职场实用英语交际教程(中级)课件U6
合集下载
- 1、下载文档前请自行甄别文档内容的完整性，平台不提供额外的编辑、内容补充、找答案等附加服务。
- 2、"仅部分预览"的文档,不可在线预览部分如存在完整性等问题,可反馈申请退款(可完整预览的文档不适用该条件!)。
- 3、如文档侵犯您的权益，请联系客服反馈,我们会尽快为您处理(人工客服工作时间：9:00-18:30)。
1. The customer bought an all-in-one computer last Thursday. □ True ✔□ False __c_o_m__p_la_i_n_in_g__a_b_o_u_t _th_e__a_ll_-i_n_-_o_n_e_p_r_in_t_e_r______
How did you deal with it over the phone? At first, I asked her to check whether the telephone line was connected, and then I instructed her to follow the steps in the manual to send the fax. And the printer still didn’t work?
2. The problem with the printer was that the telephone line wasn’t connected.
□ True ✔□ False __s_t_il_l _d_id_n_’_t _w_o_r_k___________________________________
职场实用英语交际教程（中级）——Unit 6
Inputting
Listening
ReadingBiblioteka Structuring职场实用英语交际教程（中级）——Unit 6
Inputting
Listening
Bill is preparing an email in response to the customer complaint and he decides to ask Linda for more details about the situation.
Unit 6 Handle customer complaints
Unit Outline
Motivating Inputting Outputting Extending
职场实用英语交际教程（中级）——Unit 6
Motivating
Warming-up
Bill Zhang is an assistant manager of the Customer Service Department at TOD Technology, a company producing office equipment. His colleague Linda Green, a customer service representative, reports to him that she has received an email from a customer. The customer has complained that the problem with her printer has not been properly dealt with. In order to resolve the complaint, Bill needs to write a response email to the customer as requested.
职场实用英语交际教程（中级）——Unit 6
Inputting
Task 2 Listen to the conversation again and decide whether the following statements are true or false. Write keywords or sentences to support your answers.
3
5
4
2
1
职场实用英语交际教程（中级）——Unit 6
Inputting
Task 2 Listen to the conversation again and decide whether the following statements are true or false. Write keywords or sentences to support your answers.
职场实用英语交际教程（中级）——Unit 6
Motivating
Trying-out
Bill needs to prepare to write the response email. Imagine you are Bill. How will you arrange the content and structure of the email?
职场实用英语交际教程（中级）——Unit 6
Inputting
Language points
1. I asked her to check whether the telephone line was connected, and then I instructed her to follow the steps in the manual to send the fax. manual: /ˈmænjuəl/ n. a book which tells you how to do sth or how a piece of machinery works 说明书；使用手册 e.g. He consulted the instruction manual when setting up the computer. 他在安装电脑时查阅了说明书。
3. The repairman was really upset because of his serious illness. □ True ✔□ False __S_h_e__w_a_s_v_e_r_y_u_p_s_e_t.___________________________________
职场实用英语交际教程（中级）——Unit 6
Inputting
Task 1 Listen to the conversation and put the following facts about Linda in order.
1. She received a complaint email. 2. She sent a repairman to fix the machine. 3. She got a call complaining about a printer. 4. She gave instructions to the customer on how to send a fax. 5. She asked the customer to check the telephone line connection.
职场实用英语交际教程（中级）——Unit 6
Inputting
Language points
3. She was very upset and wrote a complaint email and insisted that the manager of our department deal with it. insist: /ɪnˈsɪst/ v. to demand that sth happen or that sb agree to do sth 坚持 e.g. They insisted that everyone should come to the party. 他们坚持每个人都应该来参加晚会。
3
describe the structure of a complaint response email
4
list three key points about business email writing
5
write an email in response to a customer complaint
Sure. Last Thursday, I got a call from a customer complaining about the all-in-one printer she had bought from our company. She said she couldn’t send a standard fax from the computer.
