商務(wù)英語(yǔ)口語(yǔ)unit9

Unit9CustomerService1.Whatshouldyoudowhenfacinganunhappycustomer?2.Howtodealwithyourownemotionwhenthecustomerisangry?3.Whatelsecanyoudotohelpthesituation?4.Notedownusefulphrasesorsentenceswhendealingwithcustomercomplaint.Letthemtellthestoryandthenaskthemquestionsthathelpyouguidethemtoasolution.Controlyourownemotion,don’ttakeitpersonally,staycalmandfocusonsolvingtheproblemIfyoucanfindsomethingtoagreewiththecustomer.Thisshowsyourwillingnesstoworkwiththecustomertosolvetheproblem.①I(mǎi)’msorrytohearthatyouhadaproblem.②We’lltakeofitrightaway.③Canyoutellmewhathappened?④I’msorryaboutthat.⑤LetmeseewhatIcando,becauseI’msurewecanmakethisrightforyou.Helloguys.I’vedeliveredtheitemsasMs.Johnsonrequested.SeveraldayslaterIgotaphonecall.Itseemedtheremightbesomeproblemswithourproducts.Helloeveryone.I’mNemo,I’llbeheretosupportMichaelthroughhisfirstcomplaintcallfromaclient.Task1Lookatthecomics,describeitandthendiscussitwithyourpartners.Wordsandexpressionsforyourreference:angry customerservicedelay customerloyaltycancel placeanorderannoyed technicalsupportsupervisor complaintsapologizeTask1Task2Task3Part1Warm-uppart1part2part3part4part5Tip1_____________________________________________________Tip2_____________________________________________________Tip3_____________________________________________________Task2FillintheblanksPart1Warm-upTask1Task2Task3IgotaphonecallfromMs.Johnsonaboutthecomplaintsofourproducts,butNemoisnothere.Sowouldyouliketogivemesometipsforhandlingcomplaints?Task3Listentothedialogueandfinishthequestions1.WhatarethetipsNancygavetoMichael?Let’ssumup.Someoftipshavebeenlisted.Part1Warm-upTip

1________________________________________________________________________________________________________________________________Tip

2Listencarefullytowhatthecustomerissaying.Listenforanswerstothesequestions:a.________________________________________________________________b.________________________________________________________________c.Whatcanyoudotohelp?Tip

3________________________________________________________________a.Apologizewithoutblaminganyone(employees,customers,company’spolicies).b.________________________________________________________________Tip

