Unit12（课件）-《跨境电商实用英语》同步教学（北京出版社）

Unit 12 Settling Complaints and Disputes Acquire basic knowledge about different types of disputes and complaints.   1 Learn the procedure of dealing with disputes and complaints. 2 Learn the skills to deal with disputes and complaints. 3 Learning Objectives After studying this chapter, you are expected to： Learn relative words and expressions 4 Part 1 Lead-in Part 2 Reading Part 3 Oral Practice Part 4 Comprehensive Tasks Part 5 Supplementary Materials PART ONE Lead-in 返回 PART 1 Lead-in 1. Work with your partner to discuss what the following people say or do, and express your own opinions. (1) It is often said that customer care is our top priority. (2) A seller said, “Receiving a letter of complaint means that the seller's product or service has room for improvement”. To some extent, it's worth receiving a complaint. (3) John has decided to buy a down jacket from an online shop, because many buyers have given their favorable comments to this item. In his opinion, 98% of buyers' comments are reliable and objective. PART 1 Lead-in 2. Try to translate these English phrases into Chinese. （1）heavily damaged ________________ （6）refund terms______________ （2）cancel the dispute ________________ （7）get a replacement __________ （3）quality control department__________（8）original payment account _________ （4）compensate for the loss ____________（9）in transit _____________ （5）delayed delivery__________________（10）leave out an item_____________ 撤销争议 严重受损 品管部 退款条款 赔偿损失 推迟派送 换货 漏发货物 原支付账户 运输途中 PART 1 Lead-in 3. Answer the following questions. Answer: Mistakes, problems and disputes may occur frequently in international trade, and these give cause for complaints and claims, which are quite normal in business. Complaints are usually made by the buyer, who suffers losses, against the seller. （1）What are complaints, claims and disputes? （2）What are the common ways to settle complaints? Answer: Fir