UNIT-5-Settling-Complaints-跨境電商客服英語

Unit7SettlingComplaintsYourmostunhappycustomersareyourgreatestsourceoflearning. —BillGates最不滿意的客戶就是學(xué)習(xí)的最好資源。 ——比爾·蓋茨Lesson1Lesson2Lesson3Lesson4Problems

withanOnlinePurchaseGiving

Explanations

OfferingSolutionsWriting

WorkshopLesson1Problems

withanOnlinePurchase1.Circlethephrasesthatarenewtoyouandlookthemupinthedictionary.

ReadthemaloudandwritetheChinesemeaning.IVIVIIIII1)phone

battery

2)fixaproblem__________________________________________3)makeupfortheloss 4)apartialrefund __________________________________________5)thetrackingnumber 6)underguarantee _____________________ _____________________

Keys手機電池

解決問題補償損失部分退款運單號木箱在保修期內(nèi)PartIWarming-upIVIVIIIII7)defectiveitem8)openadispute_____________________ _____________________9)closeadispute 10)theoriginalpackaging_____________________ _____________________11)afullrefund 12)amix-up_____________________ _____________________

13)leaveoutanitem14)faultyproduct_____________________ _____________________

Keys次品提交糾紛關(guān)閉糾紛原包裝全額退款混淆遺漏一件物品次品PartIWarming-upSometimes

waitalongtimebeforereceivingthepurchasepayexpensiveshippingandhandlingfeestherewerenotasmuchinformationasnecessaryIwasbilledforitemsthatwerenotdeliveredgettingresponsefromcustomerservicemakingpaymentbycreditcardIhadtoIVIVIIIII2.Workwithyourpartnerandtaketurnstoaskandanswerthequestionswiththecluesinthebox.

Example:A:Whatproblemhaveyoueverhadwithanonlinepurchase?B:SometimesIhadtowaitalongtimebeforereceivingthepurchase.IfoundI

haddifficultyinPartIWarming-upPartIISituationalDialogsIVIVIIIIIListeningKeys

DialogOneDialogTwoDialogThreeDialogFourDialogFiveearringsphoneshoesshirtbag1.Listen

to

five

short

dialogs

and

mark

the

product

which

is

talked

about

in

each

dialog

with

a

tick.

PartIISituationalDialogsListeningIVIVIIIIIKeysDialogOneDialogTwoDialogThreeDialogFourDialogFiveA.Thedeliverywasveryslow.B.Thelacesareabittoolong.C.Thematerialisbadandittorewithinhoursofuse.D.Thephonebatterylastsonlyhalfadayand,itchargesveryslowly.E.Thecolorisaverydarkgreenandnotthatattractive.2.Listentothedialogsagainandmatchthecomplaintswiththecorrespondingdialogs.PartIISituationalDialogsSpeakingIVIVIIIIIKeysWhyisthebuyernotsatisfiedwiththepurchase?2)Whatdoes

the

seller

propose

to

do?1.Answerthefollowingquestions.Shereceivedtheitem,butitisinadifferentcolor.Thesellerwillsendanewpackagewiththegreenshirtplusanicegift.PartIISituationalDialogsSpeaking2.Practicemakingcomplaintsabouttheproductsinthegivensituations,usingtheinformationinthefollowingtable.IVIVIIIIIExample:Buyer:I’dliketomakeacomplaintaboutthehairdryer.Seller:Whatisitabout?Buyer:Itstoppedblowingairoutproperlyafterbeing

usedtwice.IwantareplacementPartIIISupplementaryMaterials1.Igotthepackage,buttheitemisinadifferentcolor.我收到包裹了，但產(chǎn)品的顏色不對。2.Youleftoutalotofitemsinmyorder.I’dliketogetapartialrefund.你漏發(fā)了我的訂單中的很多商品。我要求部分退款。3.Ourcustomersarecomplainingabouttheslownessofthedelivery.我們的客戶都在投訴貨運很慢的問題。Translatetheseusefulsentencesandtrytorememberthem!IVIVIIIII4.I’mdisappointedwiththeitem.I’llreturnitbecausenothingislikethepicture.我對商品很失望。我要求退貨，因為這跟圖片內(nèi)容完全不符。5.Thespidermanmaskismuchsmallerinsizethanexpected.It’saterriblemask.蜘蛛俠的面具尺碼比預(yù)想的要小很多，真是個糟糕的面具。6.Thepillowcasesarrivedpromptly,butthematerialisthinandstartingtofadeaftertwowashes.I’mveryunhappywiththeproducts.枕套很快就到了，但是面料很薄，洗兩次后就褪色了。我對產(chǎn)品很不滿意。PartIIISupplementaryMaterialsIVIVIIIII7.Thechairistoolowandonlyfitsforkids.Irequestareplacement.PartIIISupplementaryMaterialsIVIVIIIII

椅子太低了，僅適合小孩坐。我要求換貨。8.Wefoundthreeofthestainlesscupswereterriblyrusty.Herearethephotos.