Task:
1. Discuss the question with your partner 2. Write down your ideas ·What kind of problem does he/she face, and what are the solutions and compensations ·sincere apology/ searching for reasons/ seeking consensus/compensation...
motivating职场实用英语交际教程中级unit6takingaim1listthewordsandexpressionsconcerningcomplainthandling2notedownthespecificinformationaboutacustomercomplaint3describethestructureofacomplaintresponseemail4listthreekeypointsaboutbusinessemailwriting5writeanemailinresponsetoacustomercomplaintmotivating职场实用英语交际教程中级unit6listeningreadingstructuringinputting职场实用英语交际教程中级unit6listeningbillispreparinganemailinresponsetothecustomercomplaintandhedecidestoasklindaformoredetailsaboutthesituationinputting职场实用英语交际教程中级unit6inputting职场实用英语交际教程中级unit6scriptsbill
职场实用英语交际教程（中级）——Unit 6
Motivating
Taking aim
1
list the words and expressions concerning complaint handling
2
note down the specific information about a customer complaint
职场实用英语交际教程（中级）——Unit 6
Inputting
Scripts
Linda: Bill: Linda: Bill: Linda: Bill: Linda:
No, it didn't. So I told her that we would send our repairman to her office within two days. Then what happened? Three days passed and the repairman didn’t show up. She was very upset and wrote a complaint email and insisted that the manager of our department deal with it. Why didn’t the repairman show up? I was just informed that he was seriously ill that day and didn’t contact the customer in time. I see. Please forward the complaint email to me and I’ll take care of it. OK. Thank you very much.
职场实用英语交际教程（中级）——Unit 6
Inputting
Language points
2. Three days passed and the repairman didn’t show up. show up: appear or become visible 出现；到场 e.g. She showed up at the job interview in proper dress. 她穿着得体的衣服出现在求职面试现场。
4. The customer wanted the department manager to deal with her problem. ✔□ True □ False _i_n_s_is_t_ed__________________________________
5. The repairman informed the customer of his absence in advance. □ True ✔□ False ___d_id_n_’_t _c_o_n_ta_c_t_t_h_e_c_u_s_to_m__e_r________________
职场实用英语交际教程（中级）——Unit 6
Inputting
Scripts
Bill: Linda: Bill:
Linda: Bill: Linda: Bill:
Good morning, Linda.
Morning, Bill.
I need to write an email to the customer to handle her complaint. Could you tell me exactly what the problem is?
How did you deal with it over the phone? At first, I asked her to check whether the telephone line was connected, and then I instructed her to follow the steps in the manual to send the fax. And the printer still didn’t work?
2. The problem with the printer was that the telephone line wasn’t connected.
□ True ✔□ False __s_t_il_l _d_id_n_’_t _w_o_r_k___________________________________
职场实用英语交际教程（中级）——Unit 6
Inputting
Listening
ReadingBiblioteka Structuring职场实用英语交际教程（中级）——Unit 6
Inputting
Listening
Bill is preparing an email in response to the customer complaint and he decides to ask Linda for more details about the situation.
Unit 6 Handle customer complaints
Unit Outline
Motivating Inputting Outputting Extending
职场实用英语交际教程（中级）——Unit 6
Motivating
Warming-up
Bill Zhang is an assistant manager of the Customer Service Department at TOD Technology, a company producing office equipment. His colleague Linda Green, a customer service representative, reports to him that she has received an email from a customer. The customer has complained that the problem with her printer has not been properly dealt with. In order to resolve the complaint, Bill needs to write a response email to the customer as requested.
职场实用英语交际教程（中级）——Unit 6
Inputting
Task 2 Listen to the conversation again and decide whether the following statements are true or false. Write keywords or sentences to support your answers.
3
5
4
2
1
职场实用英语交际教程（中级）——Unit 6
Inputting
Task 2 Listen to the conversation again and decide whether the following statements are true or false. Write keywords or sentences to support your answers.
职场实用英语交际教程（中级）——Unit 6
Motivating
Trying-out
Bill needs to prepare to write the response email. Imagine you are Bill. How will you arrange the content and structure of the email?