4________________________________________________________________Alwaysremaincalmandadjustyourmindset.Yellingandgettingangrywithyourclientwillonlyescalatethesituation.Whathappenedtomakethemupset?Whatdotheywant?Task1Task2Task3Thanksforyoursuggestions.TodayIcameacrossmymanagerTonyinthepantry.Pleaselistentoourdialogue.Apologizesincerelyandofferpossiblesolutions:Presentatleasttwooptions.Thankthecustomerfortheirpatienceandunderstanding.Herearesomegoodexpressionsusedintheconversation.Part1Warm-upPart1Warm-upScriptofTask3Tony:HeyMichael,howisitgoingsofar?Michael:Morning,Tony.I’mfine,thankyou.Tony:Youlookcheerfultoday.Anythinggoodhappened?Michael:Ohyes.IclosedadealwithMs.JohnsonfromTacoExportImportStrategiesCorporation.Shewantedsomemen’sjacketsandcoffeecups.It’snotabigorderbutit’smyfirstsuccessfuldeal.Tony:Congratulations,Michael!Welldone.Michael:Thanks,Tony.Tony:HaveyoudeliveredthoseitemstoMs.Johnson?Michael:Yes.Isentthemacoupleofdaysago.Tony:Ihopeyou’vedoublecheckedtheorder,makesurethequantityorwhateverthespecificationsarecorrectandtheitemsareproperlypacked.Otherwiseyou’llgetcomplaintsfromyourcustomer.Michael:Er...IthinkImighthavesentthewrongquantityforthecoffeecups.Ohno,whatifMs.Johnsoncallstocomplain?HowdoIhandlethis?Tony:Well,firstthingtorememberwhendealingwithcustomercompliantisthatyoushouldalwaysremaincalmandadjustyourmindset.Yellingandgettingangrywithyourclientwillonlyescalatethesituation.Part1Warm-upMichael:Keepcalmandhaveagoodattitude.Icandothat.Tony:Thenyoushouldlistencarefullytowhatthecustomerissaying.Youmightwanttolistenfortheanswerstothesequestions:Whathappenedtomakethemupset?Whatdotheywant?Whatcanyoudotohelp?Michael:Right.Payattentionanddon’tinterrupt.ThenwhatdoIdo?Tony:Thenyouapologizesincerelyandofferpossiblesolutions.Youshouldtrytoapologizewithoutblaminganyone,includingyouremployees,thecustomer,oryourcompany’spolicies.Michael:Thatisabitdifficulttoachieve,isn’tit?Imean,ifthecustomeriscallingtocomplain,theremustbesomethingwrongwithus.Tony:Iknow.That’swhyyouneedtobecarefulhowyouphraseit.Youcouldsimplysay“I’mterriblysorrythatthisincidentoccurred”.Now,asforthesolution,it’sbettertopresentatleasttwooptionsbecauseitwillmakethecustomerfeelthattheyhavecontroloverthesituationandareabletochooseasolutionthatbestsuitsthem.Michael:OK.Sayyou’resorryandoffermorethanonesolution.Whatelse?Tony:Atlast,youshouldthankthecustomerfortheirpatienceandunderstanding.Youshouldalsogivethemacontactthattheycanreachoutto,suchasyourbusinesscardorthecompany’scustomerserviceline,iftheyhaveanyotherissuesorconcernsinthefuture.Michael:Thankyou,Tony.You’rereallyhelpful.Tony:Anytime.Ihopeyouwon’tgetanycomplaintsfromMs.Johnson.Andifyoudo,Ithinkyou’llhandleitwell.Michael:Isurehopeso.doublecheck （1）________________________remaincalm（2）________________________adjustyourmindset （3）________________________escalatethesituation （4）________________________apologizesincerely （5）________________________havecontroloverthesituation（6）________________________handleitwell （7）________________________Part1Warm-up仔細(xì)檢查、二次校對(duì)保持冷靜調(diào)整你的心態(tài)使事態(tài)升級(jí)真誠(chéng)地道歉2.FillouttheChinesemeaningofsomeoftheexpressionsusedintheconversation.很好地處理能夠控制局面PartIIListeningPracticeMichael:Hello,thisisMichaelspeaking.Ms.Johnson:HelloMichael.ThisisMs.Johnson.Iwanttomakea(1)

concerningtheitemsyousentme.Michael:What’swrong?Ms.Johnson:Iplacedanorderofcoffeecuplastweek.(2)

I’mnotsatisfiedwiththecupsthatarrivedthismorning.Michael:What’stheproblem?Ms.Johnson:Tostartwith,Iaskedfor800setsofcoffeecups,youonlysentme750sets.Michael:Theymusthave(3)

thequantity.Ms.Johnson:I’mnotfinished.WhenIopenedthepackagethismorning,Ifoundthatnearlyoneeighthofthecupswerebroken.Youdidn’tputany(4)

intheboxtomakethecupsmore(5)

duringdelivery.Andtherewasno“(6)

”signonthepackage.Michael:Howwerethecupswhenyouopenedthebox?Arethecupsbrokenintopieces?Ms.Johnson:Ofcoursetheyarebroken!Ijusttoldyou.Whatkindofquestionisthat?AreyousuggestingthatIbrokethecups(7)

?Idemanda(8)

!Michael:Ms.Johnson,wecansendyouthe50setsthatweforgot.Butit’sagainstourpolicytoreplacetheitemsbecauseofdeliveryproblems.Ms.Johnson:Thisis(9)

