Unit 8 Customer Feedback（课件）-《跨境电商英语》同步教学（大连理工大学出版社）

Unit 8 Customer Feedback The Party has made spectacular achievements through its great endeavors over the past century, and our new endeavors will surely lead to more spectacular achievements. (From Report to the 20th National Congress of the Communist Party of China) 1 Learning Objectives After studying this unit, you are expected to: use appropriate expressions to ask customers about their shopping experience; learn how to invite customers to make positive comments; learn the skills in dealing with neutral or negative customer feedback. 2 Part 1 Warming-up Part 3 Speaking Part 4 Reading Part 5 Applied writing Part 6 Window on China Part 2 Listening Part 7 Supplementary Materials 3 Part 1 Warming-up 4 Task: Match the following English expressions with their Chinese equivalents. A. shopping experience 1.服务满意度 B. delivery status 2.服务质量 C. customer service staff 3.购物体验 D. positive feedback 4.色差 E. customer review 5. 发货状态 F. quality of service 6.客服人员 G. service satisfaction 7.持续的支持 H. service attitude J. color difference I. continuous support 8.顾客评论 9.服务态度 10.积极反馈 Warming-up 5 Part 2 Listening 6 A. Listen and repeat. negative feedback performance anonymous comment prompt payment revise recommend product quality Listening 7 B. Listen and complete the sentences. Listening 1. The three __________I am going to recommend are very competitive, and all very good. 2. Buyers can revise feedback they’ve left for sellers______________ a mistake. 3. Sellers can leave only _____________for buyers. That means buyers should feel free to leave anonymous comments without fear of harm from sellers. 4. Your prompt payment of the goods we sent last week will be greatly__________ . 5. Our goods are competitive in terms of product quality, ____________________. 6. Buyers are encouraged to contact sellers to resolve any issues before leaving ______ or negative feedback. 7. The aim is to improve the performance and quality of service, reduce costs, and ____________________. firms in th