【教材笔记】4.2 Reading and Writing-Customer Service《英语 基础模块3》（高教版第三版）

Reading and Writing 9 Read and learn. 读快递员的自述，分析标红部分的意义。 v运送 n.包裹 1)I deliver packages to customers every day. 我每天为顾客派送包裹。 take 2)I always try to deliver them as soon as possible. 我总是尽快把它们派送到位。 尽快地 V.安排 3)The system will arrange the orders for me to pick up. 系统会自动为我安 排待取的订单。 charge of负责 4)I take charge of n货物 sending the goods to the right address. 我负责把货物精准送到正确 地址。 5)I make sure every delivery is on time.准时 我确保每一次派送都准时 送达。 express sincere apology 真诚地道歉 Reply to a complaint letter explain the cause 投诉信的回复 解释原因 propose solution 提出解决方案 解Service put forward expectations 067 提出期望 ①0 Read and choose. to solid long-term cooperation 巩固长期合作关系 读信件，选择合适的主题。 托马斯R.史密斯 这封信是做什么的？ ABC公司格林大道3489号 华盛顿州奥林匹亚市邮编98502 What is the letter for? Thomas R.Smith ☐A.Making a complaint..投诉 ABC Co.3489 Green Ave. ☑B.Dealing with a customer'scompaint.处理客户的投诉 和顾客洽谈业 Olympia,WA 98502 C.Discussing business with a customer. □D.Expressing thanks..表达感谢 务 Dear Mr.Smith, n.信任 亲爱的史密斯先 感谢您对我公 Thank you deliver,.递送；送载ompany..I've read yo真跳的ou片.道款aflets 来信已阅， 很抱 款为贵公司投递 和贵公司在 incorrectly de图半to youn.,粗心any.I'd like to expressoincere apologyfor the 误的宣传页。对于 同一区域的 inconvenience due to our carelessness. leaflet n.小册子； 于我们的琉忽给贵公 另外一家公 司碰巧订做 happes/appenedthat.”表示"碰巧或恰巧发生某事”，hat后接望指灰简。 司造成的不便，在此 深表款意。 了类似的宣 It happened that there was another company who ordered similal.递送；运载he 的食季 负责 same district aomany.The staff member in charge of the delivery put the 把邮寄地址 wrong address sheet on the package and thus caused the problem. 为长期合作 们会尽己所 n解类芳法have been p安∯for so long,we'l try our best to work精保，是 的解决方案。 投事件。 们将 solution for you.We'll arrange a second delivery as quickly as possible and make sure 确保您明天收到 正确的宣传页。 我们 you receive the right leaflets tomorrow.As for the wrong leaflets,our delivery man 的送货员在明天 送件 的时候会把误投的宣 will get the package back from your company when he makes the delivery tomorrow. 传册取回。 v.提及；提到delay v.延迟；推迟 给…造成损失 As you mentioned in your letter,delayed妻求will cause.减；降猴rbusiness.. Even though you didn't expre藏hare挥诺；承reduce the price of the 如您在信中所说 延 迟送货会给贵公 司 leaflets by 15%.To express our sincerity,we promise to give you a 5%discount on all 成 定的损失。 即 the leaflets we may make for you in the future. 您并耒提出赔偿 我们这次也会 给您 vn支持 五折的价格。 We're sorry again for all the trouble.We sincerely hope you will support our company 表达我们的诚意 们承诺今后贵公司在 汤再沈对这次给您造成的不便表示款意。希望您能一如既往地支持我公司 我公司订制的所有宣 传页均享受九五折的 价格 Best wishes! 祝好」 辨析due to、 because of Sincerely, due to意为“由于， 造成”， 您诚挚的 作状语，也可作表语或定语。 Richard Brown理查德.布朗 because of意为 express apology for..因为.…表达歉意 的名词性从句。 make an apology to sb.for sth. 因为某事或某物向某人道歉 sb.be in charge of sth.某人负责某事 apologize v.道款 apologize to sb.for sth,因为某事或某物 sth.be in the charge of sb.某事由人负责 sb.t ake char ge of sth.某人负责某事 向某人道歉 UNIT 068 11 Read and complete. 细读信件.完成对投诉及解决方案的梳理。 问题 Problem: leaflets delivered incorrectly 原因 Cause: Staff placed the wrong address sheet on the package. 解决办法 Solution: 1)Send the right leaflets. 2)Reduce the price of the leaflets by 15% 3)Give a 5%discount on future orders. 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。 我希望你们明天能寄送正确的宣传单。 1)I hope you will send the right leaflets tomorrow. 当我们打开包裹时，惊 讶地发现传单不是我们 2)We were surprised that the leaflets were not ours when we opened 的。我已阅读您关宇这 I've read your email about the leaflets incorrectly the package. 些错误投递到赁公司的 delivered to your company. 传单的邮件。 □ 3)Your staff member must have made a mistake about the address 即使您明天能寄给我们正确 您的员工一定在地址上犯了错误。 的宣传单，延迟也会对您的 4)Even if you can send us the right leaflets tomorrow,the delay will 业务造成重大损失。正如您 在信中提到的，延迟交付将 cause a big loss. As you mentioned in your letter,delayed delivery will cause loss to your business. 导致严重损失。 5)I hope you can reduce the price a bit to make up for the loss 我希望你们能稍微降低一点价格来弥补损失。 make up for弥补 6)We hope you can give us discounts on future orders. 我们希望您能给予我们未来订单的折扣。 Customer Service 069 3Read and describe. 看图.根据图片提示，描述Mary投诉的经历。 Dellvery time:Aug.1 Tips 他们于8月1日寄出了我的货物，预计在三天 Your goods will 内到达。 be delivered in three days. They sent out my goods on August 1, which were expected to arrive 1) in three days August 15 然而，我的货物被延迟了三天。当我打开箱子时， 我发现一些苹果已经损坏了。 However,my goods were 2)delayed for 3)three days.When I opened the box,I found some of the apples were 4)damaged- We'l‖send another box and give a 15% discount, I telephoned to 5)make a complaint/ complain The shop decided to send me another box of apples 6 I want to and give complain. me 7)a15%discounton future orders. 我打电话去投诉。商店决定 再给我寄二箱苹果，并且在 未来的订单上给我5的折扣 express dissatisfaction 表达不满 How to write a complaint letter describe the problem UNIT 如何写一封投诉信 描述问题 070 make a request 作出要求 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。 0●0 首先 我想对延迟交货表示诚挚的歉意，尽管这是由于天气 不好造成的。正如您在电话中提到的。 一些苹果受损了 因 Dear Madam, 此我们决定再给您寄一箱苹果。并且我们承诺在未来订单中 给您15的折扣。 首先，最初 First of all,I want to express our sincere apology for the delayed delivery, even though it was due to the bad weather. 恶积ou mentioned on the phone,some apples were damaged So we decided to send you another box of apples And we promise to give you a 15%discount on future orders We hope you will support us as ever. 希望您能一如既往地支持我们。 Yours sincerely, Li Hua 立三