4.1 Customer Service-Warming up; Listening&Speaking(课件）-《英语 基础模块3》(高教版第三版）【上好课】

Warming up; Listening&Speaking Unit 4 Customer Service 《英语 基础模块3》 高教版（第三版） Knowledge objectives Ability objectives Emotional objectives To master some words and expressions about customer service. To identify customers’ complaints and understand their attitudes and propose appropriate solutions and deal with complaints effectively . To understand the customer-first service attitude and the professional principle of handling affairs according to professional procedures and recognize the value of honesty in doing business. Learning Objectives 01 Lead-in  What would you do if you encountered these problems? make a complaint/ refund 投诉/退款 What kind of things do people usually complain about? poor service package damaged quality problem Let’s enjoy a video about a complaint in daily life. 1) The dish is too salty. 2) It is the wrong size. 3) There is something wrong with the mobile phone battery. 4) There is no hot water again. D A B A B C D C 1. Look and match. 将下列投诉与图片相匹配。 手机电池 7 2. Think and tick. 思考并勾选出投诉时会用到的语句。 A. We are sorry for any inconvenience caused. B. I’d like to have my mobile phone repaired. C. Excuse me, I would like to make a complaint. D. I’m calling to complain about the terrible service ( you provided at the restaurant). n. 不便；麻烦 have sth. done “使得..被...” 让人修理手机 投诉 v. 投诉，抱怨 省略that的定语从句，修饰service complain about sth. 抱怨... 8 01 Listening 3. Listen and choose. 听录音，判断 Tim 去售后服务中心的目的。 A. have the screen of his mobile phone checked B. get his repaired mobile phone C. have the screen of his mobile phone exchanged D. have his mobile phone repaired √ Tim went to the service center to 　　　　. 让人检查他的手机屏幕 repaired为过去分词过定语 让人更换他的手机屏幕 让人修手机 拿回他那部修好的手机 Name of the Customer Tim Brown Item Problem Time of Purchase Solution battery screen camera unable to charge the battery properly broken screen unable to take pictures others: . three weeks ago three months ago others: . change the battery repair the screen change the camera others: . 4. Listen and tick. 再听录音，勾选下面的手机维修记录。 项目 电池不能正常充电 解决方案 购买时间 5. Listen and complete. 再听录音，完成对Tim经历的描述。 Tim went to the service center to have his 1)　　 　 　 repaired yesterday. He just bought the phone several 2)　　　 　 ago, but now the battery can’t be 3)______ properly. The staff 4)　　　 　 the battery and expressed an apology for the inconvenience caused. Since the mobile phone was still under 5)　　　 　, the service center finally exchanged the battery of the mobile phone for Tim. mobile phone months charged checked guarantee Script 录音原文 Salesperson: Good morning! How can I help you, sir? Tim Brown: I’d like to have the mobile phone repaired. I bought it several months ago, but it seems to have a problem with the battery. Salesperson: What’s the problem? Tim Brown: It won’t charge properly. Even if I charge it for a whole night, there is still very little power. Salesperson: When did you buy this cell phone, sir? 有什么可以帮你的？“What can I do for you?” 售货员: 早上好！有什么需要帮助的吗，先生？ 蒂姆·布朗: 我想修一下这部手机。我几个月前买的，不过电池好像出问题了。 售货员: 是什么问题呢？ 蒂姆·布朗: 充电充不进去。就算充一整晚，电量还是没多少。 售货员: 您的这部手机是什么时候买的？ even if =even though意为“即使，尽管” 13 Script 录音原文 Tim Brown: I bought it three months ago. Salesperson: I’m so sorry for the inconvenience caused. Would you please show me your receipt so that we can check whether it is still under guarantee? Tim Brown: OK. Here you are. Salesperson: We’ll get your cell phone checked in no time. Please wait a minute. (After a while) Salesperson: Thanks for your patience. We’ve exchanged the battery for you. Tim Brown: Thank you. Salesperson: It’s my pleasure. Please check the phone and sign your name here. 蒂姆·布朗: 我三个月前买的。 售货员: 对不起给您带来了不便。您能出示一下收据以便我们确认一下 是否在保修期内吗？ 售货员: 是什么问题呢？ 蒂姆·布朗: 充电充不进去。就算充一整晚，电量还是没多少。 售货员: 您的这部手机是什么时候买的？ 蒂姆·布朗: 好的。这是收据。 售货员: 我们马上给您检测手机，请稍等。 （过了一会儿后） 售货员: 谢谢您耐心等待。我们为您换了一块新的电池。 蒂姆·布朗: 谢谢！ 售货员: 不客气。请您检查一下手机并在这里签一下名。 so that 意为”以便于，为了...” 