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中职英语高教版（2021）基础模块3Unit 4 Customer Service教学演示ppt课件
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这是一份中职英语高教版（2021）基础模块3Unit 4 Customer Service教学演示ppt课件，共28页。PPT课件主要包含了Part 1，Warning Up，Part 2，Listening ，months，charged，checked，guarantee，Part 3，Speaking 等内容，欢迎下载使用。
1. Warning Up
3. Speaking
2. Listening
01 Warning Up
Discuss the fllwing questins:What is the mst cmmn custmer cmplaint?What are the benefits f custmer cmplaints?Hw can yu be practive abut custmer cmplaints?
Custmer: Hi, can yu help me? I’ve gt a bit f a prblem. Shp: I’m srry t hear that. What’s the prblem? Custmer: I received my dr yesterday but it has a dent in it. It lks very bad. Shp: OK. Can I have yur rder number please? Custmer: It’s AED1278. Shp: Thank yu. One mment, while I check the details. Shp: Ah yes, it’s here. I can send ut a replacement dr fr yu. Custmer: Yes! That wuld be great. Thank yu. Shp: We can deliver a replacement dr n Tuesday. Is that OK? Custmer: Yes, thank yu. That wuld be great. What time? Shp: It’s an all day delivery, s it will be between 9 am and 9 pm. Custmer: That’s fine. Thank yu.
阅读下面的对话，并回答问题。
Task 1 Lk and match.
将下列投诉与图片相匹配。
1. _____________
3. _____________
2. _____________
4. _____________
The dish is t salty.It is the wrng size.There is smething wrng with the mbile phne battery.There is n ht water again.
Task 2 Think and tick.
思考并勾选出投诉时会用到的语句。
1. We are srry fr any incnvenience caused.2. I’d like t have my mbile phne repaired.3. Excuse me, I wuld like t make a cmplaint.4. I’m calling t cmplain abut the terrible service yu prvided at the restaurant.
02 Listening
Task 3 Listen and chse.
听录音，判断Tim去售后服务中心的目的。
Tim went t the service center t ________.
have the screen f his mbile phne checkedget his repaired mbile phnehave the battery f his mbile phne exchangedhave his mbile phne repaired
Service Center
Task 4 Listen and tick.
再听录音，勾选下面的手机维修记录。
Task 5 Listen and cmplete.
再听录音，完成对Tim经历的描述。
Tim went t the service center t have his 1) __________________ repaired yesterday. He just bught the phne several 2) ____________ ag, but nw the battery can’t be 3) ____________ prperly. The staff 4) ____________ the battery and expressed aplgy fr the incnvenience caused. Since the mbile phne was still under 5) ____________, the service center finally exchanged the battery f the mbile phne fr Tim.
Task 5 Script
Staff: Gd mrning! Hw can I help yu, sir?Tim Brwn: I’d like t have the mbile phne repaired. I bught it several mnths ag, but it seems t have a prblem with the battery.Staff: What’s the prblem?Tim Brwn: It wn’t charge prperly. Even if I charge it fr a whle night, there is still very little pwer.Staff: When did yu buy this cell phne, sir?Tim Brwn: I bught it three mnths ag. Staff: I’m s srry fr the incnvenience caused. Wuld yu please shw me yur receipt s that we can check whether it is still under guarantee?Tim Brwn: OK. Here yu are.Staff: We’ll get yur cell phne checked in n time. Please wait a minute.(After half an hur)Staff: Thanks fr yur patience. We’ve exchanged the battery fr yu. Tim Brwn: Thank yu.Staff: It is my pleasure. Please check the phne and sign yur name here.
03 Speaking
Hw will yu deal with the fllwing situatins?
Task 6 Listen, read and underline.
听录音并跟读，标出有关投诉及回应的语句。
Staff: Gd afternn! What can I d fr yu, sir?Tim Brwn: I’d like t have this sprts watch refunded. I just bught it, but it seems t have a prblem nw.Staff: What’s the prblem? Tim Brwn: It always has a blank screen. Even if I charge it fr a whle night, it still desn’t wrk.Staff: When did yu buy this sprts watch?Tim Brwn: I bught it last week. Staff: I’m s srry fr the incnvenience caused. Wuld yu please shw me yur receipt s that we can check whether it is still under guarantee?Tim Brwn: OK. Here yu are.Staff: We’ll get yur sprts watch checked immediately. Please wait a minute.(After a while)Staff: Thanks fr yur patience. Srry, we can’t refund it. But we’ve exchanged a new sprts watch fr yu. Is that OK?Tim Brwn: It’s OK. Thank yu.Staff: It’s my pleasure. Please check the watch and sign yur name here.
refund/vt. 退还；归还e.g: I wuld like a refund, please. This pizza was already half eaten when I pened the bx.
even if 即使e.g: Even if yu wn't tell me , I'll knw anyway.
charge/vi. 收费；充电e.g: I charge twenty dllars an hur.
