Part 6 Unit 4 CustomerService课件-【中职专用】高二英语同步课堂（高教版2021·基础模块3）

基础模块3Unit4CustomerService高等教育出版社CUSTOMEERSERVICECultureUnderstanding&GroupWorkLearningobjectivesTolearnsomebusinessetiquetteandcultureindifferentcountries.Tobeabletowriteacomplaintcaseanalysisreport.TofeelthegreatbusinessetiquetteandcultureinChina.KnowledgeobjectivesAbilityobjectivesEmotionalobjectivesCUSTOMERSERVICECONTENTS目录01Warmingup03GroupWork02CultureUnderstanding04HomeworkWarmingup01PARTUnit4CustomerServiceWarmingupAmerica：polite;punctual;elegant;don’tgettooclose...Germany：strict;punctual;efficient;formal;don'tcrosstalkorwhisper...Britain： payattentiontoclothes;polite;keepone’swords;don’tsmoke...Whatisthebusinessetiquetteindifferentcountries?CultureUnderstanding02PARTUnit4CustomerServiceCulturalUnderstanding.Toconductbusinessaroundtheworld,youneedtoknowthebusinessculturesindifferentcountries.Herearesomeforyourreference.InChina,youareexpectedtobewellpreparedforbusinessmeetings.Forexample,youareexpectedtomakesuretohaveenoughcopiesofyourproposalreadyforhandingout.Smalltalkisconsideredparticularlyimportantatthebeginningofameeting.Lastbutnottheleast,beontimeforyourbusinessactivities.Beinglateisanoffence（冒犯）intheChinesebusinessculture.DoingBusinessAroundtheWorldChinaCulturalUnderstanding.WhendoingbusinessinTurkey,youshouldhaveenoughpatience.Turkishbusinesspeopledonotlikepressureanddeadlines.Anyattempttohurrytheprocessofnegotiation（谈判）mayendtheprocess.DecisionmakinginTurkeycanbeslow.Bepreparedtomeetseveraltimesbeforetheactualbargaining（交易）ornegotiationstage.InFrance,youareexpectedtoactinareservedmanneratbusinessmeetingsandavoidsharingpersonalinformationtoshowyourfriendliness.Germanbusinesspeoplegreatlyvalueappointments,andsimplydroppingbyorcallingtodiscussabusinessmatterisregardedasrude.Filipinosplaceahighvalueontrustandbelievethatgoodthingscometothosewhopracticepatience.Ifyou’reschedulingameetinginthePhilippines,it’scommontomakearrangementsasfarasamonthaheadoftime.Othercountries1.Readandfillthetablebelow:CountryBusinessEtiquetteChinaTurkeyFranceGermanythePhilippinesbewellpreparedforbusinessmeetings;beontimeforbusinessactivitieshaveenoughpatienceactinareservedmanner;avoidsharingpersonalinformationgreatlyvalueappointmentsplaceahighvalueontrust;makearrangementsaheadoftime2.Readthepassageandanswerthefollowingquestions.Whodonotlikedeadlinesinbusiness?A.Chinese.

B.Spanish.

C.Turks.D.Filipinos.2)Inwhichcountriesshouldwetakecarenottosharepersonalinformation?A.Chinese.

B.Turkey.C.Germany.D.France.3.Languagepointanalysis:Toconductbusinessaroundtheworld,youneedtoknowthebusinessculturesindifferentcountries.Herearesomeforyourreference.1.conduct

vt.经营；从事E.g:Idecidedtoconductanexperiment.

我决定做一个实验。2.referencen.参照；参考E.g:Makenotesduringlecturesforreferencelateron.

听讲座的时候记些笔记以便今后参考。3.Languagepointanalysis:InChina,youareexpectedtobewellpreparedforbusinessmeetings.Forexample,youareexpectedtomakesuretohaveenoughcopiesofyourproposalreadyforhandingout.Smalltalkisconsideredparticularlyimportantatthebeginningofameeting.Lastbutnottheleast,beontimeforyourbusinessactivities.Beinglateisanoffence（冒犯）intheChinesebusinessculture.3.businessmeeting

商务会议E.g:IgotanimportantbusinessmeetingwithLisa.

我和Lisa有一个重要的生意要谈。4.handout

分发E.g:Theyhadhandedoutleafletsinthestreet.

他们在街上已经散发了传单。5.offence

n.冒犯；得罪E.g:He'sverysorryforgivingoffence.

