职场通用英语 课件 Unit 10 Customer service

职场通用英语职场通用英语Unit10CustomerserviceListeningandSpeaking–Languageinusee.g._________________________withyourorder.我对你订的货有点问题。I'mhavingproblemswith...在...（方面）有问题e.g.Hecanoperatethecomputer_________Ido.他操作这台电脑和我一样熟练。2.aswellas既…又…，除…之外（也），此外e.g.They

solvingdifferentcomplaintseveryday.他们每天忙于处理不同的投诉。3.bebusydoingsth/bebusywithsth忙于......e.g.

yourlistening.谢谢你们的聆听。4.thanksfor......感谢......aswellasarebusyThanksforrightawaye.g.Iwilldealwiththeproblem

.我会立刻处理这个问题。5.rightaway立刻，马上I’mhavingproblemsFillintheblankswiththelanguagepointineachofthefollowingsentences.Reading-Passage1HowtohandlethecustomercomplaintsListenUtilizetheInternettosearchforcomplaintsrelatedtothecompany.Meanwhiletypeyourcompany’snameinthesocialmedialikeFacebook,Twitter,forumtoexamineanysensitiveinformationcarefully.Payattentiontoeachsiteonlinewherepeoplecouldprobablycontactyou,soyou'llbeabletodiscovereverycomplaintandmakesurenoneofthemareoverlooked.2Customerserviceisthefunctionofanorganizationtosatisfyitscustomers,orsimplyput,happycustomersareabusiness.Themostimportantpartforitistoproperlyandefficiently

addresscustomercomplaints,whichhelpsbuildapositiveimageforyourbusiness.TheLASTprinciplewilldoyouafavor.1译文ApologizeSaysorrysincerelytoyourcustomers.Itisagoodchanceforthecompanytoshine.Showyourpatientattitudeandfast-responseabilitytothecomplaintssothattheycanfeelhowmuchyoucareaboutthem.Apologyistodealwiththeproblemnottoaddfueltothefire.Whattheywantisjustasatisfactorysolution.Don’tscrewitupagain.Bearitinmindthatthecustomeriskingandthatishowweserveourcustomers.3SolvetheproblemIt'seasytosaysorrytoyourcustomer,buttosolvetheproblemismoreimportant,ornothingcanhelp.Soyoumustbepatientandprofessionaltogivethemaclearnextstepsothattheyknoweverythingismovingforward.Ifpermitted,askforafund,extendthewarrantyperiodoroffersomediscounts,etc.Nomatterwhatyoudo,servethecustomerswellandresolvethecomplaintsinafriendlyandharmoniousatmosphere.4译文ThankthecustomerPleasetakethisopportunitytofixtheproblemandbringbackmorepositiveattentionandfeedbackfromregularcustomers,whichwillinreturnbringyoumorenewcomers.Besides,youcanalsoimprovethequalityofservice.Athank-younotecannotonlyclosethegapbetweenyouandcustomers,butalsoincreasetherecognitionfromcustomers.Sosaythankyougenuinelytothem.5SolvetheproblemIfyouagreewiththeprincipleandfollowthesesteps,I’msureyoucanmakecustomersfeelsatisfiedandturnanannoyedcustomerintoafanforlife.Moreimportantly,itisareallygoodchanceforyoutoturnapotentialonlinereputationintoamarketingpromotion.6译文Reading-Passage1-ExercisesChoosethebestansweraccordingtothetext.A.1.

Customerserviceisthefunctionofanorganizationto

itscustomers.A.satisfyB.simplifyC.classify2.

Apologyistodealwiththeproblemnotto

fueltothefire.A.stirB.addC.put3.

Youmustbe

andprofessionaltogiveyourcustomersaclearnextstep.

A.friendlyB.patientC.calmABBACChoosethebestansweraccordingtothetext.A.4.

Athank-younotecanhelpyouclosethe

betweenyouandcustomers.A.gapB.relationshipC.emotion5.

Itisagoodchanceto

apotentialonlinereputationintoamarketingpromotion.A.helpB.makeC.turnFillintheblankswiththecorrectformsofthewordsinthebox.B.warrantysatisfactorysensitive

complaintutilizeaddress

overlook

reputationexamine

resolve1.Wemustfindawayto

theseproblemsbeforeit'stoolate.2.MissSmithwillnow

themeetingintheNationalHall.3.I'dliketomakea

aboutthenoise.4.Engineers

arangeoftechniquestoenhancethequalityofthebridge.5.He

herpassportandstampedit.6.Theathletesarevery

abouttheirranking.7.Weshouldn't

thementalhealthofteenagers.8.Inevergota

answerbeforeIcametoseeyou.9.Excuseme,isthecarstillunder

?10.Thiscollegehasagoodacademic

.resolveaddresscomplaintutilizeexaminedsensitiveoverlooksatisfactorywarrantyreputationCompleteeachsentencebydecidingonthemostappropriatewordorwordsfromthe4choicesmarkedA,B,CandD.A.Grammar1.

