商务英语听说教程下unit1 Customer Service

What can I help you with?
Is there anything else I can help you with?
Is there any problem with our product or service?
May I have your receipt, please?
Would you like an exchange or a refund?
He thought he had been overcharged.
2. Listen again and answer the following questions. Which information did NOT the representative ask for?
Johnson’s phone number.
Part A - Task 2 Conversation
1. The following is a conversation between Mr.Johnson and a Customer Service Representative in Speed Electricity. Listen to the conversation once and choose the right answer. What is Mr.Johnson’s problem?
* Listening
Part A - Task 1 Conversation
C:Excuse me.
S:Yes.Madam.What can I do for you?
C:I would like to return this coat. Can I get refunds?
S:Sure, refunds are allowed .We are always here to serve
you. Could you please tell me the reason why you want to
return it? Is there any problem with our product or service ?
C:No,no.It was just the wrong size.
S: OK. Would you be interested in an exchange rather than a
refund? We have the appropriate size for you.
C:No.Thanks.I would like a refund.
S:Certainly. May I have your receipt, please?
Requiring customer service
Can I get refunds?
I’d like a refund, please.
I’d be grateful if you would replace…immediately.
Providing customer service
How may I help you today?
Which of the following is NOT TRUE?
Mr.Johnson has used more electricity this month.
UsБайду номын сангаасful Sentences or Expressions
Part A - Task 2 Conversation
Below are useful sentences or expressions which can be used in requiring and providing
I’ll see what I can do.
Refunds are allowed.
Apology
I’ m sorry, there certainly seems to be a mistake.
I’ m terribly sorry about the misunderstanding.
Please accept my apology on behalf of the hotel.
主讲人：
*Pre-listening
good attitude after sales refund
replacement
customer service
satisfactory
questionnaire
1: Do they have a good attitude when answering the phone? 2: Will the customer be satisfactory with the after sales service? 3: How can customer service be outstanding?
C:Yes.It’s right here.
S:OK.Please sign here. Just a minute and here is your refunds. Is
there anything else I can help you with?
C:No.Thank you. Bye!
S:Bye!Have a nice day!
customer service.
Declaring the problem
I’m really not happy with this shirt.
I’m not satisfied with the service here.
I’m calling concerning my electricity bill.
Appreciation
Thank you for calling this to our attention.
Thanks for your calling.
Part A - Task 3 Follow-up
Make a conversation in pairs, following the pattern of conversations in Task 1 and Task 2 with the help of the following situation. You may use the sentences or expressions above.