.IplaintUnfortunatelymiscountedplasticfoamshockprooffragiledeliberatelyreplacementunacceptablepart1part2part3part4part5Practice1.ListentothefollowingdialogueandFillinthemissingwords.IreceivedtwophonecallsfromMs.JohnsonconcerningtheitemsI’vesent.Pleaselistentothedialoguesandfinishthetasks.Sillyquestion/response

Reasons

Arethecupsbrokenintopieces?Butit’sagainstourpolicytoreplacetheitemsbecauseofdeliveryproblems.Hedidn’tlistentothecustomerverycarefully.Heshouldhelpthecustomertosolvetheproblemratherthanmentioningthepolicy.Michaelhasmadetwoinappropriatequestionsandresponses.Doyouknowwhatarethey?Andstateyourreasons.PartIIListeningPractice。

Listenagainandfillinthetable.Practice1Michael:Hello,thisisMichaelspeaking.Ms.Johnson:HelloMichael.ThisisMs.Johnson.Iwanttomakeacomplaintconcerningtheitemsyousentme.Michael:What’swrong?Ms.Johnson:Iplacedanorderofcoffeecuplastweek.UnfortunatelyI’mnotsatisfiedwiththecupsthatarrivedthismorning.Michael:What’stheproblem?Ms.Johnson:Tostartwith,Iaskedfor800setsofcoffeecups,youonlysentme750sets.Michael:Theymusthavemiscountedthequantity.Ms.Johnson:I’mnotfinished.WhenIopenedthepackagethismorning,Ifoundthatnearlyoneeighthofthecupswerebroken.Youdidn’tputanyplasticfoamintheboxtomakethecupsmoreshockproofduringdelivery.Andtherewasno“Fragile”signonthepackage.Michael:Howwerethecupswhenyouopenedthebox?Arethecupsbrokenintopieces?Ms.Johnson:Ofcoursetheyarebroken!Ijusttoldyou.Whatkindofquestionisthat?AreyousuggestingthatIbrokethecupsdeliberately?Idemandareplacement!Michael:Ms.Johnson,wecansendyouthe50setsthatweforgot.Butit’sagainstourpolicytoreplacetheitemsbecauseofdeliveryproblems.Ms.Johnson:Thisisunacceptable.Iwanttospeaktoyourmanager.PartIIListeningPractice（1）______（2）______（3）______（4）______（5）______（6）______（7）______（8）______（9）______（10）______(1)makeacomplaintconcerning...a.違反我們的規(guī)定(2)placeanorderb.防震(3)unfortunatelyc.這是不可接受的！(4)besatisfiedwithd.塑料泡沫(5)tostartwithe.有關(guān)……進(jìn)行投訴(6)plasticfoamf.要求退換(7)shockproofg.不幸的是(8)demandareplacementh.首先(9)againstourpolicyi.訂購(gòu)(10)Thisisunacceptable!j對(duì)……滿意eigjhdbhacPartIIListeningPractice3.StudythefollowingexpressionsandmatchthemwiththecorrespondingChineseequivalents._____(1)Ms.Johnsonwaspleasedwiththecoffeecupsshehadreceived._____(2)Michaelwantedtotransferthecalltohismanager._____(3)25setsofthecoffeecupswerelargesizeinsteadofmediumsize._____(4)MichaelofferedarefundtoMs.Johnson._____(5)Michaelwoulddeliverthecupsthesecondmorning.FFTFTIscrewedupthefirstcomplaint.ButIstillhaveachance.ThefollowingisthesecondcompliantcallfromMs.Johnson.PartIIListeningPracticePractice21.Listentothedialogueanddecidewhetherthestatementsbelowaretrue(T)orfalse(F).Practice2ScriptMs.Johnson:Goodafternoon,thisisMs.Johnson.I’mlookingforMichael.Michael:Goodafternoon,Ms.Johnson.ThisisMichaelspeaking.HowmayIbeofservice?Ms.Johnson:SoMichael,Ihavereceivedyour50setsofcoffeecupsjustawhileago.IhavetosayI’mstillunhappyaboutthem.Michael:Whathappened?Ms.Johnson:Thistimeyougottherightquantitybutthewrongsize.Michael:Letmetransferyoutoourcustomerserviceline.Ms.Johnson:No,Michael,don’ttransfermetoanyone.Idon’thavethetimeandpatiencetowaitandexplainitalloveragain.Imadeadealwithyou,soyouaretheoneI’llbetalkingto.Michael:Alright,Ms.Johnson,letmecheck.Waitamomentplease.Iseethatyouorderedmediumsizedcups.Ms.Johnson:Right.Andtheonesyousentme,halfofthemarenotmediumbutlarge.Michael:Whatabouttheotherhalf?Ms.Johnson:Well,here’sanotherproblem.Theotherhalfistherightsize,butthecupsandplatesdon’tmatch!Michael:I’msosorrythatyouhadthisexperiencewithourcompany.Iapologizeforcausingyousomuchinconvenience.Ms.Johnson:Tobehonest,I’veneverhadtheseproblemswithothercompanies.Michael:I’mterriblysorry.Iwillsendyoutherightcupsassoonaspossible.Ms.Johnson:Howsoonisthat?Michael:Firstthinginthemorning.Youseeit’salmosttimetofinishwork.IpromiseyouthecupswillbedeliveredthemomentIgettoofficetomorrow.Ms.Johnson:OK.Ihopetherewon’tbeanyproblemsofthemen’sjacket.PartIIListeningPracticeMs.Johnson:Goodafternoon,thisisMs.Johnson.I’mlookingforMichael.Michael:Goodafternoon,Ms.Johnson.ThisisMichaelspeaking.（1）有什么可以為您服務(wù)的嗎?Ms.Johnson:SoMichael,Ihavereceivedyour50setsofcoffeecupsjustawhileago.IhavetosayI’mstillunhappyaboutthem.Michael:Whathappened?Ms.Johnson:Thistimeyougottherightquantitybutthewrongsize.Michael:

