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

Unit4 Cutomer Service Reading and Writing 《英语 基础模块3》（高教版 第三版） What is the vedio about? It’s about solving problems. 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 address. 5) I make sure every delivery is on time. 4 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. 传送 道歉 由于 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. 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. 掌控 纸张 解决 安排 确保 传单 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. We’re sorry again for all the trouble. We sincerely hope you will support our company as always. Best wishes! Sincerely, Richard Brown 提及 延迟 造成 要求 减少 安全 承诺 leaflet arrange apology sincere delivery sheet charge promise reduce request loss delay solution mention possible make sure package carelessness due to mention Why Richard Brown apologize to Mr Smith. Read and dub Due to his carelessness. How will Richard solve the problem? Read and dub They’ll arrange a second delivery as quickly as possible and make sure you receive the right leaflets tomorrow. What’s Richard’s promise? Read and dub Give you a 5% discount on all the leaflets we may make for you in the future. We’re sorry again for all the trouble. trust trust 信任；信赖 用法：搭配 trust in sb./sth. 例句：Thank you for your trust in our company.（感谢您对我们公司的信任。） trust dilivery 递送；交付 用法：被动语态常用 be delivered，名词形式为 delivery（配送） 例句：The package was delivered to the wrong address.（包裹被送到了错误的地址。） trust apology /əˈpɒlədʒi/ 含义：道歉；致歉 用法：搭配 express/make an apology。 例句：Please accept our sincere apology.（请接受我们诚挚的歉意。） order /ˈɔːdə(r)/ v. 含义：订购；下单 用法：商务高频词，搭配 order goods/leaflets（订购货物 / 传单） 例句：They ordered 500 copies of the brochure.（他们订购了 500 份宣传册。） 3. charge /tʃɑːdʒ/ n. 含义：掌管；负责 用法：固定搭配 in charge of，意为 “负责；主管”，后接名词 / 代词。 例句：She is in charge of the sales department.（她负责销售部门。） order /pʊt/ v. (put, put) 含义：放置；张贴 用法：过去式和过去分词均为 put，文中指 “把地址单贴在包裹上”。 例句：Please put the label on the box.（请把标签贴在盒子上。） /kɔːz/ v. ◦ 含义：导致；引起 ◦ 用法：后接名词 / 代词作宾语，常搭配 cause problems/trouble（造成问题 / 麻烦）。 ◦ 例句：The heavy rain caused the delay.（大雨导致了延误。） cause /kɔːz/ v. 含义：导致；引起 用法：后接名词 / 代词作宾语，常 搭配 cause problems/trouble（造成问题 / 麻烦）。 例句：The heavy rain caused the delay.（大雨导致了延误。） need /niːd/ v. 含义：需要；急需 用法：文中 are needed badly 表示 “急需”，被动语态更符合商务正式语气。 例句：These parts are needed badly for production.（这些零件是生产急需的。） 7. arrange /əˈreɪndʒ/ v. 含义：安排；筹备 用法：搭配 arrange a delivery/meeting（安排配送 / 会议），名词形式为 arrangement。 例句：We will arrange a meeting next week.（我们将在下周安排一场会议。） mention /ˈmenʃn/ v. 含义：提及；说起 用法：文中搭配 As you mentioned in your letter，意为 “正如您在信中提到的”，商务场景用于呼应对方的诉求。 例句：He mentioned the problem in the meeting.（他在会议中提到了这个问题。） cause /kɔːz/ v. 含义：造成；导致 用法：后接名词 / 代词作宾语，文中指 “延误给业务造成影响”。 例句：The mistake caused a lot of trouble.（这个错误造成了很多麻烦。） would like to do 想要做某事 apology for sth 为...道歉 due to 由于 I’d like to express our sincere apology for the inconvenience due to our carelessness. I’d like to express my apology for the delay. Due to your delay,we decide to put off our meeting. as 正如... as 的用法： 1. 当…… 时候（引导时间状语从句） I saw him as he got off the bus.他下车的时候我看见了他。 2. 因为；由于（引导原因状语从句，语气较弱） As you are busy, I won’t trouble you.既然你很忙，我就不打扰你了。 3. 像…… 一样；按照（方式状语） Do as I do.照我做的做。 4. 尽管；虽然（引导让步状语从句，必须倒装） Young as he is, he knows a lot.尽管他很年轻，却懂得很多。 5. 一边…… 一边…… He sang as he walked.他边走边唱。 As you mentioned in your letter, delayed delivery will cause loss to your business. 二、作介词 (prep.) 1. 作为；当作 work as a doctor 当医生 treat me as a friend 把我当朋友 2. 如同；像 They were dressed as policemen.他们打扮得像警察。 三、作副词 (adv.) 主要用于 as … as … 原级比较结构： as + 形容词 / 副词 + as as tall as me 和我一样高 run as fast as possible 尽可能快跑 As you mentioned in your letter, delayed delivery will cause loss to your business. 常见短语： as soon as 一…… 就…… as long as 只要 as far as 就…… 而言；远至 as much as 多达；和…… 一样多 四、作关系代词 (非常重要，常考) 引导定语从句， 意思是 “正如、正像”，常见结构： as we all know 众所周知 as is known to all 众所周知 as you said 正如你所说 as is reported 据报道 As you mentioned in your letter, delayed delivery will cause loss to your business. 商务场景同义替换（写作 / 口语拓展）： 1. lead to losses for... 2. result in losses to... 3. inflict losses on... (更正式，语气更强) cause loss to 对...造成损失 As you mentioned in your letter, delayed delivery will cause loss to your business. 商务场景同义替换（写作 / 口语拓展）： lead to losses for... result in losses to... inflict losses on... (更正式，语气更强) 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。 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 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. 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. 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 35 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 Thank You 116901.555 $