4.2 Customer Service-Reading&Writing(课件）-《英语 基础模块3》(高教版第三版）【上好课】

Reading&Writing Unit 4 Customer Service 《英语 基础模块3》 高教版（第三版） 01 Lead-in Reading 02 Writing 03 Language Points 04 Contents Summary& Homework 05 Knowledge objectives Ability objectives Emotional objectives To summarize the theme of the article, sort out the complaint information and the content. To understand the logical structure of complaint letters and write an email to deal with customer complaints. To recognize the value of honesty in doing businessand clarify the specific manifestations of professional ethics when handling complaints. Learning Objectives Lead-in 01 What does the man do? A deliveryman. What specific things does he need to do? 9. Read and learn. 读快递员的自述，分析标红部分的意义。 1) I deliver packages to customers every day. 2) I always try to deliver them as soon as possible. 3) The system will arrange the orders for me to pick up. 4) I take charge of sending the goods to the right ddress. 5) I make sure every delivery is on time. 我每天为顾客派送包裹。 我总是尽力尽快把它们派送到位。 系统会自动为我安排待取的订单。 我负责把货物精准送到正确地址。 我确保每一次派送都准时送达。 v.运送 尽快地 v.安排 负责 确保 6 You received incorrectly delivered goods. The delivery of your order is delayed. The delivery man placed the wrong address sheet on your package. What will you do in the following situations? Group Discussion 02 Reading 8 What is the letter for? A. Making a complaint. B. Dealing with a customer’s complaint. C. Discussing business with a customer. D. Expressing thanks. 10. Read and choose. 阅读信件，选择合适的主题。 投诉 处理客户的投诉 和顾客洽谈业务 表达感谢 11. Read and complete. 细读信件，完成对投诉及解决方案的梳理。 Cause: Solution: Staff .on the package. 1) Send the right leaflets. 2) . 3) .on future orders. Problem: .. leaflets delivered incorrectly placed the wrong address sheet Reduce the price of the leaflets by 15% Give a 5% discount What’s the problem according to the reading material? What caused the problem? What solution does the staff member give? 12. Read and tick. 再读信件，根据其内容推测并勾选 Mr. Smith 的来信内容。 1) I hope you will send the right leaflets tomorrow. 2) We were surprised that the leaflets were not ours when we opened the package. 3) Your staff member must have made a mistake about the address. I’ve read your email about the leaflets incorrectly delivered to your company. 12. Read and tick. 再读信件，根据其内容推测并勾选 Mr. Smith 的来信内容。 4) Even if you can send us the right leaflets tomorrow, the delay will cause a big loss. 5) I hope you can reduce the price a bit to make up for the loss. 6) We hope you can give us discounts on future orders. As you mentioned in your letter, delayed delivery will cause loss to your business. 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. deliver v. 递送；运载 adj. 真诚的 n. 道歉 n.信任 粗心 由于，因为 托马斯 R. 史密斯 ABC 公司 格林大道 3489 号 华盛顿州奥林匹亚市 邮编 98502 亲爱的史密斯先生： 感谢您对我公司的信任。来信已阅，很抱歉为贵公司投递了错误的宣传页。对于由于我们的疏忽给贵公司造成的不便，在此深表歉意。 课文详解 It happened that there was another company who ordered similar leaflets in the same district as your company. The staff member in charge of the delivery put the wrong address sheet on the package and thus caused the problem. n. 单子 n. 递送；运载 leaflet n. 小册子；单张广告 负责 和贵公司在同一区域的另外一家公司碰巧订做了类似的宣传页。负责投递的员工把邮寄地址贴错了，导致了这次误投事件。 课文详解 Since we have been partners for so long, we’ll try our best to work out a better solution for you. We’ll arrange 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. v. 安排 n. 解决方法 确保；确定 作为长期合作伙伴，我们会尽己所能提出更好的解决方案。我们将尽快安排再次送件，确保您明天收到正确的宣传页。我们的送货员在明天送件的时候会把误投的宣传册取回。 课文详解 As you mentioned in your letter, delayed delivery will cause loss to your business. Even though you didn’t express such a request, we will reduce the price of the leaflets by 15%. To express our sincerity, we promise to give you a 5% discount on all the leaflets we may make for you in the future. v. 延迟；推迟 给……造成损失 v. 提及；提到 v. 减少；降低 n. 真诚 n. 要求 v. 许诺；承诺 如您在信中所说，延迟送货会给贵公司造成一定的损失。即便您并未提出赔偿要求，我们这次也会给您八五折的价格。为了表达我们的诚意，我们承诺今后贵公司在我公司订制的所有宣传页均享受九五折的价格。 课文详解 We’re sorry again for all the trouble. We sincerely hope you will support our company as always. Best wishes! Sincerely, Richard Brown v./n. 支持 再次对这次给您造成的不便表示歉意。希望您能一如既往地支持我们公司。 祝好！ 您诚挚的 理查德·布朗 课文详解 一如既往 How to write a complaint letter express dissatisfaction make a request describe the problem Structure of Complaint Letters 03 Writing Why did this woman complain? Because her delivery was delayed and the apples were rotten when they arrived. 13. Read and describe. 看图，根据图片提示，描述Mary投诉的经历。 They sent out my goods on August 1, which were expected to arrive 1)　　　 　___________________. in three days 13. Read and describe. 看图，根据图片提示，描述Mary投诉的经历。 However, my goods were 2)　　 　　. for 3)　　 　　 days. When I opened the box, I found some of the apples were 4)　　　 　. delayed eleven damaged 13. Read and describe. 