(
课件网) Reading &Writing 基础模块3 Unit 4 Customer Service 高等教育-出卷网- CUSTOMEERSERVICE Learning objectives To learn words and phrases to reply a complaint. To get the clear procedures to reply a complaint letter and write one. To understand and accept the different complaints between Chinese and English. Knowledge objectives Ability objectives Emotional objectives CUSTOMERSERVICE CONTENTS 目录 01 Warming up 03 Writing 02 Reading 04 Homework Warming up 01 PART Unit 4 Customer Service Warming up More ways to make a complaint. Warming up make and deal with a complaint The staff The customer How can I help I’m sorry for the inconvenience caused. What’s the problem Would you please show me your receipt so that we can check whether it is still under guarantee We can’t refund it. But we’ve exchanged a new ...for you. Is that OK Thanks for your patience. Excuse me, I’d like to make a complaint. I am calling about... It seems to have a problem now.It always has a black screen. I’d like to have this ...refunded. make a telephone call set an email go to the shop (face to face) Warming up More ways to make a complaint. Task9 Discuss and answer. What will you do in the following situations 1) You received incorrectly delivered goods. 2) The delivery of your order is delayed. 3) The delivery man placed a wrong address sheet on your package. 小组讨论，回答问题。 v.投递；递送 n.投递；递送 V.延迟 n.单子 Reading 02 PART Unit 4 Customer Service Task10 Read and choose. A. Making a complaint. B. Dealing with customer’s complaint. C. Discussing business with the customer. D. Expressing thanks. 阅读信件，选择合适的主题。 What is the letter for Task10 Read and choose. 阅读信件，选择合适的主题。 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. It happened that there was another company who ordered similar leaflets in the same district as your company. The staff who was in charge of the delivery put the wrong address sheet on the package and thus caused the problem. Task10 Read and choose. 阅读信件，选择合适的主题 Since we have been partners for so long, we’ll try our best to work out a better solution for you. We’ll arrange for 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. 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 for all the leaflets we may make for you in the future. Sorry again for all the trouble. ... ...
