Part6 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）

Culture Understanding & Group Work 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 more words and phrases in etiquette. To learn some business etiquette and culture in different countries. To feel the great business etiquette and culture in China. Knowledge objectives Ability objectives Emotional objectives 2 CONTENTS 01 Warming up 02 Culture Understanding 03 Group Work 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 见面礼节 （1）握手礼 一般在相互见面、离别、祝贺、慰问等情况下使用。 （2）拱手礼 主要用于佳节团拜活动、元旦春节等节日的相互祝贺。也有时用在开订货会、产品鉴定会等业务会议时，厂长经理拱手致意。 （3）鞠躬礼 鞠躬常用于下级对上级、学生对老师、晚辈对长辈，亦常用于服务人员向宾客致意，演员向观众掌声致谢。 （4）拥抱礼 拥抱礼是流行于欧美的一种礼节，通常与接吻礼同时进行。 （5）亲吻礼 ①吻手礼，此礼在英法两国最流行。 ②接吻礼，多见于西方、东欧、阿拉伯国家，是亲人以及亲密的朋友间表示亲昵、慰问、爱抚的一种礼，通常是在受礼者脸上或额上接一个吻。 （6）合十礼 流行于南亚和东南亚信奉佛教的国家。 5 01 西方用餐礼仪 1、越高档的饭店越需要事先预约。在预定时间内到达，是基本的礼貌。 2、再昂贵的休闲服，也不能随意穿着上餐厅。 3、去高档的餐厅,男士要穿着整洁的上衣和皮鞋；女士要穿套装和有跟的鞋子。如果指定穿正式服装的话，男士必须打领带。 4、由椅子的左侧入座.最得体的入座方式是从左侧入座。 5、用餐时，上臂和背部要靠到椅背,腹部和桌子保持约一个拳头的距离，两脚交叉的坐姿最好避免。 6、喝酒时绝对不能吸着喝，而是倾斜酒杯，像是将酒放在舌头上似的喝。 6 01 What is the business etiquette in different countries? America：polite; punctual; elegant; don’t get too close... Germany：strict; punctual; efficient; formal; don't cross talk or whisper ... Britain： pay attention to clothes; polite; keep one’s words; don’t smoke... 7 02 Culture Understanding Customer service is an attitude--not a department. 客户服务是一种态度--不止是一个部门。 8 02 Cultural Understanding. To conduct business around the world, you need to know the business cultures in different countries. Here are some for your reference. In China, you are expected to be well prepared for business meetings. For example, you are expected to make sure to have enough copies of your proposal ready for handing out. Small talk is considered particularly important at the beginning of a meeting. Last but not the least, be on time for your business activities. Being late is an offence（冒犯） in the Chine