（2）讓我為您轉(zhuǎn)接客戶服務(wù)熱線。Ms.Johnson:No,Michael,don’ttransfermetoanyone.（3）我沒(méi)時(shí)間也沒(méi)耐心等客服再重新解釋一遍。Imadeadealwithyou,soyouaretheoneI’llbetalkingto.Michael:Alright,Ms.Johnson,letmecheck.Waitamomentplease.Iseethatyouorderedmediumsizedcups.Ms.Johnson:Right.Andtheonesyousentme,halfofthemarenotmediumbutlarge.Michael:Whatabouttheotherhalf?Ms.Johnson:Well,here’sanotherproblem.Theotherhalfistherightsize,butthecupsandplatesdon’tmatch!

HowmayIbeofservice?Letmetransferyoutoourcustomerserviceline.

Idon’thavethetimeandpatiencetowaitandexplainitalloveragain.PartIIListeningPractice2.Translatetheunderlinedsentencesbyyourself,thenlistentothedialogueagainandcheckyourtranslations.Michael:I’msosorrythatyouhadthisexperiencewithourcompany.（4）給您帶來(lái)諸多不便，我向您道歉。Ms.Johnson:Tobehonest,I’veneverhadtheseproblemswithothercompanies.Michael:I’mterriblysorry.（5）我會(huì)盡快將正確的杯子寄送給您。Ms.Johnson:Howsoonisthat?Michael:Firstthinginthemorning.Youseeit’salmosttimetofinishwork.IpromiseyouthecupswillbedeliveredthemomentIgettoofficetomorrow.Ms.Johnson:OK.Ihopetherewon’tbeanyproblemsofthemen’sjacket.