我們發(fā)現(xiàn)其中的三個不銹鋼杯子嚴(yán)重生銹。這是照片。9.

Your

shopping

experience

is

very

important

to

us

and

our

business.PartIIISupplementaryMaterialsIVIVIIIII

您的購物體驗對我們以及我們的生意都很重要。10.

Your

satisfaction

is

immensely

important

to

us,

and

will

motivate

us

to

offer

better

service.

您的滿意對我們極為重要，將激勵我們提供更優(yōu)質(zhì)的服務(wù)。PartIVMoreActivitiesRole-playIVIVIIIIISituationCarrieChang,anewe-storeowneronAliExpress,istalkingtohercustomer,JosephMillsfromtheUKonTradeManager.Josephisnotsatisfiedwiththesizeofthe

shoeshereceivedfromCarrie.Carrie: Hello,Joseph.Areyouonline?Joseph: Yes.CanIhelpyou?Carrie: I’mCarrieChangfromHangzhouBeautyStore.Youorderedapairofshoesfromourstorelastmonth,andyouopenedadisputewithus.…Createadialogwithyourpartneraccordingtothegivensituation,usingtheinformationintheboxaswellastheexpressionsinthepreviousmodeldialogs.Thefirstthreelineshavebeendoneforyou.PartVVocabularyandStructureIVIVIIIII1.MatcheachwordintheleftcolumnwithitsChinesemeaningintheright.Keys1) I’mwritingtocomplainaboutthe__________ofthe

itemsIorderedfromyourstore.2) Iwanttocomplainaboutthe__________andthedelayIexperiencedwhilewaitingforyourproduct.3)

Iwouldappreciateyoursendingmea____________assoonaspossible.4)Ijustboughtthelamptwoweeksago.It’sstill_________________,butImustsay,itisnotworththeamountofmoneyIpaid.I’mverydisappointed.PartVVocabularyandStructure2.Fillintheblankswiththewordsand

phrases

inTask1.Changetheformifnecessary.IVIVIIIIIKeys

poorquality

slowness

replacement

underguarantee5)Weappreciateyourwillingnessto________________.6)

Wejustreceivedyourcomplaint.Youcanapplyfora__________.We’llagreetoyourrequest.7)Thepackagewasnothandledproperly.Halfthegoods______________.8)Ifyouarenotsatisfiedwiththeitemsandwanttoopena_______,pleasefollowthestepsbelow.PartVVocabularyandStructureIVIVIIIIImakeupforthelossfullrefundKeysweredamageddispute1)Buyer:You____________________（漏發(fā)了）threeitems.Seller:Pleasetakeaphotoofwhatyouhavereceived.2)Buyer:My____________________（上次的訂單）hasnotcomeyet.Seller:I’msorrytohearthat.Pleasegiveusyourordernumber.3)Buyer:There

was

always

something

wrong

with

my

order.Seller:Myapologies.What’s____________________（問題）thistime?PartVVocabularyandStructure3.TranslatetheChinesesentenceineachofthefollowingdialogsintoEnglish.IVIVIIIIIKeys

leftout

lastorder

thematter4)Buyer:Iamveryupsetwithyourpacking.Oneiteminsidewas____________（破損）.Hereisthephoto.Seller:Wefeelverysorryaboutit.Wedidn’texpectthistohappen.5)Buyer:Iwantmymoneyback!Seller:Sorry,weareunableto____________________（退款）

youinfull.Woulda$5discountonyournextorderbeacceptable?6)Buyer:Iorderedasize-38coat,butyousentmeasize-40.Seller:Pleasegiveusyour____________________（訂單號）.PartVVocabularyandStructureIVIVIIIIIKeys

damaged

refund

ordernumber3.TranslatetheChinesesentenceineachofthefollowingdialogsintoEnglish.Lesson2GivingexplanationsPartIWarming-up1.Circlethephrasesthatarenewtoyouandlookthemupinthedictionary.