Itwasatyesterday’smeeting

Imisunderstoodwhatyouhadsaid.(2018.6A)A.ThatB.where

C.which

D.whoA2.

Itwasnotuntilthe1990s

industrialrobotsbecamereallycheap,andthereforeapossibleoption.(2019.6A)A.whichB.whoC.whomD.thatD强调结构1.用助动词“do（does／did）＋动词原形”。e.g.Dotellmewhenyoucomenexttime.2.用形容词very,only,single,such,last等修饰名词或形容词来加强语气。e.g.ThisistheverypersonthatIamlookingfor.3.用intheworld，onearth，atall等介词短语可以表达更强的语气（常用于疑问句)。e.g.Whatintheworldwillyougoonsucharainyday?4.用重复来表示强调。e.g.Wewaitedandwaited,butnothinghappened.5.用倒装句（也就是将要强调的句子或被强调的部分置于句首）来加强语气。e.g.Onthedeskaresomebooks.6.用强调句型：“Itis（was）＋被强调的部分＋that（who）＋原句其它部分”来强调说话人的意愿。e.g.Itisyouthatshouldworkhard.7.用破折号、黑体字也可以表示强调，加强语气。e.g.Tomgotupat11o’clockinthemorning.3.

He

workherelastyear.A.doesB.didC.haveD.had4.

---

thathemanagedtogettheinformation?---Oh,afriendofhishelpedhim.WherewasitB.WhatwasitC.HowwasitD.Whywasit

5.

Itwasnotuntilyesterday

theydecidedtore-openthebusinesstalk.(2017.6B)A.whenB.whichC.thatD.as

BCC强调结构1.用助动词“do（does／did）＋动词原形”。e.g.Dotellmewhenyoucomenexttime.2.用形容词very,only,single,such,last等修饰名词或形容词来加强语气。e.g.ThisistheverypersonthatIamlookingfor.3.用intheworld，onearth，atall等介词短语可以表达更强的语气（常用于疑问句)。e.g.Whatintheworldwillyougoonsucharainyday?4.用重复来表示强调。e.g.Wewaitedandwaited,butnothinghappened.5.用倒装句（也就是将要强调的句子或被强调的部分置于句首）来加强语气。e.g.Onthedeskaresomebooks.6.用强调句型：“Itis（was）＋被强调的部分＋that（who）＋原句其它部分”来强调说话人的意愿。e.g.Itisyouthatshouldworkhard.7.用破折号、黑体字也可以表示强调，加强语气。e.g.Tomgotupat11o’clockinthemorning.Completeeachsentencebydecidingonthemostappropriatewordorwordsfromthe4choicesmarkedA,B,CandD.A.1.

Theyopenedanewstoreinourcity,butnotuntillastweek

it.(2018.6A)A.wevisitedB.wewouldvisitC.didwevisitD.havewevisitedC2.

Onlybybeingopen-mindedandwillingtotrynewthings

happyinArtsandSciences.(2018.12A)A.astudenttrulycanbeB.astudentcantrulybeC.trulyastudentcanbeD.canastudentbetrulyD倒装句1.there,here,now,then放在句首，谓语动词常用be,come,go,lie,run。e.g.Theregoesthebell.2.表示方向或处所的副词(如:down,up,out,in,off,on,away等)可以移到句首。e.g.Betweenthetwobuildingsstandsatalltree.注：上述全部倒装的句型结构，主语必须是名词，如果主语是人称代词则不能完全倒装。e.g.Hereyouare.

部分倒装（将谓语的一部分如助动词、be动词或情态倒装到主语之前）。3.由so,neither,nor,nomore引导的倒装句。e.g.Ienjoyreadingthebookandsodoesmywife.全部倒装（句中的谓语动词全部置于主语之前）4.否定副词可放在句首。e.g.Seldomdoesshegetuplateinthemorning.Completeeachsentencebydecidingonthemostappropriatewordorwordsfromthe4choicesmarkedA,B,CandD.A.3.

NotuntilIgottotheairport

thatmypassportwasmissing.(2019.12A)A.hadIrealizedB.willIrealizeC.IwillrealizeD.IhadrealizedA倒装句5.一些表示否定意义的介词短语放在句首。e.g.Bynomeansshallwegiveup.6.only，notuntil，so…that和such…that引导的倒装句。e.g.Notuntilthechildfellasleepdidthemotherleavetheroom.7.虚拟条件句中从句的If省略，从句倒装。e.g.WereIyou,Iwouldtryitagain.全部倒装（句中的谓语动词全部置于主语之前）8.hardly/scarcely/barely…when,nosooner…than结构中的倒装。e.g.Hardlyhadshegoneoutwhenastudentcametovisither.4.