Iapologizeforcausingyousomuchinconvenience.Iwillsendyoutherightcupsassoonaspossible.PartIIListeningPractice2.Translatetheunderlinedsentencesbyyourself,thenlistentothedialogueagainandcheckyourtranslations.PartIIListeningPractice3.Discussion.PoorMichaelsaidsomethinginappropriateagain.Discusswithyourpartneraboutwhyitisinappropriate.PartIIILanguageFocus(1)WhatisMs.Johnson’scomplaintabout?(2)Whatistherightquantityandcolorformen’sjacket?(3)WhatjacketsdidMs.Johnsonreceiveinstead?(4)HowdidMichaelexplaintheproblem?(5)HowdidMichaelresolvethecomplaint?Hercomplaintisaboutthewrongmen’sjacketsshereceived.500blackjackets,300brownjacketsand200navybluejackets.500brownjackets,300blackjacketsand200lightbluejackets.Itmustbeapackagingerrorforthejackets.Heapologizedfirstandthenpromisedtodelivertherightonesimmediately.HealsoaskedMs.Johnsontosendbackthewrongjacketsathiscompany’scost.part1part2part3part4part5Task1Listentothedialogueandanswerthefollowingquestions.PartIIILanguageFocusTask2Listentothedialogueagainandchoosetheproperquestions.a.CouldIhavetheordernumberplease?b.Whatseemstobetheproblem?c.IsthereanythingelseIcandoforyou?d.HowmayIhelp?e.Andwhatareyougoingtodoaboutthewrongonesyousentme?Michael:Goodmorning,HyperForeignTradeCompany.CanIhelpyou?Ms.Johnson:Goodmorning.ThisisMs.JohnsonfromTacoExportImportStrategiesCorporation.MayIspeaktoMichaelplease?Michael:HelloMs.Johnson,thisisMichael.(1)______________________?Ms.Johnson:Right,Michael.IhaveacomplainttomakeaboutthedeliveryIreceivedearlierthismorning.Michael:(2)__________________________________?Ms.Johnson:Well,forthemen’sjacketIorderedpreviously,insteadof500blackjackets,300brownjacketsand200navybluejackets,yousentme500brownjackets,300blackjackets.Andthe200navybluejacketsyousentarenotevennavyblue!TheyarelightblueforChristsake.Thequantityandcolorsaretotallymessedup!Michael:(3)__________________________________?Ms.Johnson:Waitasecond.Yes,it’sSR0704/18ofMay9.dbaMichael:OK.Ihavethedetailshere.Letmesee.Itmustbeapackagingerrorforthejackets.Pleaseacceptourapologies.We’llsendyoutherightonesimmediately.Ms.Johnson:OK.It’sveryinconvenientbutIsupposewe’llhavetomanage.(4)____________________________________?Michael:Pleasesendthembacktoourcompany,atourcostofcourse.Ms.Johnson:I’dlikeapromptdelivery.Whencanyoudeliverthem?Michael:Ofcourse.We’lldeliverthemthisafternoon.You’llhavethejacketsbynextWednesday,nolaterthannextFridayIpromise.IsthatOK?Ms.Johnson:Well,Isupposeit’llhavetobe.Michael:I’mverysorryfortheinconveniencecaused.Iassureyouitwon’thappenagain.Ms.Johnson:Well,itbetterbe.Becauseweintendtobuildalongtermbusinessrelationshipwithyou.Michael:Restassured,Ms.Johnson.