【教材笔记】4.1 Warming Up & Listening and Speaking-Customer Service《英语 基础模块3》（高教版第三版

UNIT 4 客户服务 Customer Service Learning Objectives After completing this unit,you will be able to give examples to show professional ethics; 举例说明职业道德； get information about customer complaints;获取客户投诉相关信息； make and deal with customer complaints;发起并处理客户投诉； identify the logic of complaint letters; 理清投诉信的行文逻辑； write an email to deal with customer complaints. 撰写邮件处理客户投诉。 Customer service is an attitude-not a department. 客户服务是一种态度一不止是一个部门。 UNIT 062 Warming Up Look and match. 将下列投诉与图片相匹配。 43X 42 C)The dish istoo salty. A2)It is the wrong size. D)There is something B wrong with the mobile phone battery. A4)There is no hot water again. be sorry for.…意为"为抱款”，后接名词、代词、从句或动名词。」 2 Think and tick. 思考并勾选出投诉时会用到的语句。 n.不便；麻烦 □A.We are sorry for any inconvenience caused.我们对造成的不便表示歉意。 have sth.done “使得被.” ☐B.'d like to have my mobile phone repaired.我想修理我的手机。 投诉 C.Excuse me,I would like to make a complaint. 打扰一下，我想投诉 V.投诉，抱怨， D.I'm calling to complain about the terrible service you provided at the complain about sth.抱怨.. restaurant. 省略that的定语从句，修饰service 我打电话是想投诉你在餐厅提供的糟糕服务。 Listening and Speaking TIPS 3 Listen and choose. 职场沟通中可以适 听录音，判断Tim去售后服务中心的目的。 当记录，不仅有利于提 炼重点信息，还可以积 Tim went to the service center to 累素材。 A.have the screen of his mobile phone checked 让人检查他的手机屏幕 Salesperson::Good morning!How can I help you,sitr?有什么可以帮你的？“What can I do for you?” 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? even if=even though意为“即使，尽管” 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? 44e044。e004.40400848060404 Customer Service 063 repaired为过去分词过定语 B.get his repaired mobile phone拿回他那部修好的手机 C.have the screen of his mobile phone changed让人更换他的手机屏幕 D.have his mobile phone repaired让人修手机 4 Listen and tick. 再听录音，勾选下面的手机维修记录。 Name of the Customer Tim Brown n.电池 Item battery ☐screen ☐camera 项目 unable to charge the battery properly电池不能正常充电 ☐broken screen Problem unable to take pictures ☐others: 购买时间 Time of ☐three three ☐others: Purchase weeks ago months ago ⑦change the battery ☐repair the ☐change the Solution 解决方案 ▣others: screen camera 5 Listen and complete. 再听录音，完成对Tim经历的描述。 mobile phone Tim went to the service center to have his 1) repaired yesterday.He just bought the phone several 2)_months ago,but now the battery can't be 3)charged properly.The staff 4)_checked the battery and expressed an apology for the inconvenience caused.Since the mobile phone was still under 5,the service center finally changed the battery of the mobile phone for Tim. 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(在保质期内？ "以便于；为了" 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. 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。 嘉员布剑下是鹊夏不您能哉不不收媛以便我们确认一下是否在保修期内吗2… 售孕：我们给您检，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 回回 售货员：不客气。请您检查手表并在这里签-卞名。1 erline. 听录音并跟读，标出有关投诉及回应的语句。 Salesperson: Good afternoon!What can I do for you.sir? 运动手表 refund v.退还，退款；偿还 Tim Brown: I'd like to have this sports watch refunded.I just bought it, seem“看起来/似乎”：主语+seem(tobe)+表语 but it seems to have a propiem now. Salesperson: What's the problem? adj.空白的 即便 Tim Brown: It always has a blank screen.Even if I charge it for a whole so that=in order that v.充电 为了”， 引导目的状语 night,it still doesn't work. 从句， 引导目的状语从 句，从句中谓语动词常 Salesperson: When did you buy this sports watch? would you please do sth？用于 can,could,may,might Tim Brown: I bought it last month 请求别人做某事，表示“你 等情态动词连用。 n.不便；麻烦 愿意吗？ so as to do=in order to Salesperson: I'm so sorry for the inconvenience caused.Would you please do sth,to后接动词原形 几收据 g.i norder to do可以 show me your receipt so that we can check whether it is still 放在句首和句中，$0 n.保修（期）；保证 so that=-in order that“为了”，引导目的状语从句 asto只能放句中。 under guarantee? Tim Brown: OK.Here you are v.检查；核对 Salesperson: We'll get your sports watch checked immediately.Please wait a minute (After a while) n.耐心 Salesperson: Thanks for your patience.Sorry,we can't refund it.But we V更换 can exchange it for you.Is that OK? Tim Brown: It's OK.Thank you. Salesperson: It's my pleasure.Please check the new watch and sign your name here 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： )表示 “让某人做某事让谋私（被人）做” “遭遇到某种不幸，受到打击” Customer Service 065 7 Imitate and talk. 两人一组，根据所给提示，与同伴练习对话。 smart watch 智能手表 T-shirt alarm doesn't work闹铃不工作 the wrong size 1 bought two days ago bought last night 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: 立刻，马上 B:We'll get your...checked in no time.Please wait a minute. (After a while) B:Thanks for your patience.We can exchange refund ..for you. 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.Role nlav. TIPS Staff:It's my pleasure.Please check the computer and sign your name here. 网人一组，促据所给情境礼定示，编排开展示服务过程。 处理顾客的投诉时， 要认真倾听顾客的意见， 对给顾客造成的不便表示 抱歉，同时提供有效的 解决方案。 Time:one month ago Receipt:v 自动重启 Problem:restart automatically Preferred Solution:exchange or refund 首选解决方案：换货或退款