Unit 8 Customer Service（课件）《商务英语》同步教学

Unit 8 Customer Service 【Learning Objectives】 After finishing this unit, students should know how to make responses to complaints. know how to entertain a claim. know how to refuse a claim. know how to write a notice. Warm-up 1．If you’re a good salesperson, you can sell anything to anyone once. But it will be your approach to customer service that determines whether or not you’ll ever be able to sell that person anything else. How do you ensure strong customer service and customer satisfaction? Tick your right choices. ( ) 1. Make it easy for your customers to complain. ( ) 2. Greet the customer in a friendly but appropriate way and appear eager to help. ( ) 3. Help the customer by directly addressing the customer’s request/solving the customer’s problem. ( ) 4. Respond to complaints quickly and courteously with common sense. ( ) 5. Showing a knowledge of the business’s products and/or services. ( ) 6. Close the customer service interaction appropriately. √ √ √ √ √ √ 2. Listen to a message left by a customer. Listen carefully and complete the main information in this message. The caller: 1)____________from 2)________ Company The problem: 3)__________________ _______________________________ The caller intends to: 4)____________ _______________________________ The caller’s number: 5)_____________ The caller can be reached till: 6)______ 5:30 Mrs. McCall ACC the quality is not the same as the sample send the whole lot back 0181-993 421 Listening & Speaking New Words and Expressions after-sale service center 售后服务中心 cell phone 手机 provide...with... 为……提供…… a variety of 各种各样的 maintenance service 维修服务 in most cases 在多数情况下 the increasing dust 积尘 out of warranty 过了保修期 a free cost estimate 免费检测 professional cleaning 专业清理 Task 1: Listen to the d