ReadthemaloudandwritetheChinesemeaning.IVIVIIIIIKeys1)holidayshoppingseason_________________________2)inshortsupply _________________________3)faultypacking _________________________4)heavilydamaged _________________________5)cancelthedispute _________________________假日購物季供不應(yīng)求不良包裝嚴(yán)重破損取消糾紛PartIWarming-upIVIVIIIIIKeys6)outofone’scontrol _________________________7)qualitycontroldepartment _________________________8)compensatefortheloss _________________________9)confirmthedelivery _________________________10)delayeddelivery _________________________不受控制質(zhì)控部門補償損失確認(rèn)收貨到貨延遲PartIWarming-upIVIVIIIIIKeysDearfriend,pleaseletmechecktheorder.WeshippedonSeptember22nd.Thepackageisontheway.BecauseOctober1stisourNationalDayandtheCustomshasstrengtheneditssecurityinspection,alltheitemsinandoutoftheCustomswillbecheckedstrictly.Thedeliveryspeedmaybeaffectedbecauseofthis.Hereisthetrackingnumber,RA1234567CN.Pleasewaitforafewmoredays.Thanksforyourpatience.2.Workwithyourpartnertogivepossibleexplanationstotheproblem.PartIISituationalDialogsListeningIVIVIIIII

DialogOneDialogTwoDialogThreeDialogFourTracking

problem

Wrongcolor

Itemunavailable

Waitingtoolong

Keys

√√

√

√

1.Listen

to

four

dialogs

and

mark

the

complaint

that

is

talked

about

in

each

dialog

with

a

tick.

PartIISituationalDialogsListeningIVIVIIIIIKeysDialogOneDialogTwoDialogThreeDialogFourA.Thereturnisbeyondourcontrol.B.ParceldeliverytoSouthAmericawasaffectedbecauseofrecentWorldCupevents.C.Theitemswerenotavailableyesterday.D.Thedeliverydepartmentmighthavemixeduptheorders.2.Listentothedialogsagainandmatchthecomplaintswiththecorrespondingdialogs.PartIISituationalDialogsSpeaking1.Answerthefollowingquestions.IVIVIIIII1)What’sthebuyerunhappyabout?2)

What’stheproblemwiththedigitalclock?KeysThedeliverywastooslow,andthedigitalclockdoesnotworkproperly.Thebuttonswerenolongerresponsive,andthedisplaywasnotworkingsincelastweek.PartIISituationalDialogsSpeakingIVIVIIIII3)Whatdidthebuyertrytodowiththedigitalclock?4)Whatdoesthesellersuggest

doing?KeysThesellersuggeststhatthebuyertakeareplacementfreeofcharge.Thebuyerreplacedthebatterywithseveralbrandnewones,butitdidn’twork.Sothebuyeropenedadispute.PartIISituationalDialogsSpeakingIVIVIIIII2.Practicegivingexplanationsabouttheproblemsinthefollowingsituation,usingtheinformationinthefollowingtable.Example:Buyer:Dearseller,there’snotrackinginformationformyorder.Seller:Itusuallytakesacoupleofdaystoupdatetheinformation.PartIIISupplementaryMaterialsTranslatetheseusefulsentencesandtrytorememberthem!IVIVIIIII1.We’dliketoexpressourappreciationforgivingusanopportunitytomakeituptoyou.謝謝您給我們彌補過失的機會。2.Ithinkthesedelaysmayhavesomethingtodowiththeholidayshoppingseason.我覺得這些延誤與假日購物季有關(guān)。3.I’msorrythatthepressurecookersareheavilydamaged.We’lllookintothecause.我對高壓鍋的嚴(yán)重?fù)p壞表示遺憾。我們會對造成損壞的原因進行調(diào)查。PartIIISupplementaryMaterials4.Therewassomethingwrongwithourcomputer.We’lltryourbesttodeliverthegoodstoyoubytheendofthismonth.我們的電腦出了故障。我們會盡最大的努力在月底前把訂貨發(fā)給你。5.Theresultofourinvestigationsaidthatthedamageiscausedsometimeintheprocessoftransportation.我們的調(diào)查結(jié)果是，物品是在運輸途中受損的。6.Accordingtooursurveyreport,thedamagewascausedbypoorpackaging.據(jù)我們的調(diào)查報告顯示，損壞是由于包裝不當(dāng)而引起的。IVIVIIIIIPartIIISupplementaryMaterials7.We’resorrythatourcarelessnesscausedtheshortage.很抱歉，我們的粗心導(dǎo)致了貨物短缺。8.WemadeamistakeabouttheSKUnumberandsentyouthewronggoods.我們把貨號弄錯了，因此發(fā)錯了物品。IVIVIIIIIPartIIISupplementaryMaterials9.We

value

our

customers.