在保质期内 立刻，马上 14 02 Speaking Watch and answer: ① What was the problem with Tim’s watch? ② Whether was the watch still under guarantee? ③ How did the salesperson solve the problem solved? It always had a blank screen. Even if he charged it for a whole night, it still didn’t work. Yes, it was. She exchanged a new sports watch for Tim. 6. Listen, read and underline. 听录音并回答问题。 Salesperson: Good afternoon! What can I do for you, sir? Tim Brown: I’d like to have this sports watch refunded. I just bought it, but it seems to have a problem now. Salesperson: What’s the problem? Tim Brown: It always has a blank screen. Even if I charge it for a whole night, it still doesn’t work. Salesperson: When did you buy this sports watch? Tim Brown: I bought it last month. Salesperson: I’m so sorry for the inconvenience caused. Would you please show me your receipt so that we can check whether it is still under guarantee? 6. Listen, read and underline.听录音并跟读，标出有关投诉及回应的语句。 v. 充电 adj. 空白的 运动手表 refund v. 退还；退款；偿还 n. 不便；麻烦 n. 收据 n. 保修（期）;保证 seem “看起来/似乎”; 主语+seem( to be )+表语 尽管，即使 so that= in order that “为了”, 引导目的状语从句 would you please do sth？用于请求别人做某事，表示“你愿意..吗？” 17 6. Listen, read and underline听录音并跟读，标出有关投诉及回应的语句。 Tim Brown: OK. Here you are. Salesperson: We’ll get your sports watch checked immediately. Please wait a minute. (After a while) Salesperson: Thanks for your patience. Sorry, we can’t refund it. But we’ve exchanged a new sports watch for you. Is that OK? Tim Brown: It’s OK. Thank you. Salesperson: It’s my pleasure. Please check the watch and sign your name here. v. 检查；核对 n. 耐心 v. 调换 参考译文 售货员: 早上好！有什么需要帮助的吗，先生？ 蒂姆·布朗: 我想把这块运动手表退掉。我刚买没多久，但现在好像有点儿问题。 售货员: 是什么问题呢？ 蒂姆·布朗: 总是黑屏。即使充电一整晚也无济于事。 售货员: 您的手表是什么时候买的？ 蒂姆·布朗: 上个月买的。 售货员: 对不起给您带来了不便。您能出示一下收据以便我们确认一下是否在保修期内吗？ 蒂姆·布朗: 好的。这是收据。 售货员: 我们马上给您检测，请稍等。 （过了一会儿后） 售货员: 谢谢您耐心等待。抱歉我们无法退款，但是我们换了一块新的手表给您。这样可以吗？ 蒂姆·布朗: 可以。谢谢！ 售货员: 不客气。请您检查手表并在这里签一下名。 课文详解 19 A: I’d like to have ... exchanged / refunded ... It seems to have a problem. B: What’s the problem? A: ... B: When did you buy this ... ? A: ... B: I’m so sorry for the inconvenience caused. Would you please show me your receipt so that ... ? A: ... B: We’ll get your ... checked in no time. Please wait a minute. (After a while) B: Thanks for your patience. We’ve exchanged / refunded ... for you. ... 7. Imitate and talk. 两人一组，根据所给提示，与同伴练习对话。 T-shirt the wrong size bought last night smart watch alarm not work bought two days ago 20 7. Imitate and talk. 参照活动 6，根据提示与同伴练习对话。 参考对话 Staff: Good morning! What can I do for you, madam? Customer: I’d like to have this smartwatch exchanged. I just bought it, but it seems to have a problem now. Staff: What’s the problem? Customer: Its alarm doesn’t work now. Staff: When did you buy it? Customer: I bought it two days ago. Staff: I’m sorry for the inconvenience caused. Would you please show me your receipt so that we can check whether it is still under guarantee? Customer: OK. Here you are. Staff: We will get your smart watch checked in no time. Please wait a minute. (After a while) Staff: Thanks for your patience. We have exchanged a new smart watch for you. Is that ok? Customer: Thank you. Staff: It’s my pleasure. Please check the watch and sign your name here. 21 8. Role play. 两人一组，根据所给情境和提示，编排并展示服务过程。 Time: one month ago Receipt: √ Problem: restart automatically Preferred Solution: exchange or refund 22 8. Role play. 两人一组，根据所给情境和提示，编排并表演对话。 参考对话 Staff: Good morning, sir. Can I help you?  Tim: I’d like to have this computer refunded. I just bought it, but it seems to have a problem now. Staff: What’s the problem? Tim: It always restarts automatically. Staff: When did you buy it? Tim: I bought it one month ago. Staff: Sorry for the inconvenience caused. Would you please show me your receipt so that we can check if it is still under guarantee? Tim: OK. Here you are. Staff: We will get the computer checked immediately. Please wait a moment.  (After a while) Staff: Thanks for your patience. Sorry, we can’t refund it. But we’ve exchanged a new computer for you. Is that OK? Tim: Thank you. Staff: It’s my pleasure. Please check the computer and sign your name here. 23 Language Points 03 24 1. I’d like to have this sports watch refunded.(P64) 重点再现 have this sports watch refunded “把运动手表退了”，refunded过去分词作宾语补足语. 过去分词在have、make、get等使役动词的宾语后面作宾语补足语。 “have+宾语+过去分词”的两种情况： 1)表示 “让某人做某事/让谋私(被人)做” I have had my bike repaired. 我已经把我的自行车修好了。 2）表示“遭遇到某种不幸，受到打击” I had my wallet stolen on the bus last month.上个月在公交车上我的钱包被偷了。 拓展 知识讲授： (1) － She had her hair _______ last weekend. It looks much shorter now. A. cut B. cutting C. to cut D. cuts (2) The boss had all the work _______ before dark. A. finish B. finished C. finishing D. to finish (3) Don’t have him ______ all the work alone. It’s too heavy. A. does B. do C. doing D. done (4)The coach had all players ______ for another 10 minutes. A. practiced B. practicing C. practice D. to practice 【答案】 (1) A (2) B (3) B (4) C 举一反三 2. I’m so sorry for the inconvenience caused.(P64) 重点再现 be sorry for.... 意为"为...抱歉”，后接名词、代词、从句或动名词。 be sorry to do sth. 抱歉去做某事 I am sorry for troubling you. = I am sorry for troubling you. 拓展提升 知识讲授： caused过去分词作后置定语，表示已经造成，与inconvenience的逻辑关系为被动。 即学即练 1. I am sorry_________being late. 2. Most of the people__________(invite) to the meeting are my old friends. 2. The glass __________(break) by my son has been swept away. for invited broken 3. Would you please show me your receipt so that we can check whether it is still under guarantee?(P64) 重点再现 (1)so that 为了，引导目的状语从句，从句中谓语动词常与can, could, may,might等情态动词连用。 知识讲授： 拓展提升 (1) so that = in order that,引导目的状语从句 It is important to work hard so/in order that we can live a better life.为了过上更好的生活，努力工作很重要。 (2) so as to do= in order to do sth.,to后接动词原形。inorder to do可以放在句首和句中，so as to只能放句中。 It is important to work hard so as to/in order to live a better life. 为了过上更好的生活，努力工作很重要。 (1) － I speak slowly ______ everyone can understand me. A. in order to B. so as to C. so that D. in order not to (2) She got up early ______ miss the first bus. A. in order not to B. so that not C. in order that D. so as to (3) ______ finish the work on time, they worked late at night. A. So as to B. In order to C. So that D. In order that (4)We prepare many gifts ______ the children will feel happy. A. so as to B. in order to C. in order that D. to 【答案】 (1) C (2) A (3) C (4) C 举一反三 1.— He complained ______ his manager ______ the heavy work yesterday. A. to; about B. about; to C. to; for D. of; with 2. — Would you please open the door?—______. A. My pleasure B. Never mind C. With pleasure D. Yes, please 3.—Mom had my little sister ______ her hands before dinner. A. wash B. washing C. to wash D. washed 4.—He studies hard ______ get good grades. A. so that B. in order to C. in order that D. so as that 5.—______ life is full of ups and downs, we still fave it with hope and courage. A. Even if B. As long as C. In order to D. AS soon as 课堂练习 Key expressions 1.投诉 2.让人修手机 3.抱怨... 4.在保修期 5.即使 6.就...感到抱歉 7.立刻，马上 8.以便于 9.表达歉意 10.带来的麻烦 make a complaint have my mobile phone repaired complain about.... under guarantee even if be sorry for... in no time so that.... express an apology inconvenience caused Summary Speakers Sentences Patterns 工作人员 staff What can I do for you? What’s the problem? I am sorry for the inconvenience caused. Would you please show me your receipt so that... We’ll get...checked immediately. Thanks for your patience. Sorry, we can’t refund it. But we have exchanged a new...for you. 顾客 customer I’d like to have ...refunded. It seems to have a problem. It always has ... It won’t ... The quality... Summary 1.复习本部分的教学内容，朗读并背诵活动6的对话，读记本课重要词汇和表达。 2.拓展作业：根据下列提示和搭档拍摄一段投诉和处理投诉的视频，并上传至班级群。 (1) Have you experienced any after-sales service problems? (2) What problem did you have with it? (3) How did you express your expectations to the staff? (4) How did the staff deal with your complaint? 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