Staff: Gd afternn! What can I d fr yu, sir?Tim Brwn: I’d like t have this sprts watch refunded. I just bught it, but it seems t have a prblem nw.Staff: What’s the prblem? Tim Brwn: It always has a blank screen. Even if I charge it fr a whle night, it still desn’t wrk.Staff: When did yu buy this sprts watch?Tim Brwn: I bught it last week.
Staff: I’m s srry fr the incnvenience caused. Wuld yu please shw me yur receipt s that we can check whether it is still under guarantee?Tim Brwn: OK. Here yu are.…
incnvenience/n. 不方便；麻烦e.g: He prmised t be very quick s as nt t incnvenience them any further.
receipt/n. 收据；发票e.g: I need t bring these shes back t the shp. Where’s the receipt?
under guarantee 在保修期内e.g: This prduct is sld under guarantee, s yu can be sure f its quality.
Task 7 Imitate and talk.
两人一组，根据所给提示，与同伴练习对话。
A: I’d like t have ... exchanged / refunded ... It seems t have a prblem. B: What’s the prblem?A: ... B: When did yu buy this ... ?A: ... B: I’m s srry fr the incnvenience caused. Wuld yu please shw me yur receipt s that ... ?A: ... B: We’ll get yur ... checked in n time. Please wait a minute.(After half an hur)B: Thanks fr yur patience. We’ve exchanged / refunded ... fr yu.
A: I’d like t have ... exchanged / refunded ... It seems t have a prblem. B: What’s the prblem?A: ... B: When did yu buy this ... ?A: ... B: I’m s srry fr the incnvenience caused. Wuld yu please shw me yur receipt s that ... ?A: ... B: We’ll get yur ... checked in n time. Please wait a minute.(After half an hur)B: Thanks fr yur patience. We’ve exchanged / refunded ... fr yu.
Task 8 Rle play.
两人一组，根据所给情境和提示，编排并展示服务过程。
Time: ne mnth agReceipt: √Prblem: restart autmaticallyPreferred Slutin: exchange r refund
Mre expressins abut …
Making a cmplaint
I’ve gt a bit f a prblem.I’d like t make a cmplaint.I’m srry t truble yu, but … Excuse me. I have a ’ve gt a prblem …
I aplgize fr the incnvenience.I’m srry t hear that.Oh, I’m srry abut that.I’m really srry.I’d like t aplgize fr…
Asking fr specifics
Please tell me what the prblem is.What’s the prblem?Oh dear. What’s the prblem? Can I have yur rder number?
Taking actin
I will send a replacement.I will make sure the prblem is srted fr yu.N prblem, I will deal with it fr yu. Leave it with me.I’m srry t have t say this, but …
Remember the useful wrds and expressins in the lessn.Make a vide abut cmplaint in actual situatin.
1. Warning Up
3. Speaking
2. Listening
01 Warning Up
Discuss the fllwing questins:What is the mst cmmn custmer cmplaint?What are the benefits f custmer cmplaints?Hw can yu be practive abut custmer cmplaints?
Custmer: Hi, can yu help me? I’ve gt a bit f a prblem. Shp: I’m srry t hear that. What’s the prblem? Custmer: I received my dr yesterday but it has a dent in it. It lks very bad. Shp: OK. Can I have yur rder number please? Custmer: It’s AED1278. Shp: Thank yu. One mment, while I check the details. Shp: Ah yes, it’s here. I can send ut a replacement dr fr yu. Custmer: Yes! That wuld be great. Thank yu. Shp: We can deliver a replacement dr n Tuesday. Is that OK? Custmer: Yes, thank yu. That wuld be great. What time? Shp: It’s an all day delivery, s it will be between 9 am and 9 pm. Custmer: That’s fine. Thank yu.
阅读下面的对话，并回答问题。
Task 1 Lk and match.
将下列投诉与图片相匹配。
1. _____________
3. _____________
2. _____________
4. _____________
The dish is t salty.It is the wrng size.There is smething wrng with the mbile phne battery.There is n ht water again.
Task 2 Think and tick.
思考并勾选出投诉时会用到的语句。
1. We are srry fr any incnvenience caused.2. I’d like t have my mbile phne repaired.3. Excuse me, I wuld like t make a cmplaint.4. I’m calling t cmplain abut the terrible service yu prvided at the restaurant.
02 Listening
Task 3 Listen and chse.
听录音，判断Tim去售后服务中心的目的。
Tim went t the service center t ________.
have the screen f his mbile phne checkedget his repaired mbile phnehave the battery f his mbile phne exchangedhave his mbile phne repaired
Service Center
Task 4 Listen and tick.
再听录音，勾选下面的手机维修记录。
Task 5 Listen and cmplete.
再听录音，完成对Tim经历的描述。
Tim went t the service center t have his 1) __________________ repaired yesterday. He just bught the phne several 2) ____________ ag, but nw the battery can’t be 3) ____________ prperly. The staff 4) ____________ the battery and expressed aplgy fr the incnvenience caused. Since the mbile phne was still under 5) ____________, the service center finally exchanged the battery f the mbile phne fr Tim.
