中职英语高教版（2021）基础模块3Unit 4 Customer Service评优课ppt课件

这是一份中职英语高教版（2021）基础模块3Unit 4 Customer Service评优课ppt课件，共24页。PPT课件主要包含了Warming up，PART，Group Work，Homework等内容，欢迎下载使用。

Learning bjectives
T learn sme business etiquette and culture in different cuntries.
T be able t write a cmplaint case analysis reprt.
T feel the great business etiquette and culture in China.
Knwledge bjectives
Ability bjectives
Emtinal bjectives
CUSTOMERSERVICE
Unit 4 Custmer Service
America：plite; punctual; elegant; dn’t get t ：strict; punctual; efficient; frmal; dn't crss talk r whisper ：pay attentin t clthes; plite; keep ne’s wrds; dn’t smke...
What is the business etiquette in different cuntries?
Culture Understanding
Cultural Understanding.
T cnduct business arund the wrld, yu need t knw the business cultures in different cuntries. Here are sme fr yur reference.In China, yu are expected t be well prepared fr business meetings. Fr example, yu are expected t make sure t have enugh cpies f yur prpsal ready fr handing ut. Small talk is cnsidered particularly imprtant at the beginning f a meeting. Last but nt the least, be n time fr yur business activities. Being late is an ffence（冒犯） in the Chinese business culture.
Ding Business Arund the Wrld
When ding business in Turkey, yu shuld have enugh patience. Turkish business peple d nt like pressure and deadlines. Any attempt t hurry the prcess f negtiatin（谈判） may end the prcess.Decisin making in Turkey can be slw. Be prepared t meet several times befre the actual bargaining（交易） r negtiatin stage.In France, yu are expected t act in a reserved manner at business meetings and avid sharing persnal infrmatin t shw yur friendliness. German business peple greatly value appintments, and simply drpping by r calling t discuss a business matter is regarded as rude. Filipins place a high value n trust and believe that gd things cme t thse wh practice patience. If yu’re scheduling a meeting in the Philippines, it’s cmmn t make arrangements as far as a mnth ahead f time.
Other cuntries
1.Read and fill the table belw:
be well prepared fr business meetings; be n time fr business activities
have enugh patience
act in a reserved manner; avid sharing persnal infrmatin
greatly value appintments
place a high value n trust; make arrangements ahead f time
2.Read the passage and answer the fllwing questins.
Wh d nt like deadlines in business?A. Chinese. B. Spanish. C. Turks. D. Filipins.
2) In which cuntries shuld we take care nt t share persnal infrmatin?A. Chinese. B. Turkey. C. Germany. D. France.
3.Language pint analysis:
T cnduct business arund the wrld, yu need t knw the business cultures in different cuntries. Here are sme fr yur reference.
1.cnduct vt.经营；从事
E.g:I decided t cnduct an experiment. 我决定做一个实验。
2.reference n.参照；参考
E.g:Make ntes during lectures fr reference later n. 听讲座的时候记些笔记以便今后参考。
In China, yu are expected t be well prepared fr business meetings. Fr example, yu are expected t make sure t have enugh cpies f yur prpsal ready fr handing ut. Small talk is cnsidered particularly imprtant at the beginning f a meeting. Last but nt the least, be n time fr yur business activities. Being late is an ffence（冒犯） in the Chinese business culture.
3.business meeting 商务会议
E.g:I gt an imprtant business meeting with Lisa. 我和Lisa有一个重要的生意要谈。
4.hand ut 分发
E.g:They had handed ut leaflets in the street. 他们在街上已经散发了传单。
5.ffence n.冒犯；得罪
E.g:He's very srry fr giving ffence . 他很不愿意得罪人的。
When ding business in Turkey, yu shuld have enugh patience. Turkish business peple d nt like pressure and deadlines.
6.Turkey n.土耳其 Turkish adj.土耳其的
E.g:They were trying t beat the midnight deadline. 他们试图抢在午夜截止期限之前完成。
7.deadline n.最后期限；截止日期
E.g:She has jurneyed n hrseback thrugh Africa and Turkey. 她骑马旅行，穿过了非洲和土耳其。
Any attempt t hurry the prcess f negtiatin（谈判） may end the prcess.Decisin making in Turkey can be slw. Be prepared t meet several times befre the actual bargaining（交易） r negtiatin stage.
8.negtiatin n.谈判；协商
E.g:Here was a real basis fr bargaining . 这是达成协议的真正基础。
9.bargain v.谈判；讲条件
E.g:Psitive prgress has been achieved during the negtiatins . 谈判取得了良好的进展。
German business peple greatly value appintments, and simply drpping by r calling t discuss a business matter is regarded as rude. Filipins place a high value n trust and believe that gd things cme t thse wh practice patience.
10.drp by 顺便来访
E.g: I want t drp by her tmrrw. 我想明天顺路去看看她。
11.Filipin adj.菲律宾的 n.菲律宾人
E.g: The Filipin kid is a genius. 这菲律宾小子是个天才。
12.place a high value n... 对... 给予高度重视
E.g:Parents place a high value n the grwth and educatin f their children. 父母高度重视孩子的成长和教育。
1.Wrk in grups. Read the fllwing cmplaints and write dwn the key cntent.
小组活动，阅读下列投诉信，记录主要内容。
delayed delivery
price changed frm 128 yuan t 98 yuan
fill the price difference
the screen f the mbile phne was brken
have the phne exchanged
2.Wrk in grups. Analyze the prblems and give pssible slutins.
小组讨论，每组选择一个投诉案例进行分析，然后汇总给出解决建议。
pay fr the lss
price changed frm128 yuan t 98 yuan
way f prmtin
vilent delivery
send them a new ne and give them a discunt fr future rders
3.Finish yur reprt and share in class.
小组完成报告，并在班级内分享。
Dear Manager,We’ve read thrugh the cmplaints. We think the main prblem is ur 　　　　 　　　. S we are respnsible fr it. 　　　　the custmers cmplained abut 　 and damage caused t the gds during the curse f , we think we shuld_______________________, fr example,________________________________________________________________________.As fr the price difference, we think we shuld 　　　　　 fr the custmers. These are ur suggestins. Lking frward t yur reply.Yurs sincerely, .　
delivery and act f prmtin
the delayed delivery
pay fr their lss
send them new nes r
give them a discunt fr future rders
Finish and perfect the cmplaint case analysis reprt.Design a hand-cpied newspaper abut etiquette and cultural similarities and differences between Chinese and western business.