So,

if

you

have

any

problem

we

will

always

be

here

to

offer

help.我們珍視每位顧客，因此您若有任何問題，我們都會隨時幫忙。10.Our

goal

is

to

make

sure

our

customers

have

a

nice

shopping

experience

with

us.我們的目標(biāo)是保證顧客能有良好的購物體驗。IVIVIIIIIPartIVMoreActivitiesIVIVIIIIIGrammar賓語從句1.

TranslatethefollowingsentencesintoEnglish.1)希望我們能建立長期的合作關(guān)系。Ihope2)昨天我們被告知春款已經(jīng)到貨了。Weweretoldyesterday3)我發(fā)現(xiàn)自己店里沒有上新品。Ifound4)你的意思是又下了一個訂單嗎？Doyoumean5)我覺得您兩三天內(nèi)就能收到包裹了。IthinkKeys(that)thespringcollectionhasarrived.(that)wecanestablishalong-termcooperation.(that)Ididn’tupdateanewproduct.(that)youhaveplacedanotherorder?(that)youwillreceivetheparcelinacoupleofdays.Object

clause

with

thatPartIVMoreActivitiesIVIVIIIII6)請告訴我你希望怎么解決這個問題。Pleasetellme7)我想知道包裹什么時候能到。Iwanttoknow8)請告訴我包裹現(xiàn)在到哪里了。Pleasetellme9)我不明白你的意思。Idon’tunderstand10)請告訴我你收到了幾個產(chǎn)品。Pleasetellus

Keyswhentheparcelwillarrive.howyouwouldliketohavethisproblemsolved.wheremyparcelis.whatyoumean.howmanyitemsyouhavereceived.Object

clause

with

w/h

questionsPartIVMoreActivitiesIVIVIIIII11)我想知道這個商品是否有貨。Iwonder12)我不確定郵局是否會馬上把包裹發(fā)出去。I’mnotsure13)能否告訴我你明天上午10點是否在線？Canyoutellme14)我要核查它們是否為同一個產(chǎn)品。IneedtocheckKeysifthepostofficewillsendthepackagesoutrightaway.iftheitemisinstock.ifyouwillbeonlineat10o’clocktomorrowmorning?iftheyarethesameitems.Object

clause

with

if/whetherPartIVMoreActivitiesIVIVIIIII1)Iwanttoknowthatwhatitis.

2)Ican’tunderstandthatthecustomersaid.

3)Idon’tknowthisiswhoseaccount.

4)Heaskedmewherewastheparcel.

Keys2.This

part

consists

seven

sentences

and

there

is

one

mistake

in

each

sentence.

Underling

the

mistakes

and

write

the

correct

words

in

the

brackets.

Iwanttoknowwhatitis. Ican’tunderstandwhatthecustomersaid. Idon’tknowwhoseaccountitis. Heaskedmewheretheparcelwas.PartIVMoreActivitiesIVIVIIIII5)

Doyourememberhowmuchdidyoupayfortheorder?

6)

Shesaidthatshewillbebacksoon.

7)

Couldyoutellmeifthepostofficewascollectingtheparcelsnow?

Keys

Doyourememberhowmuchyoupaidfortheorder?

Shesaidthatshewouldbebacksoon.

