Listening

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SpeakingUnit4CustomerServiceCustomerserviceisanattitude--notadepartment.客戶服務(wù)是一種態(tài)度--不止是一個部門。LearningobjectivesToidentifyandnotedowninformationaboutservices.Tobeabletomakeacomplaintaboutserviceorproductproblems.Toexamplifyhonestyanddedicationinwork.KnowledgeobjectivesAbilityobjectivesEmotionalobjectivesCONTENTS01Warmingup02Listening03Speaking04Homework01WarmingupCustomerserviceisanattitude--notadepartment.客戶服務(wù)是一種態(tài)度--不止是一個部門。

客戶服務(wù)是指客戶服務(wù)工作（接受顧客咨詢，幫顧客解答疑惑），或者是承擔(dān)客戶服務(wù)工作的機(jī)構(gòu)?？蛻舴?wù)是什么？方式：通常是通過電話進(jìn)行，但也可以通過電子郵件、傳真、聊天、自助服務(wù)或郵件進(jìn)行。011.Whatdoyouthinkcustomerserviceis？分類：售前服務(wù)、售中服務(wù)、售后服務(wù)012.Whatcustomerserviceproblemshavehappenedtoyou?

售后服務(wù)

凡與所銷售商品有連帶關(guān)系，并且有益于購買者特征的服務(wù)，主要包括送貨、安裝、產(chǎn)品退換、維修、保養(yǎng)、使用技術(shù)培訓(xùn)等方面的服務(wù)。returnandexchangequalityproblemwrongdeliverypackagedelaypricechangepacketloss...013.Howdidyoudealwiththeproblems?

makeacomplaintaskforotherservicesstopbuyingfromtheshopper...01Task1Lookandmatch.將下列投訴與圖片相匹配。A.Thedishistoosalty.B.Itisthewrongsize.C.Thereissomethingwrongwiththemobilephonebattery.D.Thereisnohotwateragain.BDAC01Task2Thinkandtick.思考并勾選出投訴時會用到的語句。A.Wearesorryforanyinconveniencecaused.B.I’dliketohavemymobilephonerepaired.C.Excuseme,Iwouldliketomakeacomplaint.D.I’mcallingtocomplainabouttheterribleserviceyouprovidedattherestaurant.不便havesthdone讓別人做某事提出投訴，抱怨02ListeningCustomerserviceisanattitude--notadepartment.客戶服務(wù)是一種態(tài)度--不止是一個部門。02Task3Listenandchoose.聽錄音，判斷Tim去售后服務(wù)中心的目的。A.havethescreenofhismobilephonecheckedB.gethisrepairedmobilephoneC.havethebatteryofhismobilephoneexchangedD.havehismobilephonerepaired

Timwenttotheservicecenterto________.屏幕電池I’dliketohavethemobilephonerepaired.02Task4Listenandtick.再聽錄音，勾選下面的手機(jī)維修記錄。NameoftheCustomerTimBrownItemProblemTimeofPurchaseSolutionbatteryscreencameraunabletochargethebatteryproperlybrokenscreencannottakepicturesother:

。threeweeksagothreemonthsagoother:____________changethebatteryrepairthescreenchangethecameraother:

。itseemstohaveaproblemwiththebattery.Itwon’tchargeproperlyIboughtitthreemonthsago.We’veexchangedthebatteryforyou.02Task5Listenandcomplete.再聽錄音，完成對Tim經(jīng)歷的描述。Timwenttotheservicecentertohavehis1)__________________repairedyesterday.Hejustboughtthephoneseveral2)_________ago,butnowthebatterycan’tbe3)_____________properly.Thestaff4)

thebatteryandexpressedapologyfortheinconveniencecaused.Sincethemobilephonewasstillunder5)

