1. Warming Up
3. Writing
2. Reading
01 Warming Up
What will yu d in the fllwing situatins?
Task 9 Discuss and answer.
1. Yu received incrrectly delivered gds.
2. The delivery f yur rder is delayed.
3. The delivery man placed a wrng address sheet n yur package.
02 Reading
Task 10 Read and chse.
閱讀信件，選擇合適的主題。
What is the letter fr?
Making a cmplaint.Dealing with custmer’s cmplaint.Discussing business with the custmer. Expressing thanks.
Service Center
Thmas R. SmithABC C. 3489 Green Ave.Olympia, WA 98502Dear Mr Smith,Thank yu fr yur trust in ur cmpany. I’ve read yur email abut the leaflets incrrectly delivered t yur cmpany. I’d like t express ur sincere aplgy fr the incnvenience due t ur carelessness.
It happened that there was anther cmpany wh rdered similar leaflets in the same district as yur cmpany. The staff wh was in charge f the delivery put the wrng address sheet n the package and thus caused the prblem.
Since we have been partners fr s lng, we’ll try ur best t wrk ut a better slutin fr yu. We’ll arrange fr a secnd delivery as quickly as pssible and make sure yu receive the right leaflets tmrrw. As fr the wrng leaflets, ur delivery man will get the package back frm yur cmpany when he makes the delivery tmrrw.As yu mentined in yur letter, delayed delivery will cause lss t yur business. Even thugh yu didn’t express such a request, we will reduce the price f the leaflets by 15%. T express ur sincerity, we prmise t give yu a 5% discunt fr all the leaflets we may make fr yu in the future.
Srry again fr all the truble. Hpe yu will supprt ur cmpany as befre.Best wishes!Sincerely,Richard Brwn
Task 11 Read and cmplete.
細(xì)讀信件，完成對(duì)投訴及解決方案的梳理。
Reduce the price f the leaflets by 15%
A 5% discunt
leaflets delivered incrrectly
placed the wrng address sheet
Task 12 Read and tick.
再讀信件，根據(jù)其內(nèi)容推測(cè)并勾選 Mr Smith的來信內(nèi)容。
I hpe yu will send the right leaflets tmrrw.We were surprised t find the leaflets were nt urs when we pened the package.Yur staff must have made a mistake abut the address.Even if yu can send us the right leaflets tmrrw, the delay will cause us a big lss.I hpe yu can reduce the price a bit t make up fr the lss.We hpe yu can give us sme discunt fr future rders.
02 Reading -Language pints analysis
I’ve read yur email abut the leaflets incrrectly delivered t yur cmpany.
1. leaflet/n. 傳單；宣傳冊(cè)
e.g.: These leaflets are written in a direct readable style.
2. deliver/v.投遞；遞送 （delivery n.投遞；遞送）
e.g.: The mrning mail has just been delivered.
I’d like t express ur sincere aplgy fr the incnvenience due t ur carelessness.
3. sincere/adj. 真誠(chéng)的；誠(chéng)懇的
e.g.: I wuld like t say a sincere thank yu t everyne wh has helped and supprted me.
4. aplgy/n. 道歉；認(rèn)錯(cuò)
e.g.: He received a frmal aplgy frm the cmpany.
5. due t 因?yàn)?，由?
e.g.: She has been absent frm wrk due t illness.
6. It happened that … 碰巧... (It 是形式主語，真正的主語是that 引導(dǎo)的主語從句)
e.g.: It happened that the pwer went ut just as I was abut t give the presentatin.
7. in charge f 負(fù)責(zé)
e.g.: Stern put Travis in charge f the research team.
Since we have been partners fr s lng, we’ll try ur best t wrk ut a better slutin fr yu.
8. since /cnj. 因?yàn)?(引導(dǎo)原因狀語從句)
e.g.: Since yu are unable t answer, perhaps we shuld ask smene else.
9. try ne’s best t d sth. 盡某人最大的努力去做某事
e.g.: It wasn't her fault, she was trying her best t help.
We’ll arrange fr a secnd delivery as quickly as pssible and make sure yu receive the right leaflets tmrrw.
10. arrange /v. 安排
e.g.: Beth arranged a meeting with the marketing directr.
11. make sure （that） 確保，保證
e.g.: I wanted t make sure yu were all right.