Couldyoutellmeifthepostofficeiscollectingtheparcelsnow?PartIVMoreActivitiesIVIVIIIIIKeys1)B 2)B 3)B 4)D 5)C6)C 7)C 8)A 9)B 10)C3.Choose

the

best

answers

from

the

choices

marked

A,

B,

C

and

D.verb noun5)

track ___________6)

pack ___________7)

explain___________8)

replace

___________PartVVocabularyandStructureIVIVIIIII1.Write

the

properform

of

the

followingwordsbasedontheclues.verb nouncomplain___________pay ___________deliver___________compensate___________Keystrackingpacking/packagingexplanationreplacementcomplaintpaymentdeliverycompensation1)Toavoidadisputeoverslow__________,weneedtousereliableshippingmethods.2)TrackyourEMSparcelonlinewithyourEMS__________number.3)Wereceivedanumberof____________fromcustomersaboutthequalityofourproducts.4)Wearelookingintothematterandwillgiveyoua(n)____________shortly.PartVVocabularyandStructureIVIVIIIII2.FillintheblankswiththewordsinTask1.Changetheformifnecessary.KeysdeliverytrackingcomplaintsexplanationPartVVocabularyandStructureIVIVIIIII5)Igota______________formybrokenitemfromtheseller.I’mveryhappywiththenewproduct.6)I’mafraidyoushould_____________meby5%ofthetotalamountoftheorder.7)Adequate__________preventsthegoodsfrombeingdamagedduringtransit.8)Onceyourrequestisaccepted,youwillreceivearefundbacktotheoriginalmethodof__________.KeyscompensatepackingreplacementpaymentPartVVocabularyandStructureIVIVIIIIIWhilemostissuescanbehandledsuccessfullythroughabasicopendialogbetweenthesupplierandthebuyer,sometimescertainsituationsmustbeturnedintomoreformal1)__________.Weadvisethatthe2)__________andthebuyertodotheirbesttodiscussissueswitheachotherandcometoareasonablesolution.Wealso3)_____________theykeepinactivecommunicationduringtheOpenDisputeprocess.Keysrequestssupplier3Choosethemostappropriatewordsfromtheboxtofillintheblanks.Changetheformifnecessary.recommendPartVVocabularyandStructureIVIVIIIIIIfthesupplierandthebuyercan’treachan4)____________duringthe15-dayOpenDisputetimeperiod,thebuyermaypursuethecomplaint.Byfilingaclaim,thebuyerstatesheorsheis5)_________toreachareasonableagreementwiththesupplier,andisrequestingtheplatformtostepinto6)___________thematter.Reasonstopursuethecomplaintmaybedifferent.Theycan7)__________thesuppliernotrespondingtothebuyer’srequestsorrefusingtopartiallyrefundthebuyerforanordersentbackinan8)_______________condition.KeysunablehandleincludeagreementunsatisfactoryLesson3Offering

SolutionsPartIWarming-up1.ReadthewordsaloudandwritetheChinesemeaning.IVIVIIIIIKeyspositive

feedback ________________refundterms

________________originalpaymentaccount

________________getareplacement________________in

transit

________________積極反饋退款條款初始付款賬戶換貨6)

theexactnumber

________________7)

awholesalebuyer________________8)

estimated

time________________9)

close

the

case________________10)

register

a

complaint________________轉(zhuǎn)運中確切的號碼批發(fā)買家預(yù)計時間提出控訴結(jié)案1)Whataretheusualwaystosettleadispute?

2)Whatwillyoudoifacustomerasksforafullrefund?PartIWarming-upIVIVIIIIIKeysTheusualwaystosettleadisputeareasfollows:Givebuyerafull/partialrefund.Sendareplacement.Offerdiscountorgiftfornextorder.First,thesellerwillhavetounderstandwhattheproblemis.Iftheproblemiswiththeseller,thesellercaneitherreplacetheitem,orofferdiscount,orafullrefund.2.Workwithyourpartnerandtaketurnstoaskandanswerthequestions.PartIISituationalDialogsListeningIVIVIIIIIKeysDialogsProblemsDialogoneDialogtwoDialogthreeDialogfourDialogfiveTheglassesarebrokenontheway.Whenthebuyerwillgettherefund.Thebuyerhasn’treceivedtheChristmastree.Theparcelgotlostontheway.Somescrewsoftheoutdoordiningtablearemissing.1.Listentofiveshortdialogsandfillintheblankswiththeproblemsoftheorders.PartIISituationalDialogsListeningIVIVIIIII2.Listentothedialogsagainandfillintheblankswithwhatyouhaveheard.DialogOne

Wecan1)__________________,buttheestimatedshippingtimeisabout38days.Ifyoucanwait,we’llsenditoutassoonaspossible.Ifyoudonotwishtowait,wecould2)__________________.