,theservicecenterfinallyexchangedthebatteryofthemobilephoneforTim.mobilephonemonthschargedcheckedguarantee02ScriptStaff:Goodmorning!HowcanIhelpyou,sir?TimBrown:I’dliketohavethemobilephonerepaired.Iboughtitseveralmonthsago,butitseemstohaveaproblemwiththebattery.Staff:What’stheproblem?TimBrown:Itwon’tchargeproperly.EvenifIchargeitforawholenight,thereisstillverylittlepower.Staff:Whendidyoubuythiscellphone,sir?TimBrown:Iboughtitthreemonthsago.Staff:I’msosorryfortheinconveniencecaused.Wouldyoupleaseshowmeyourreceiptsothatwecancheckwhetheritisstillunderguarantee?TimBrown:OK.Hereyouare.Staff:We’llgetyourcellphonecheckedinnotime.Pleasewaitaminute.(Afterhalfanhour)Staff:Thanksforyourpatience.We’veexchangedthebatteryforyou.TimBrown:Thankyou.Staff:Itismypleasure.Pleasecheckthephoneandsignyournamehere.03SpeakingCustomerserviceisanattitude--notadepartment.客戶服務(wù)是一種態(tài)度--不止是一個部門。03Task6Listen,readandunderline.聽錄音并跟讀，標(biāo)出有關(guān)投訴及回應(yīng)的語句。Staff:Goodafternoon!WhatcanIdoforyou,sir?TimBrown:I’dliketohavethissportswatchrefunded.Ijustboughtit,butitseemstohaveaproblemnow.Staff:What’stheproblem?TimBrown:Italwayshasablankscreen.EvenifIchargeitforawholenight,itstilldoesn’twork.Staff:Whendidyoubuythissportswatch?TimBrown:Iboughtitlastweek.Staff:I’msosorryfortheinconveniencecaused.Wouldyoupleaseshowmeyourreceiptsothatwecancheckwhetheritisstillunderguarantee?TimBrown:OK.Hereyouare.Staff:We’llgetyoursportswatchcheckedimmediately.Pleasewaitaminute.(Afterawhile)Staff:Thanksforyourpatience.Sorry,wecan’trefundit.Butwe’veexchangedanewsportswatchforyou.IsthatOK?TimBrown:It’sOK.Thankyou.Staff:It’smypleasure.Pleasecheckthewatchandsignyournamehere.03Languagepointsanalysis.

I’dliketohavethissportswatchrefunded.Ijustboughtit,butitseemstohaveaproblemnow.我想退掉這塊運(yùn)動手表。我剛買的，但現(xiàn)在好像有問題了。2.refundvt.退還；歸還我在理發(fā)店剪了頭發(fā)。____________________________________1.havesthdone

讓別人做某事IhavemyhaircutattheBarber's.我們會退還你所有的錢。____________________________________________Wewillrefundyouyourmoneyinfull.03Languagepointsanalysis.

EvenifIchargeitforawholenight,itstilldoesn’twork.就算我充一晚上電，也沒用。4.chargevi.充電即使你用盡全力，也不可能追上他。_________________________________________________________3.evenif

即使Youcan'tcatchupwithhimevenifyoutryyourbest.電動車充電的最佳時間在晚上。_________________________________________________________Thebesttimetochargeanelectriccarisatnight.03Languagepointsanalysis.

I’msosorryfortheinconveniencecaused.Wouldyoupleaseshowmeyourreceiptsothatwecancheckwhetheritisstillunderguarantee?很抱歉給您帶來不便。請出示您的收據(jù)，以便我們查看是否仍在保修期內(nèi)？6.receiptn.收據(jù)；發(fā)票5.inconvenience

n.不方便；麻煩conveniencen.方便convenientadj.方便的請給我開個收據(jù)好嗎？_______________________________CanIhaveareceipt,please?03Languagepointsanalysis.