Onlybyadoptingmorecreativeapproaches

toovercomepresent-daychallenges.A.wecanhopeB.canwehopeC.hopewecanD.canhopeweB5.

Hardly

hisspeechwhenayoungwomanintheaudiencerosetomakeaprotest.GeorgefinishedB.doesGeorgefinishGeorgehadfinishedD.hadGeorgefinishedD省略句一、简单句中的省略1.省略主语1)祈使句中主语被省略。

e.g.(You)Hurryup.2.省略主谓语或主谓语的一部分。

e.g.(Isthere)Anythingelse?3.省略宾语。

e.g.

—DoyouknowMr.Chang?—Idon’tknow.(him)4.省略表语。e.g.

—AreyoufromChina?—Yes,Iam.5.同时省略几个成分。

e.g.(Iwish)Goodluck(toyou).二、并列句中的省略在并列句中后边的分句可以省略与前边分句中相同的成分。

e.g.Yourexplanationmademesatisfiedbut(yourexplanationmade)Tomannoyed.三、复合句中的省略1.状语从句中的省略（当状语从句的主语与主句的主语一致时，可以省略状语从句的主语和系动词be。1)由when,while,as,before,till,until,once等引导的时间状语从句。e.g.Workhardwhen(youare)young,oryou'llregret.2)由whether,if,unless等引导的条件状语从句。

e.g.Don’tleavetheroomunless(youare)toldtodoso.3)由though,although,evenif,whatever等引导的让步状语从句。e.g.Although(heis)stillyoung,hishairisgoingverygrey.4)由as,than等引导的比较状语从句。e.g.Idon'tliketheway(that/inwhich)youtalkwithyourparents.1)在及物动词后面所接的宾语从句中，连词that一般可以省略。e.g.Ithink(that)heissuitablefortheposition.2)由which,when,where,how,why引导的宾语从句，可以全部或部分省略。e.g.IknowhewillcomebutI’mnotsurewhen(hewillcome).2.宾语从句中的省略e.g.Thepresidentsuggestedthatthemeeting(should)notbeheldinParis.3.在与suggest,request,order,advise等词相关的名词性从句中，须用虚拟语气形式“should+动词原形”,should可以省略。省略句省略句四、动词不定式省略，只保留to1.不定式作某些动词的宾语时，这些动词常见的有：love,like,care,wish,hope,expect,prefer,refuse,mean,try,oblige,advise,persuade,agree,want,afford,forget,remember,try,manage等。e.g.Youcandoitthiswayifyouliketo.2.不定式作某些动词的宾语补足语或主语补足语时，这些动词常见的有：ask,tell,advise,force,persuade,wish,allow,permit,forbid,expect,order,warn等。e.g.Lucywantstocometomypartybutherparentswon’tallowherto(come).3.不定式作某些形容词状语时，常见形容词有：happy,glad,eager,anxious,willing,ready等。e.g.—Willyoucometomybirthdayparty?—Iamgladto(come).五、动词不定式to的省略1.主语部分有todo,系动词is或was时，作表语的不定式通常省去to。e.g.Theonlythingyouhavetodoisfindoutthetruth.e.g.Iwouldratherstayathomethangoclimbing.2.在see,watch,notice,hear,listento,lookat,feel,have,make,let,observe等词后作宾语补足语时省略不定式符号to。e.g.Isawhimpickupthekeyandopenthedoor.3.why(not)do结构中,不定式也不带toe.g.Whynotcome?六、虚拟条件句中的省略当条件状语从句中有were,had,should等时，可省略if，把它们提至句首，形成倒装句。e.g.IfIwereateacher,Iwouldbepatientwithmystudents.Completeeachsentencebydecidingonthemostappropriatewordorwordsfromthe4choicesmarkedA,B,CandD.A.2.

When

whytheyarelookingforjobsatnewcompanies,someofthemsaytheywantmorechallenges.A.askedB.askC.askingD.toask3.

The

boy

wanted

to

ride

his

bike

in

the

street,

but

his

mother

told

him

.

A.

not

to

B.

not

to

do

C.

not

do

it

D.

do

not

toAA4.

The

traditional

goal

of

science

is

to

discover

how

things

are,

not

how

they

ought

.

A.

to

B.

to

be

C.

be

D.

have

been5.