他很不愿意得罪人的。3.Languagepointanalysis:WhendoingbusinessinTurkey,youshouldhaveenoughpatience.Turkishbusinesspeopledonotlikepressureanddeadlines.6.Turkey

n.土耳其

Turkishadj.土耳其的E.g:Theyweretryingtobeatthemidnightdeadline.

他们试图抢在午夜截止期限之前完成。7.deadlinen.最后期限；截止日期E.g:ShehasjourneyedonhorsebackthroughAfricaandTurkey.

她骑马旅行，穿过了非洲和土耳其。3.Languagepointanalysis:Anyattempttohurrytheprocessofnegotiation（谈判）mayendtheprocess.DecisionmakinginTurkeycanbeslow.Bepreparedtomeetseveraltimesbeforetheactualbargaining（交易）ornegotiationstage.8.negotiationn.谈判；协商E.g:Herewasarealbasisforbargaining.

这是达成协议的真正基础。9.bargain

v.谈判；讲条件E.g:Positiveprogresshasbeenachievedduringthenegotiations.

谈判取得了良好的进展。3.Languagepointanalysis:Germanbusinesspeoplegreatlyvalueappointments,andsimplydroppingbyorcallingtodiscussabusinessmatterisregardedasrude.Filipinos

placeahighvalueontrustandbelievethatgoodthingscometothosewhopracticepatience.10.dropby顺便来访E.g:Iwanttodropbyhertomorrow.

我想明天顺路去看看她。11.Filipinoadj.菲律宾的

n.菲律宾人E.g:TheFilipinokidisagenius.

这菲律宾小子是个天才。12.placeahighvalueon...

对...给予高度重视E.g:Parentsplaceahighvalueonthegrowthandeducationoftheirchildren.

父母高度重视孩子的成长和教育。GroupWork03PARTUnit4CustomerService1.Workingroups.Readthefollowingcomplaintsandwritedownthekeycontent.小组活动，阅读下列投诉信，记录主要内容。Complaint1DearSir/Madame,TodayIamwritingtocomplainaboutthedelayeddeliveryofmyorder.IttakestendaysformyordertoarriveandIhavenothingtosellwhenthecustomerscomeasusual.Ihopeyoucanpayformyloss.Yoursfaithfully,JimSmithComplaint:

.Problems:

.Requestofthecustomer:

.1delayeddeliverypayforloss1.Workingroups.Readthefollowingcomplaintsandwritedownthekeycontent.小组活动，阅读下列投诉信，记录主要内容。Complaint2DearSir/Madame,IamwritingtoexpressmyconcernaboutthepriceofthegoodsIorderedfromyourwebsite.WhenIgotmyorder,Ifoundthepriceonyourwebsitechangedfrom128yuanto98yuan.Idohopeyoucandosomethingaboutit.Ihopeyoucanfillthepricedifference.Yours,MaryFisherComplaint:

.Problems:

.Requestofthecustomer:

.2pricechangedfrom128yuanto98yuanfillthepricedifference1.Workingroups.Readthefollowingcomplaintsandwritedownthekeycontent.小组活动，阅读下列投诉信，记录主要内容。Complaint3

Staff:Goodmorning,thisisRedStarCompany.CanIhelpyou?Customer:Morning,I’mcallingtocomplainaboutthemobilephoneIorderedfromyourwebsite.WhenIopenedthepackage,Ifoundthescreenwasbroken.IhopeIcouldhavemyphoneexchanged.Complaint:

.Problems:_____________________________________________________Requestofthecustomer:

.3thescreenofthemobilephonewasbrokenhavethephoneexchanged2.Workingroups.Analyzetheproblemsandgivepossiblesolutions.小组讨论，每组选择一个投诉案例进行分析，然后汇总给出解决建议。Memo1 Memo2 Memo3ComplaintProblemsRequestofthecustomerCausesSuggestedsolutions1delayeddeliverypayforlossdeliverypayfortheloss2pricechangedfrom128yuanto98yuanfillthepricedifferencewayofpromotionfillthepricedifference3thescreenofthemobilephonewasbrokenhavethephoneexchangedviolentdeliverysendthemanewoneandgivethemadiscountforfutureorders3.Finishyourreportandshareinclass.小组完成报告，并在班级内分享。DearManager,We’vereadthroughthecomplaints.Wethinkthemainproblemisour

.Soweareresponsibleforit.

thecustomerscomplainedabout