看图，根据图片提示，描述Mary投诉的经历。 I telephoned to 5)　　 . 　 　 .The shop decided to 6)　　 . 　 and give me 7)　　　 　. on future orders. make a complaint / complain send me another box of apples a 15% discount 23 14. Write and practice. 假设你是售后服务人员李华，根据活动 13 的投诉，回复一封电子邮件。 Dear Madam, First of all, I want to express , even though it was due to the bad weather. As you mentioned on the phone, some apples , so . . And we promise to . We hope you will support us as ever. Yours sincerely, Li Hua our sincere apology for the delayed delivery were damaged we decided to send you another box of apples give you a 15% discount on future orders Discussion reply to a complaint letter express sincere apology explain the cause propose solution put forward expectations to solve the problem to solid long-term cooperation How to reply a complaint letter? Language Points 04 26 1. I’d like to express our sincere apology for the inconvenience due to our carelessness. (P67) 重点再现 (1)express apology for... 因为......表达歉意 (2)due to.... 由于，因为 (1) make an apology to sb.for sth. 因为某事或某物向某人道歉 (2) apologize v.道歉 apologize to sb.for sth. 因为某事或某物向某人道歉 拓展提升 知识讲授： 辨析 due to、because of 和 owing to 1. due to 意为“由于，因......造成”，作状语，也可作表语或定语。 Accidents due to driving at high speed were very common that weekend. 那个周末因为高速驾驶造成的交通事故很多。 2 because of 意为“因为，由于”，作状语后接名词、代词、动词-ing形式和 what引导的名词性从句。 Tom didn't come to school yesterday because of his illness. 汤姆因为生病昨天没来上学。 3.owing to...意为“因为，由于”,可作状语表语，可在句首或句中。 Owing to his ill health, he couldnotattend the meeting. 由于健康状况不佳，他不能参加会议。 拓展提升 知识讲授： (1) －If you_______to someone, you may say sorry to him or her for your mistake. A.apologize B.advise C.interview D.offer (2) His failure is ______ carelessness. A. because B. due to C. owing to D. thanks (3) The sports meeting was put off ______ bad weather. A. because of B. due C. owing D. as (4)______ traffic jams, many workers arrived late this morning. A. Because of B. So that C. Owing D. For 【答案】 (1) A (2) B (3) A (4) A 举一反三 2. It happened that there was another company who ordered similar leaflets in the same district as your company.(P67) 重点再现 "It happens/happened that...”表示“碰巧或恰巧发生某事”，that后接主语从句。 sth. happen to sb.某事发生在某人身上 sb.happen to do sth.某人碰巧做某事 拓展提升 知识讲授： 辨析不及物动词(短语)hapen.&take place 1.happen一般用于偶然或突发性事件的发生。 An accident happened in the street.街上发生了一起事故。 2.take place 表示事先安排或有准备的事情或活动的发生。 The evening party will take place onNew Year'sEve.晚会将在除夕那天举行。 3. The staff member in charge of the delivery put the wrong address sheet on the package and thus caused the problem.(P67) 重点再现 in charge of 负责 知识讲授： 拓展提升 (1) sb. be in charge of sth.某人负责某事 Mr Smith was in charge of the class.史密斯先生负责这个班。 (2) sth. be in the charge of sb.某事由人负责 The class was in the charge of MrSmith.这个班由史密斯先生负责 (3)sb.take charge of sth.某人负责某事 He took charge of the farm after hisfather's death.在父亲去世后他掌管了农场。 (1) － The class meeting will ___________tomorrow. A. break out B.occur C.take place D. happen (2) ) The young man _______the company after graduating from university. A. in charge of B.took charge of C. in the charge of D. be responsible for (3)The restaurant is__________my friend. A. in charge of B. on charge of C. on the charge of D. in the charge of 【答案】 (1) C (2) B (3) D 举一反三 4. Even though you didn't express such arequest, we will reduce the price of theleaflets by 15%.(P67) 重点再现 reduce...by... 减少了...... reduce...to...减少到...... 知识讲授： The skirt was reduced to ＄10 in thesale. 在大减价期间，这条裙子减价到10美元。 举一反三 (1) Compared with the last two years,the total cost has been reduced_____19 percent. (2) That country has now reduced thepeople in poverty______550 thousand. by to 1.— Postmen collect and ______ letters and parcels every day. A. delay B. arrange C.promise D. deliver 2. — The accident was due_______careless driving. A.for B. with C.to D.in 3.—There is a handsome boy ______ Jack in our class. A. called B. calling C. call D. to call 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.表达歉意 2.由于 3.负责 4.尽最大努力 5.解决 6.尽快 7.确保 8.造成损失 9.尽管 10.减少... express an apology for... due to in charge of.... try one’s best to do work out as quickly as possible make sure cause loss to.... even though reduce by Summary Summary express sincere apology reply to a complaint letter 4. put forward expectations 2. explain the cause 3. propose solution How to reply to a complaint letter? 1.读记本节课中的重点单词和表达； 2.熟读阅读材料，掌握关于回复投诉的重点句型； 2.拓展作业：根据以下情景，写一封投诉信的回复。 （假设顾客李明，一个月前从你所工作的商店购买了一台电脑，但是最近电脑总是会自动开机，于是写信到公司要求退款或换新。） Suppose you are a customer service manager. Please write a response to this customer’s complaint letter. Homework Thank you! 116901.555 $