Unit 3（课件）- 《世纪商务英语综合教程专业篇I》同步教学（大连理工·2021）

世纪商务英语 综合教程 专业篇I 1 Customer Service Warm-up Listening and Speaking In-depth Reading Further Reading Unit3 Practical Writing Real-Life Practice Warm-up Unit3 2 know the definition of service industry, the importance of customer service, keys to success for customer service; know tips for dealing with angry customers; know the development of the new service industry; understand the two reading passages and master the important words and expressions in them; develop skills in using negatives; develop skills in writing adjustment letters and giving suggestions to reduce complaints. ● ● ● ● ● ● Learning Objectives In this unit, you are required to: 03 Customer Service 3 ____(1) State Grid Corporation of China ( 国家电网公司 ) ____(2) China Petroleum and Chemical Group Co., LTD (中国石油化工集团有限公司) ____(3) China National Petroleum Corporation (中国石油天然气集团公司) ____(4) The Industrial and Commercial Bank of China Co., LTD (中国工商银行股份有限公司) ____(5) China State Construction Co., LTD (中国建筑股份有限公司) Warm-up Unit3 My First Template Script Warm-up Unit3 My First Template ____(1) Complaints on file in 2014 are up 40% from those in 2013. ____ (2) Most complaints focus on bad experiences. ____ (3) Complaints of bad experiences exclude home appliances. ____ (4) The most complaints come from cellphones. ____ (5) The reason why people complain about cellphones may be that they have too many requirements. F T F T T Warm-up Unit3 My First Template Warm-up Unit3 My First Template Consumer Complaints in China The State Administration for Industry and Commerce said there were almost 1.2 million complaint files in 2014. And it’s up over 14% from the previous year. And the numbers in growth and complaints are both at 5-year highs. Complaints about online shopping experiences surge 356% year on year. Now, most complaints are about bad experiences regarding post-sale services, covering cellphones, garments, consumer electronics, and IT products. Now the most complained about sectors are cellphones, cars,