(5)______________________________?Ms.Johnson:Thatwillbeall.Thankyou.Goodbye.Michael:Goodbye,Ms.Johnson.Haveaniceday.eca.CouldIhavetheordernumberplease?b.Whatseemstobetheproblem?c.IsthereanythingelseIcandoforyou?d.HowmayIhelp?e.Andwhatareyougoingtodoaboutthewrongonesyousentme?PartIIILanguageFocusMichael:Goodmorning,HyperForeignTradeCompany.CanIhelpyou?Ms.Johnson:Goodmorning.ThisisMs.JohnsonfromTacoExportImportStrategiesCorporation.MayIspeaktoMichaelplease?Michael:HelloMs.Johnson,thisisMichael.HowmayIhelp?Ms.Johnson:Right,Michael.IhaveacomplainttomakeaboutthedeliveryIreceivedearlierthismorning.Michael:Whatseemstobetheproblem?Ms.Johnson:Well,forthemen’sjacketIorderedpreviously,insteadof500blackjackets,300brownjacketsand200navybluejackets,yousentme500brownjackets,300blackjackets.Andthe200navybluejacketsyousentarenotevennavyblue!TheyarelightblueforChristsake.Thequantityandcolorsaretotallymessedup!Michael:CouldIhavetheordernumberplease?Ms.Johnson:Waitasecond.Yes,it’sSR0704/18ofMay9.Michael:OK.Ihavethedetailshere.Letmesee.Itmustbeapackagingerrorforthejackets.Pleaseacceptourapologies.We’llsendyoutherightonesimmediately.Ms.Johnson:OK.It’sveryinconvenientbutIsupposewe’llhavetomanage.Andwhatareyougoingtodoaboutthewrongonesyousentme?Michael:Pleasesendthembacktoourcompany,atourcostofcourse.Ms.Johnson:I’dlikeapromptdelivery.Whencanyoudeliverthem?Michael:Ofcourse.We’lldeliverthemthisafternoon.You’llhavethejacketsbynextWednesday,nolaterthannextFridayIpromise.IsthatOK?Ms.Johnson:Well,Isupposeit’llhavetobe.Michael:I’mverysorryfortheinconveniencecaused.Iassureyouitwon’thappenagain.Ms.Johnson:Well,itbetterbe.Becauseweintendtobuildalongtermbusinessrelationshipwithyou.Michael:Restassured,Ms.Johnson.IsthereanythingelseIcandoforyou?Ms.Johnson:Thatwillbeall.Thankyou.Goodbye.Michael:Goodbye,Ms.Johnson.Haveaniceday.PartIIILanguageFocus(1)IhaveacomplainttomakeaboutthedeliveryIreceivedearlierthismorning.__________________________________________________________________(2)Thequantityandcolorsaretotallymessedup.__________________________________________________________________(3)Pleaseacceptourapologies.We’llsendyoutherightonesimmediately.__________________________________________________________________(4)Pleasesendthembacktoourcompany,atourcostofcourse.__________________________________________________________________(5)I’mverysorryfortheinconveniencecaused.Iassureyouitwon’thappenagain.__________________________________________________________________(6)Becauseweintendtobuildalongtermbusinessrelationshipwithyou.__________________________________________________________________(7)Restassured,Ms.Johnson.__________________________________________________________________我想要投訴我今早收到的一個(gè)包裹。數(shù)量和顏色完全被搞混了。請(qǐng)接受我們的道歉。我們會(huì)馬上把正確的訂單寄給您。請(qǐng)將它們寄還給我司，當(dāng)然郵費(fèi)由我們來(lái)承擔(dān)。非常抱歉給您造成的不便。我向您保證不會(huì)再發(fā)生了。Task3Translatethefollowingusefulsentences.因?yàn)槲覀兿胍唾F公司建立長(zhǎng)期的生意伙伴關(guān)系。請(qǐng)放心，約翰遜女士。PartIIILanguageFocusTask4RetellthestoryofMichael’smeetingwithMr.WufromMichael’spointofview.Thebeginninghasbeengiven.IcalledMichaelfromHyperForeignTradeCompanytomakeacomplaintthismorning…Michael，youhavedoneagoodjobthistime.Imadeit!Icanhandlecomplaintsnow!Congratulations.Butinthisworldofglobalizationweshouldknowmoreaboutthediversecultures,shouldn’twe?PartIVExpansionofCulture______(1)ItisalrighttoshakehandswithanIndianwomanorMiddleEasternwoman.______(2)Inordertostartagoodrelationshipwithyourcustomer,youneedtobeawareoftheculturaldifferencesandmakethemcomfortablethefirst