Unit 4 Customer Service Reading and Writing 课件-2023-2024学年中职高二上期英语高教版（2021）基础模块3

Customer Service Unit 4 Learning Objectives Knowledge Objectives: To learn words and phrases to reply a complaint: leaflet, deliver, sincere, apology, due to, It happened that…, try one’s best to do sth, make sure, cause loss to, reduce… by… Ability Objectives: To get the clear procedures to reply a complaint letter. To be able to write a letter to deal with an after-sale complaint. Emotional Objectives: To understand dedication, honesty and friendliness in the workplace. 01 Warming up 02 Reading 03 Writing 04 Homework Warming up Discuss and answer. 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. What will you do in the following situations? n. 情况 v. 收到 v. 递送 n. 货物；商品 n. 递送 n. 订单 v. 延迟 快递员 n. 单子 n. 包裹 Reading 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. n.信任 n. 小册子 express/make an apology to sb for sth 因某事向某人道歉 I express an apology to you for delaying the goods. adj.真诚的 由于 n.粗心大意 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. It happened that + 句子 碰巧…… It happened that I met him. 碰巧我遇到了他。 adj. 类似的 n. 区域 n. 员工 负责 n. 地址 n. 单子 n. 包裹 adv. 因此 Since we have been partners for so long, we’ll try our best to work out a better solution for you. We’ll arrange for a second delivery as quickly as possible and make sure you receive the right leaflets tomorrow. As for the wrong leaflets, our delivery man will get the package back from your company when he makes the delivery tomorrow. try one’s best to do sth 尽某人最大努力做某事 I try my best to improve efficiency. 我尽我最大的努力提高效