Task 5 Script
Staff: Gd mrning! Hw can I help yu, sir?Tim Brwn: I’d like t have the mbile phne repaired. I bught it several mnths ag, but it seems t have a prblem with the battery.Staff: What’s the prblem?Tim Brwn: It wn’t charge prperly. Even if I charge it fr a whle night, there is still very little pwer.Staff: When did yu buy this cell phne, sir?Tim Brwn: I bught it three mnths ag. Staff: I’m s srry fr the incnvenience caused. Wuld yu please shw me yur receipt s that we can check whether it is still under guarantee?Tim Brwn: OK. Here yu are.Staff: We’ll get yur cell phne checked in n time. Please wait a minute.(After half an hur)Staff: Thanks fr yur patience. We’ve exchanged the battery fr yu. Tim Brwn: Thank yu.Staff: It is my pleasure. Please check the phne and sign yur name here.
03 Speaking
Hw will yu deal with the fllwing situatins?
Task 6 Listen, read and underline.
听录音并跟读，标出有关投诉及回应的语句。
Staff: Gd afternn! What can I d fr yu, sir?Tim Brwn: I’d like t have this sprts watch refunded. I just bught it, but it seems t have a prblem nw.Staff: What’s the prblem? Tim Brwn: It always has a blank screen. Even if I charge it fr a whle night, it still desn’t wrk.Staff: When did yu buy this sprts watch?Tim Brwn: I bught it last week. Staff: I’m s srry fr the incnvenience caused. Wuld yu please shw me yur receipt s that we can check whether it is still under guarantee?Tim Brwn: OK. Here yu are.Staff: We’ll get yur sprts watch checked immediately. Please wait a minute.(After a while)Staff: Thanks fr yur patience. Srry, we can’t refund it. But we’ve exchanged a new sprts watch fr yu. Is that OK?Tim Brwn: It’s OK. Thank yu.Staff: It’s my pleasure. Please check the watch and sign yur name here.
refund/vt. 退还；归还e.g: I wuld like a refund, please. This pizza was already half eaten when I pened the bx.
even if 即使e.g: Even if yu wn't tell me , I'll knw anyway.
charge/vi. 收费；充电e.g: I charge twenty dllars an hur.
Staff: Gd afternn! What can I d fr yu, sir?Tim Brwn: I’d like t have this sprts watch refunded. I just bught it, but it seems t have a prblem nw.Staff: What’s the prblem? Tim Brwn: It always has a blank screen. Even if I charge it fr a whle night, it still desn’t wrk.Staff: When did yu buy this sprts watch?Tim Brwn: I bught it last week.
Staff: I’m s srry fr the incnvenience caused. Wuld yu please shw me yur receipt s that we can check whether it is still under guarantee?Tim Brwn: OK. Here yu are.…
incnvenience/n. 不方便；麻烦e.g: He prmised t be very quick s as nt t incnvenience them any further.
receipt/n. 收据；发票e.g: I need t bring these shes back t the shp. Where’s the receipt?
under guarantee 在保修期内e.g: This prduct is sld under guarantee, s yu can be sure f its quality.
Task 7 Imitate and talk.
两人一组，根据所给提示，与同伴练习对话。
A: I’d like t have ... exchanged / refunded ... It seems t have a prblem. B: What’s the prblem?A: ... B: When did yu buy this ... ?A: ... B: I’m s srry fr the incnvenience caused. Wuld yu please shw me yur receipt s that ... ?A: ... B: We’ll get yur ... checked in n time. Please wait a minute.(After half an hur)B: Thanks fr yur patience. We’ve exchanged / refunded ... fr yu.
A: I’d like t have ... exchanged / refunded ... It seems t have a prblem. B: What’s the prblem?A: ... B: When did yu buy this ... ?A: ... B: I’m s srry fr the incnvenience caused. Wuld yu please shw me yur receipt s that ... ?A: ... B: We’ll get yur ... checked in n time. Please wait a minute.(After half an hur)B: Thanks fr yur patience. We’ve exchanged / refunded ... fr yu.
Task 8 Rle play.
两人一组，根据所给情境和提示，编排并展示服务过程。
Time: ne mnth agReceipt: √Prblem: restart autmaticallyPreferred Slutin: exchange r refund
Mre expressins abut …
Making a cmplaint
I’ve gt a bit f a prblem.I’d like t make a cmplaint.I’m srry t truble yu, but … Excuse me. I have a ’ve gt a prblem …
I aplgize fr the incnvenience.I’m srry t hear that.Oh, I’m srry abut that.I’m really srry.I’d like t aplgize fr…
Asking fr specifics
Please tell me what the prblem is.What’s the prblem?Oh dear. What’s the prblem? Can I have yur rder number?
Taking actin
I will send a replacement.I will make sure the prblem is srted fr yu.N prblem, I will deal with it fr yu. Leave it with me.I’m srry t have t say this, but …
Remember the useful wrds and expressins in the lessn.Make a vide abut cmplaint in actual situatin.
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