I’msosorryfortheinconveniencecaused.Wouldyoupleaseshowmeyourreceiptsothatwecancheckwhetheritisstillunder

guarantee?很抱歉給您帶來不便。請出示您的收據(jù)，以便我們查看是否仍在保修期內(nèi)？8.underguarantee在保修期內(nèi)7.sothat

以便于，為了這臺手機(jī)在保修期內(nèi)嗎？________________________________________Isthephonestillunderguarantee?她早起是為了不錯過火車______________________________________________________________Shegotupearlysothatshewouldn’tmissthetrain.03sumup1.havesthdone

讓別人做某事2.refund

vt.退還；歸還3.evenif

即使4.charge

vi.充電5.inconveniencen.不方便；麻煩6.receiptn.收據(jù)；發(fā)票7.sothat

以便于，為了8.underguarantee在保修期內(nèi)03Task7Imitateandtalk.兩人一組，根據(jù)所給提示，與同伴練習(xí)對話。A:I’dliketohave...exchanged/refunded...Itseemstohaveaproblem.B:What’stheproblem?A:...B:Whendidyoubuythis...?A:...B:I’msosorryfortheinconveniencecaused.Wouldyoupleaseshowmeyourreceiptsothat...?A:...B:We’llgetyour...checkedinnotime.Pleasewaitaminute.(Afterhalfanhour)B:Thanksforyourpatience.We’veexchanged/refunded...foryou.......smartwatchalarmnotworkboughttwodaysago103Task7Imitateandtalk.兩人一組，根據(jù)所給提示，與同伴練習(xí)對話。A:I’dliketohave...exchanged/refunded...Itseemstohaveaproblem.B:What’stheproblem?A:...B:Whendidyoubuythis...?A:...B:I’msosorryfortheinconveniencecaused.Wouldyoupleaseshowmeyourreceiptsothat...?A:...B:We’llgetyour...checkedinnotime.Pleasewaitaminute.(Afterhalfanhour)B:Thanksforyourpatience.We’veexchanged/refunded...foryou.......2T-shirtthewrongsizeboughtlastnight03Task7Imitateandtalk.Staff:Goodmorning!WhatcanIdoforyou,madam?Customer:I’dliketohavethissmartwatchexchanged.Ijustboughtit,butitseemstohaveaproblemnow.Staff:What’stheproblem?Customer:It’salarmdoesn’tworknow.Staff:Whendidyoubuyit?Customer:Iboughtittwodaysago.Staff:I’msorryfortheinconveniencecaused.Wouldyoupleaseshowmeyourreceiptsothatwecancheckwhetheritisstillunderguarantee?Customer:Ok.Hereyouare.Staff:Wewillgetyoursmartwatchcheckedinnotime.Pleasewaitaminute.(Afterawhile)Staff:Thanksforyourpatience.Wehaveexchangedanewsmartwatchforyou.Isthatok?Customer:Thankyou.Staff:It’smypleasure.Pleasecheckthewatchandsignyournamehere.03Task8Roleplay.兩人一組，根據(jù)所給情境和提示，編排并展示服務(wù)過程。

TIPS

處理顧客打投訴時，要認(rèn)真傾聽顧客的意見，對個顧客造成的不便表示抱歉，同時提供解決方案。Time:onemonthagoReceipt:√Problem:restartautomaticallyPreferredSolution:exchangeorrefund03Task8Roleplay.Staff:Goodmorning,sir.CanIhelpyou?Tim:I’dliketohavethiscomputerrefunded.Ijustboughtit,butitseemstohaveaproblemnow.Staff:What’stheproblem?Tim:Italwaysrestartsautomatically.Staff:Whendidyoubuyit?Tim:Iboughtitonemonthago.Staff:Sorryfortheinconveniencecaused.Wouldyoupleaseshowmeyourreceiptsothatwecancheckifitisstillunderguarantee?Tim:Ok.Hereyouare.Staff:Wewillgetthecomputercheckedimmediately.Pleasewaitamoment.(afterawhile)Staff:Thanksforyourpatience.Sorry,wecan’trefundit.Butwe’veexchangedanewcomputerforyou.Ist