客的意见，对个顾客造成的不便表示抱歉，同时提供解决方案。
Time: ne mnth agReceipt: √Prblem: restart autmaticallyPreferred Slutin: exchange r refund
Staff: Gd mrning, sir. Can I help yu? Tim: I’d like t have this cmputer refunded. I just bught it, but it seems t have a prblem nw.Staff: What’s the prblem?Tim: It always restarts autmatically.Staff: When did yu buy it?Tim: I bught it ne mnth ag.Staff: Srry fr the incnvenience caused. Wuld yu please shw me yur receipt s that we can check if it is still under guarantee?Tim: Ok. Here yu are.Staff: We will get the cmputer checked immediately. Please wait a mment. (after a while)Staff: Thanks fr yur patience. Srry, we can’t refund it. But we’ve exchanged a new cmputer fr yu. Is that OK?Tim: Thank yu.Staff: It’s my pleasure. Please check the cmputer and sign yur name here.
What can I d fr yu, sir?I’m srry fr the incnvenience caused.What’s the prblem?Wuld yu please shw me yur receipt s that we can check whether it is still under guarantee?We can’t refund it. But we’ve exchanged a new yu. Is that OK?Thanks fr yur patience.
Excuse me, I’d like t make a cmplaint.I am calling t cmplain seems t have a prblem nw.It always has a black screen.I’d like t have this
Remember the useful wrds and expressins in the perid.Make a vide abut cmplaint in actual situatin.