Part1-2 Unit 4 Customer Service 课件-【中职专用】高二英语同步精品课堂（高教版2021·基础模块3）（2023修订版）

Listening & Speaking Unit 4 Customer Service Customer service is an attitude--not a department. 客户服务是一种态度--不止是一个部门。 1 Learning objectives To identify and note down information about services. To be able to make a complaint about service or product problems. To examplify honesty and dedication in work. Knowledge objectives Ability objectives Emotional objectives 2 CONTENTS 01 Warming up 02 Listening 03 Speaking 04 Homework 3 01 Warming up Customer service is an attitude--not a department. 客户服务是一种态度--不止是一个部门。 4 客户服务是指客户服务工作（接受顾客咨询，帮顾客解答疑惑），或者是承担客户服务工作的机构。 客户服务是什么？ 方式：通常是通过电话进行，但也可以通过电子邮件、传真、聊天、自助服务或邮件进行。 01 1.What do you think customer service is？ 分类：售前服务、售中服务、售后服务 5 01 2.What customer service problems have happened to you? 售后服务 凡与所销售商品有连带关系，并且有益于购买者特征的服务，主要包括送货、安装、产品退换、维修、保养、使用技术培训等方面的服务。 return and exchange quality problem wrong delivery package delay price change packet loss ... 6 01 3.How did you deal with the problems? make a complaint ask for other services stop buying from the shopper ... 7 01 Task1 Look and match. 将下列投诉与图片相匹配。 A. The dish is too salty. B. It is the wrong size. C. There is something wrong with the mobile phone battery. D. There is no hot water again. B D A C 8 01 Task2 Think and tick. 思考并勾选出投诉时会用到的语句。 A. We are sorry for any inconvenience caused. B. I’d like to have my mobile phone repaired. C. Excuse me, I would like to make a complaint. D.I’m calling to complain about the terrible service you provided at the restaurant. 不便 have sth done 让别人做某事 提出投诉，抱怨 9 02 Listening Customer service is an attitude--not a department. 客户服务是一种态度--不止是一个部门。 10 02 Task3 Listen and choose. 听录音，判断Tim去售后服务中心的目的。 A.have the screen of his mobile phone checked B. get his repaired mobile phone C. have the battery of his mobile phone exchanged D.have his mobile phone repaired Tim went to the service center to________. 屏幕 电池 I’d like to have the mobile phone repaired. 11 02 Task4 Listen and tick. 再听录音，勾选下面的手机维修记录。 Name of the Customer Tim Br