(课件网) Listening &Speaking 基础模块3 Unit 4 Customer Service 高等教育-出卷网- CUSTOMEERSERVICE Learning objectives To master the expressions to make and deal with a complaint. To be able to make and deal with a complaint in different situations. To develop a sense of service and adhere to professional principles. Knowledge objectives Ability objectives Emotional objectives CUSTOMERSERVICE CONTENTS 目录 01 Warming up 03 Speaking 02 Listening 04 Homework Warming up 01 PART Unit 4 Customer Service What after-sale problems have you had in your life Warming up after-sale problems wrong delivery damaged items 1 2 quality problem 5 package delay 3 packet loss 4 price change wrong colors 6 7 return and exchange 8 Warming up What after-sale problems does the lady have The couch was not built the same. Warming up What after-sale problems does the lady have There are scratches and stains on the dining table. Warming up What after-sale problems does the lady have The carpet was wrong color. Warming up What after-sale problems does the lady have Replace all the damaged items and the wrong carpet. Task1 Look and match. A. The dish is too salty. B. It is the wrong size. C. There is something wrong with the mobile phone battery. D. There is no hot water again. 1 2 3 4 将下列投诉与图片相匹配。 B D A C Task2 Think and tick. 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. 思考并勾选出投诉时会用到的语句。 不便 have sth done 使得某物被... 提出投诉，抱怨 message expressions and sentences after-sale problems make a complaint summary The dish is too salty. It is the wrong size. There is something wrong with the mobile phone battery. There is no hot water again. I’d like to have my mobile phone repaired. The dish is too ... It is the wrong ... There is something wrong with ... There is no ...again. I’d like to have ... repaired. Excuse me, I’d like to make a complaint. I am calling to complain about... Listening 02 PART Unit 4 Customer Service Task3 Listen and choose. A.have the screen of his mobile phone checked B. get his repaired mobile phone C. have the battery of his mobile phone exchanged D.have his mobile phone repaired 听录音，判断Tim去售后服务中心的目的。 Tim went to the service center to_____. TIPS 适当记录 提炼重点 组织信息 屏幕 电池 Task4 Listen and tick. 再听录音，勾选下面的手机维修记录。 Name of the Customer Tim Brown Item Problem Time of Purchase Solution battery screen camera unable to charge the battery properly broken screen cannot take pictures other: 。 three weeks ago three months ago other:_____ change the battery repair the screen change the camera other: 。 Task5 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 se ... ...