DialogTwoWehavealreadyrefundedyour3)__________________.IfyoupaidwithPayPal,youwillreceiveitsoon;ifyoupaidbycreditcard,youwill4)_______________________________.Keysresendtheordergetitwithin3to15daysrefundyounowpaymentPartIISituationalDialogsListeningIVIVIIIIIKeysDialogThreeThepaymentwillbereturnedtoyouroriginal5)____________________in7to10workingdays.Pleasecheckit.Iftheparcelarrives,wouldyouplease6)__________________?DialogFourIt’sverylikelytheparcel7)_________ontheway.Ithappenssometimeswithsuchsmallparcels.We’llsenditout8)__________________________.DialogFiveSomethingmayhave9)__________________intransit.I’llsendyousomereplacementscrewssoonandthetablewill10)__________________.payingaccountgonewronggotlostrepayuswithanewtrackingcodebefinewiththemWhatistheproblemwiththeorder?2)Howmuchdothe4missingitemscost?3)Howmanystylesareavailablenow?4)Howdoesthesellersolvethisproblem?PartIISituationalDialogsSpeakingIVIVIIIIIKeysThesellerleftout4oftheitemsthebuyerorderedonAugust16th.$64.19.TwoHeasksthebuyertoplaceaneworder,andhewillofferadiscountof$65.1.Answerthefollowingquestions.PartIISituationalDialogsSpeakingIVIVIIIII2.Practiceofferingsolutionstothecomplaintsinthegivensituations,usingtheinformationinthefollowingtable.Example:Buyer:Hello,I’munabletotrackmyorder.Couldyouhelpme?Seller:Mypleasure.Iwillcheckandsendthetrackinginformationtoyousoon.PartIIISupplementaryMaterialsTranslatetheseusefulsentencesandtrytorememberthem!We’llgiveyoua$5discountinyournextorder.IsitOKwithyou?我們將給您下次的訂單優(yōu)惠5美元，可以嗎？2.Pleasetellmewhatyouwouldlikeustodotosolvetheproblem.請告訴我您希望我們怎么解決這個問題。3.Pleasetakealookatsomeotherproducts.Weagreetosendareplacement.

請看看其他產(chǎn)品。我們同意發(fā)一個替換產(chǎn)品。4.We’llsendtheorderouttomorrowandtellyouthenewtrackingnumber.

我們明天就發(fā)貨，然后告訴你新的跟蹤單號。IVIVIIIIIPartIIISupplementaryMaterials5.We’lltryourbesttomakeupforthelossinaccordancewithyourrequest.我們將竭盡全力按您的要求彌補損失。6.Wecanassureyouthatsuchthingswillnothappenagaininfuturedeliveries.我們保證在以后的配送中不會發(fā)生類似的情況。7.Wehopethatthisunfortunateincidentwillnotaffecttherelationshipbetweenus.我們希望這一不幸事件不會影響到我們雙方之間的關(guān)系。8.IestimatethattheorderwillreachyouattheendofAugust.我預(yù)計這批貨會在八月底送達(dá)你方的。

IVIVIIIIIPartIIISupplementaryMaterials9.We

understand

the

concerns

and

frustrations

you

might

have,

and

we’ll

do

our

best

to

resolve

the

issue.我們理解您的焦慮與懊喪，我們會竭盡全力解決這個問題。10.Weare

striving

to

improve

ourselves

in

terms

of

product

quality

and

service.我們一直努力提升我們的產(chǎn)品質(zhì)量與服務(wù)。

IVIVIIIIIPartIVMoreActivities很多糾紛是可以事先避免的，已經(jīng)出現(xiàn)的糾紛問題也是可以解決的，那么怎么避免和解決糾紛呢？IVIVIIIIICultureCorner產(chǎn)品描述產(chǎn)品質(zhì)量問題物流問題售后溝通問題PartVVocabularyandStructureIVIVIIIII1.MatcheachwordorphraseintheleftcolumnwithitsChinesemeaningintheright.1)automatically2)paymentmethod3)refundterms4)paythetax5)originalpayment

account6)openadisputeA.退款方式B.提起糾紛C.交稅D.自動地E.原付款賬號F.付款方式KeysPartVVocabularyandStructureIVIVIIIII2.Fillintheblankswiththeword