职场实用英语交际教程（中级）——Unit 6
Inputting
Language points
1. I asked her to check whether the telephone line was connected, and then I instructed her to follow the steps in the manual to send the fax. manual: /ˈmænjuəl/ n. a book which tells you how to do sth or how a piece of machinery works 说明书；使用手册 e.g. He consulted the instruction manual when setting up the computer. 他在安装电脑时查阅了说明书。
3. The repairman was really upset because of his serious illness. □ True ✔□ False __S_h_e__w_a_s_v_e_r_y_u_p_s_e_t.___________________________________
职场实用英语交际教程（中级）——Unit 6
Inputting
Task 1 Listen to the conversation and put the following facts about Linda in order.
1. She received a complaint email. 2. She sent a repairman to fix the machine. 3. She got a call complaining about a printer. 4. She gave instructions to the customer on how to send a fax. 5. She asked the customer to check the telephone line connection.
职场实用英语交际教程（中级）——Unit 6
Inputting
Language points
3. She was very upset and wrote a complaint email and insisted that the manager of our department deal with it. insist: /ɪnˈsɪst/ v. to demand that sth happen or that sb agree to do sth 坚持 e.g. They insisted that everyone should come to the party. 他们坚持每个人都应该来参加晚会。
3
describe the structure of a complaint response email
4
list three key points about business email writing
5
write an email in response to a customer complaint
Sure. Last Thursday, I got a call from a customer complaining about the all-in-one printer she had bought from our company. She said she couldn’t send a standard fax from the computer.
Task:
1. Discuss the question with your partner 2. Write down your ideas ·What kind of problem does he/she face, and what are the solutions and compensations ·sincere apology/ searching for reasons/ seeking consensus/compensation...
motivating职场实用英语交际教程中级unit6takingaim1listthewordsandexpressionsconcerningcomplainthandling2notedownthespecificinformationaboutacustomercomplaint3describethestructureofacomplaintresponseemail4listthreekeypointsaboutbusinessemailwriting5writeanemailinresponsetoacustomercomplaintmotivating职场实用英语交际教程中级unit6listeningreadingstructuringinputting职场实用英语交际教程中级unit6listeningbillispreparinganemailinresponsetothecustomercomplaintandhedecidestoasklindaformoredetailsaboutthesituationinputting职场实用英语交际教程中级unit6inputting职场实用英语交际教程中级unit6scriptsbill
职场实用英语交际教程（中级）——Unit 6
Motivating
Taking aim
1
list the words and expressions concerning complaint handling
2
note down the specific information about a customer complaint
职场实用英语交际教程（中级）——Unit 6
Inputting
Scripts
Linda: Bill: Linda: Bill: Linda: Bill: Linda:
No, it didn't. So I told her that we would send our repairman to her office within two days. Then what happened? Three days passed and the repairman didn’t show up. She was very upset and wrote a complaint email and insisted that the manager of our department deal with it. Why didn’t the repairman show up? I was just informed that he was seriously ill that day and didn’t contact the customer in time. I see. Please forward the complaint email to me and I’ll take care of it. OK. Thank you very much.
职场实用英语交际教程（中级）——Unit 6
Inputting
Language points
2. Three days passed and the repairman didn’t show up. show up: appear or become visible 出现；到场 e.g. She showed up at the job interview in proper dress. 她穿着得体的衣服出现在求职面试现场。
4. The customer wanted the department manager to deal with her problem. ✔□ True □ False _i_n_s_is_t_ed__________________________________
5. The repairman informed the customer of his absence in advance. □ True ✔□ False ___d_id_n_’_t _c_o_n_ta_c_t_t_h_e_c_u_s_to_m__e_r________________
职场实用英语交际教程（中级）——Unit 6
Inputting
Scripts
Bill: Linda: Bill:
Linda: Bill: Linda: Bill:
Good morning, Linda.
Morning, Bill.
I need to write an email to the customer to handle her complaint. Could you tell me exactly what the problem is?