Thestudyshowsthatsomestudentshavedifficulty

longEnglishtexts.(2017.12B)A.readingB.readC.toreadD.tobereadBA1.

While

thearticle,Iwaswonderingwhethere-bookswouldreplaceprintbookssoon.A.readingB.readC.wasreadingD.toreadAWritingDearSirandMadam,IamwritingthislettertomakeacomplaintabouttheproblemwiththenewtypeofprinterIpurchasedfromyouronlineshopaswellasthecustomerexperiencethedaybeforeyesterday.Icouldn’tfigureoutwhyIfailedtoconnecttheprinterwiththeInternet.Ihaveexaminedthemachineseveraltimesaccordingtothemanualinsidethepackage.Theremustbesomethingwrongwiththesoftware.ThenIcalledthecustomerservicecenterforhelp,buttheydidn’toffermeafeasiblesolutionandshowedimpatientattitude.Therefore,Ihopemyconnectionproblemcouldbetackledimmediatelyandserviceattitudeneedstobeimproved.Ihopenothinggoeswrongbesidestheconnectionglitch,youneedtotakestepstomakesurethismistakedoesnothappenagain.Lookingforwardtoapositivereply.Yoursfaithfully,LIHuaA.Readthefollowingcomplaintletterandthestatements.WriteT(True)orF(False).(

)1.LIHuawantstoexpresshisdissatisfactionabouttheprinter.(

)2.LIHuafixedtheproblembyhimselfintheend.(

)3.LIHuahopestogetanewone.ComplaintLetter投诉信

TFFWritingDearSirandMadam,IamwritingthislettertomakeacomplaintabouttheproblemwiththenewtypeofprinterIpurchasedfromyouronlineshopaswellasthecustomerexperiencethedaybeforeyesterday.Icouldn’tfigureoutwhyIfailedtoconnecttheprinterwiththeInternet.Ihaveexaminedthemachineseveraltimesaccordingtothemanualinsidethepackage.Theremustbesomethingwrongwiththesoftware.ThenIcalledthecustomerservicecenterforhelp,buttheydidn’toffermeafeasiblesolutionandshowedimpatientattitude.Therefore,Ihopemyconnectionproblemcouldbetackledimmediatelyandserviceattitudeneedstobeimproved.Ihopenothinggoeswrongbesidestheconnectionglitch,youneedtotakestepstomakesurethismistakedoesnothappenagain.Lookingforwardtoapositivereply.Yoursfaithfully,LIHuaComplaintLetter投诉信

…PartI:Statethepurposeofthecomplaintletter.…PartII:Describetheproblems.…PartIII:Expectsolutionandreply.StructureandusefulexpressionsB.Writing

PartIStatethepurposeofcomplaintletterItrustyouwilltakemycomplaintsseriouslyand…Iamwritingtoyoutocomplainabout…Iwishtomakeacomplaintabout…Iamwritingtoexpressmydissatisfactionwith/at..

PartIIDescribetheproblemsIamcompletelydisappointedtofind…Therearesomeproblemswiththe…thatIwishtobringtoattention.Ican’tfigureoutwhy......Themanual/instructionsays......but......

PartIIIExpectsolutionandreplyIhopeyouwillkindlyinvestigate…Toremedythematter,Isuggestmakingthefollowingchanges…Toimprovethesituation,itisadvisableforyoutotakethefollowingmeasures:…Iamlookingforwardtoyourreply.Writing假如你是李华，你新买的电脑出了问题，为此你写信给客服经理投诉。需要包括以下要点：Ihaveboughtabrand-newcomputerinastore.Butmuchtomydisappointment,itcouldnotbeproperlyoperatedwhenIgotitback.Writealettertothemanagerofcustomerservice:1)givingcomplaints,2)describingtheproblems3)andaskingforsomecompensations注意：1.词数100左右；2.可适当增加细节，以使行文连贯；3.开头和结尾已为你写好，不计入总词数。Dearmanager,IwritethislettertoyoutomakesomecomplaintsaboutthecomputerIboughtinyourstoreyesterdayafternoon.

____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________Yourssincerely,LIHuaHaveatryWriting参考例文：Dearmanager,IwritethislettertoyoutomakesomecomplaintsaboutthecomputerIboughtinyourstoreyesterdayafternoon.There'ssomethingwrongwithit.Thatmakesmeextremelyunhappy.ThecomputercannotbeproperlyshutdownwhenIgotitbacktotheoffice.WhenIclicktheshutdownbutton,itseemsthatthemachinegivesnoresponse.AndI'msoannoyedwithit.It'sobviousthatyoudidn'tcarefullyexaminethemachinebeforeyousoldit.Ithinkyourstoreshouldtakefullresponsibilityforsellingme