and

phrasesinTask1.Changetheformifnecessary.Refundsareissuedbasedonthe____________________usedatthetimeofpurchase.2)Pleasenotethatyourorderwillbecompletedandthepaymentwillbereleasedtoyoursupplierifyouhavenot____________________againbeforetheduedate.3)Ifthesupplierrefusesyourdisputerequest,youcancontactthesuppliertonegotiatedifferent____________________.KeyspaymentmethodopenedadisputerefundtermsPartVVocabularyandStructureIVIVIIIII4)Pleasenoticethatitisabuyer’sdutytodonormalcustomsclearanceandto____________________.5)Therefundisprocessedbythebankingsystem____________________anditisnotprocessedmanually.Pleasewaitwithpatience.6)Therefundisprocessedautomaticallybythesystemaftertheorderisfinished.Toprotectyourtransaction,therefundcanonlybereturnedtoyour___________________________.Keyspaythetaxautomaticallyoriginalpaymentaccount1)得知貨品受損我們很遺憾。給您帶來不便，我深表歉意。(damage)2)您更換的玩具已經(jīng)寄出，正在運送途中。(replacement)3)我們會根據(jù)您的要求給予換貨。(exchange)PartVVocabularyandStructureIVIVIIIII3.TranslatethefollowingsentencesintoEnglish.Wearesorrytoknowthattheitemsweredamaged.Myapologiesforalltheinconvenience.Yourreplacementtoyhasbeensentout.It’sintransitnow.Wewillexchangethegoodsinaccordancewithyourrequest.KeysPartVVocabularyandStructureIVIVIIIII4)退款將于2至3個工作日內(nèi)到達(dá)你信用卡。(refund)5)我們目前還沒有就收到過對這款產(chǎn)品的投訴。(complaint)6)我們推斷包裹很可能在運送過程中丟失了。Wewillrefundthemoneytoyourcreditcardwithin2-3businessdays.Wehaven’treceivedanycomplaintsagainstthisproductsofar.Weestimatethattheparcelwaslikelytobelostintransit.KeysLesson4WritingWorkshopIVIVIIIII本課主要描述賣家應(yīng)如何回復(fù)買家的投訴信。回復(fù)投訴信時，語言要有禮貌，態(tài)度要誠懇，并提供適當(dāng)?shù)慕鉀Q方案。首先要向客戶表示歉意并安撫客戶情緒；其次要在了解清楚具體情況后，再提供解決方案；最后再次表示歉意。PartIUnderstandingEnglishEmailsRead

thefollowingsamplesandtranslatethemintoChinese.IVIVIIIIIComplaintaboutthedamagedproductHello,

I’mreallysorrytohearaboutthedamagedconditionoftheproduct.Icompletelyunderstandyoubeingupset.Thisisdefinitelynotwhatwewantourcustomerstoexperience.

I’veforwardedyourmessagetoourshippingdepartment.They’llwanttoreadaboutyourexperience,andI’llmakesuretheytakethenecessaryactionssothiswillnothappenagainwithyourfutureorders.

I’verequestedareplacementorderforyou,freeofcharge.Sincereturnshippingcostsarehigher,youdon’tneedtoreturnthedamagedproduct.Youcandisposeofitanywayyoulike.

We’retrulysorry,andhopewecanworktogetherinthefuture.Welookforwardtoseeingyouagainsoon.

Bestregards,

Mark樣例一IVIVIIIII顧客投訴貨物破損你好，

得知你訂購產(chǎn)品的受損，我對此狀況深感抱歉。我完全理解你失望的心情。我們絕不愿意客戶有這樣的體驗。

我已把你的信息轉(zhuǎn)發(fā)給貨運部門，因為他們想要了解你的情況。我確信他們將采取必要的行動避免以后類似事件發(fā)生。

我已經(jīng)為您重新申請了免費換貨的訂單。由于退貨貨運成本較高，你不需要寄回?fù)p壞的產(chǎn)品，請自行處理。

我深表歉意，希望我們將來繼續(xù)合作。歡迎再次光臨。

致以最美好的問候馬克PartIUnderstandingEnglishEmailsSample2IVIVIIIIIComplaintaboutthetrackingoftheorderHello,

I’msorryfortheinconvenienceyou’vehadwiththispurchase.Iunderstandthatyoustillhaven’treceivedyourorder.Iunderstandhowinconvenientthisisforyou.I’llbepleasedtohelpyouwiththeproblem.

Itriedtotrackyourpackage.Aftercontactingthecarrier,I’veconfirmeditwasshippedoutanditisnowintransittobedeliveredtoyou.I’msorryaboutthedelay.However,pleaseunderstandthatsomedelayscanbeca