Part3-4 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）

Reading & Writing 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 learn words and phrases to reply a complaint. To get the clear procedures to reply a complaint letter and write one. To understand dedication、honesty and friendliness in the workplace. Knowledge objectives Ability objectives Emotional objectives 2 CONTENTS 01 Warming up 02 Rreading 03 Writing 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 01 Why did the customer make a complaint? Because her ordered sneakers for her son's birthday wasn’t in stock. 5 01 Task9 Discuss and answer. 小组讨论，回答问题。 What will you do in the following situations? 1) You received incorrectly delivered goods. 2) The delivery of your order is delayed. 3) The delivery man placed a wrong address sheet on your package. deliver v.投递；递送 delivery n.投递；递送 V.延迟 n.单子 6 02 Reading Customer service is an attitude--not a department. 客户服务是一种态度--不止是一个部门。 7 02 Task10 Read and choose. 阅读信件，选择合适的主题。 A. Making a complaint. B. Dealing with customer’s complaint. C. Discussing business with the customer. D. Expressing thanks. What is the letter for? 8 02 Task10 Read and choose. 阅读信件，选择合适的主题。 Thomas R. Smith ABC Co. 3489 Green Ave. Olympia, WA 98502 Dear Mr Smith, Thank you for your trust in our company. I’ve read your email about the leaflets incorrectly delivered to your company. I’d like to express our sincere apology for the inconvenience due to our carelessness. It happened that there was another company who ordered similar leaflets in the same district as your company. The staff who was in charge of the delivery put the wrong address sheet on the package and thus caused the problem. 9 02 Task10 Read and choose. 阅读信件，选择合适的主题。 A. Making a complaint. B. Dealing with customer’s complaint. C. Discussing business with the customer. D. Expressing thanks. What is the letter for? 10 02 Task10 Read a