As yu mentined in yur letter, delayed delivery will cause lss t yur business.
12. mentin /v. 提到，提及
e.g.: I mentined the idea t Jan, and she seemed t like it.
13. delay /v. 延遲
e.g.: Our flight was delayed by bad weather.
14. cause lse t 給…造成損失
e.g.: This accident caused great lse t the cmpany.
Even thugh yu didn’t express such a request, we will reduce the price f the leaflets by 15%.
15. even thugh 即使（引導(dǎo)讓步狀語從句）
e.g.: I can still remember, even thugh it was s lng ag.
16. request /n. 請(qǐng)求；要求
e.g.: Andersn repeated his request that we pstpne the meeting.
17. reduce … by 減少...
e.g.: The wrkfrce has been reduced by half.
Write a number (1–5) t put the parts f the email in rder.
_____ Acknwledge the validity f the cmplaint and say what yu’ll d internally._____ Clse the issue._____ Start by thanking the custmer fr their custm r fr their feedback._____ Reiterate the cmplaint and aplgize n behalf f the cmpany._____ Offer sme cmpensatin r benefit.
Circle the best ptin fr a frmal respnse t a cmplaint.
Task 13 Discuss and cmpare.
對(duì)比中西方投訴信表述邏輯的差異，分析差異反映了什么不同思維。
總經(jīng)理先生: 您好! 作為貴公司產(chǎn)品的忠實(shí)用戶，我對(duì)貴公司的產(chǎn)品質(zhì)量及良好信譽(yù)充滿信心。故而我一向選用貴公司的產(chǎn)品。今年8月12號(hào)，我在XX購(gòu)買了一臺(tái)貴公司的智能音響。誰知一個(gè)月后，就出現(xiàn)了開機(jī)沒有聲音的情況。我在9月22號(hào)來到貴公司售后服務(wù)書上的維修地址，服務(wù)小姐的態(tài)度實(shí)在很差，我因要出差，想請(qǐng)中心盡快修理，結(jié)果遭到一口回絕。原因是他們要過中秋節(jié)，要一周后才能來取。誰知一周后來取時(shí)，發(fā)現(xiàn)維修十分粗劣，連后面的螺絲都沒有合好。 此刻我十分不滿意貴公司特約維修中心的服務(wù)，也不想再送我的音響到該維修中心去受苦了。我不明白貴公司對(duì)于特約維修中心敷衍顧客、損害顧客的利益有什么處罰措施?？偨?jīng)理先生，這樣的維修中心及服務(wù)只有損害貴公司的形象和信譽(yù)。作為貴公司的忠實(shí)用戶，我還是推薦貴公司: 善于選擇維修中心，確保售后服務(wù)。 總經(jīng)理先生，我一向留意呵護(hù)這臺(tái)音響，如今慘遭此“不幸”，我有點(diǎn)“痛心疾首”，我懇請(qǐng)貴公司將處理結(jié)果函告本人。謝謝！ 順祝:商祺!XXX20xx年XX月XX日
03 Writing
Task 14 Read and describe.
看圖，根據(jù)圖片提示，描述Mary投訴的經(jīng)歷。
They sent ut my gds n August 1, which were expected t arrive 1) .
in three days
Hwever, my gds were 2)___________fr 3)__________ days. When I pened the bx, I fund sme f the apples were 4) ____________.
I telephned t 5) ______________________. The shp decided t___________________ 6)_____________________ and give me 7)_____________________ fr future rders.
make a cmplaint
a 15% discunt
send me anther
bx f apples
03 Writing
Fur steps t reply t a cmplaint letter
Task 15 Write and practice.
假設(shè)你是店里的員工，根據(jù)活動(dòng)14的投訴，回復(fù)一封電子郵件。
Dear Madame,First f all, I want t express ___________________________________________________, even if it was due t the bad weather. As yu mentined n the phne, sme apples ___________________, s ________________________________________________________. And we prmise t ____________________________________________________.Hpe yu will supprt us as always.Yurs sincerely　　　 .
ur sincere aplgy fr the delayed delivery
were damaged
we decided t send yu anther bx f apples
give yu a 15%
discunt fr future rders
Remember the useful wrds and expressins in the lessn.Write a letter t cmplain yur actual after-sale prblem.

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Unit 4 Customer Service

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