商務(wù)英語聽說（下）Unit 9 Complaints and Settlement

UnitComplaintsandSettlementTeachingObjectivesTodevelopthestudents’listeningskill.Totrainthestudents’abilitytograspthedetailsabouthowtodealwithclaimsandcomplaintsetc.Togivethestudentsmorechancestotalkaboutsomethinginrelationtowhattheyhaveheardonthetape.Todevelopthestudentsspeakingskill.TheimportantanddifficultpointsTofamiliarizethestudentswithhowtousethelanguagetheylearntopracticetheactivitiesinrelationtocomplaininganddealingwithcomplaintsandclaimsetc.TeachingTime4課時(shí)（180分鐘）Teachingsteps:Lead-inActivity1)Askthestudentstodiscussthequestion：Whatshouldtheydoiftheybuysomethingunsatisfactory?2)Choosetwoorthreestudentstotelltheclasstheirsolutions.3)Askthestudentstodiscussthelead-inactivityintheirbooks.Matchthelanguagewiththepropersituation.B.B.BeingdissatisfiedwithsomethingA.ComplainingaboutamessyplaceC.C.AskingsomeonetostopcomplainingD.Indicatingthatyouarelosingpatience2.Whatajunkheap.2.Whatajunkheap.3.ThisismorethanIcantake.4.Stopcomplaining.1.I’mafraiditjustisn’tgoodenough.BADCD .4)Tmotionalmailings廣告信(或郵寄的廣告?zhèn)鲉?misleading誤導(dǎo)fineprint小號(hào)字體advertisedrate廣告宣傳中的價(jià)格customersatisfaction顧客滿意underwriter保險(xiǎn)商;(尤指海上保險(xiǎn)商)broker經(jīng)紀(jì)人lade裝載submit提交vessel船log航海日志insuranceclaim保險(xiǎn)索賠commercialinvoice商業(yè)發(fā)票error錯(cuò)誤；過失manufacture制造laserjetprinter激光打印機(jī)incompatible不協(xié)調(diào)；不相配air-freight航空運(yùn)費(fèi);空運(yùn)sea-freight海運(yùn)運(yùn)費(fèi)warehouse倉庫straightenout澄清，清理，改正9-1ComplainingaboutthebillThispartisdesignedtomakethestudentslearnhowtocomplaintaboutthebill.1.Pre-listeningactivities1)UsefulsentencesandinformationI’verunupquiteabill.我的住宿費(fèi)算多了。theJuniorExecutiveHolidayPackage初級(jí)經(jīng)理人員假日打包服務(wù)Ihadnoideaouradvertisingwassomisleading.我沒想到我們的廣告會(huì)對(duì)您起誤導(dǎo)作用。(4)Customersatisfactionisourprimaryaim.讓顧客滿意是我們的首要目標(biāo)。5.處理投訴的小技巧：1）預(yù)測(cè)客戶的情感需求客戶在投訴時(shí)，他需要得到一種發(fā)泄，而對(duì)一名服務(wù)代表來講，在接待客戶時(shí)，他必須能夠預(yù)測(cè)到客戶有這樣一種情感的需求，去加以理解，“真的很抱歉”，也可以用這樣的一些話語，“我非常理解您現(xiàn)在的心情，我會(huì)盡我自己最大的努力來幫您解決這個(gè)問題，來，您先坐下來，我們慢慢來談”，這就是關(guān)注客戶的情感需求。2）滿足客戶的心理需求服務(wù)代表滿足客戶的心理需求的主要方式就是“道歉”。客戶在投訴時(shí)，首先他需要有一個(gè)人站出來承擔(dān)這件事情的責(zé)任。如果你在處理投訴的時(shí)候，能夠在一開始時(shí)先去真誠的致歉，那么客戶的這種心理需求就能得到滿足。而在很多時(shí)候，服務(wù)代表都在努力推卸自己的責(zé)任，這樣只能會(huì)更加激怒了客戶。如果一開始就承擔(dān)責(zé)任，就表示道歉，客戶的態(tài)度會(huì)很快地變得緩和，就會(huì)有一個(gè)比較好的談話氛圍。因此，服務(wù)代表要滿足客戶的心理需求。3）用開放式問題讓投訴的客戶發(fā)泄情感處理投訴的原則是先處理情感，后處理事件。因此，服務(wù)代表應(yīng)該一開始就穩(wěn)定客戶的情緒，然后再提出一個(gè)開放式的問題，把客戶的精力放到具體的事情上去。服務(wù)代表在傾聽的過程中，客戶的情感也得到了一種發(fā)泄。4）用復(fù)述情感以表示理解客戶在發(fā)泄情感的過程中，服務(wù)代表應(yīng)該在認(rèn)真地傾聽，在表示同情，還應(yīng)該去復(fù)述情感以表示理解，這樣客戶的心情就會(huì)逐漸地好起來。相互之間的談話就可以轉(zhuǎn)移到解決問題上來。5）提供信息來幫助客戶等客戶的情緒穩(wěn)定下來后，服務(wù)代表就要提供更多的信息來幫助客戶解決，也就是說服務(wù)代表應(yīng)該運(yùn)用他的專業(yè)知識(shí)有效地幫助客戶來分析導(dǎo)致這種情況的原因可能是什么，如果不知道或解決不了，就應(yīng)該告訴客戶，“我會(huì)盡快的幫您查證一下，我會(huì)跟那個(gè)部門去打招呼”等等。6）設(shè)定期望值以便于提供方案選擇通過前面幾步的工作，這時(shí)候你已經(jīng)知道客戶的期望值是什么了，那么對(duì)你來講，可能會(huì)告訴客戶：我非常理解您現(xiàn)在的心情，不過是這樣的，負(fù)責(zé)這件事的人下班了或暫時(shí)不在，但是我本人非常想幫助您解決這個(gè)問題，您看這樣好不好，我把您的情況記錄下來，我交給誰誰，然后我去查證一下，然后及時(shí)打電話給您。這叫設(shè)定期望值，就是告訴客戶目前我能夠做的事情是什么。7)達(dá)成協(xié)議提供了方案供客戶選擇之后，就要達(dá)成協(xié)議，也就是建議一個(gè)承諾。8)檢查滿意度后再次道歉當(dāng)你把產(chǎn)品維修好交給客戶后，你應(yīng)該跟客戶說，您看還有什么需要我為您做的嗎？看看客戶對(duì)你的服務(wù)是否滿意?？蛻羧绻f，先這樣了，有什么毛病我再找你了，你就應(yīng)該再一次為發(fā)生這樣的事情向客戶表示歉意。9)挽留客戶以建立聯(lián)系在處理完客戶的投訴后，服務(wù)代表應(yīng)該跟客戶說，讓您這么大老遠(yuǎn)跑了一趟，我代表公司向您表示道歉，感謝您對(duì)我們企業(yè)的信任，感謝您使用我們的產(chǎn)品，如果您回去之后發(fā)現(xiàn)任何問題，您都可以直接打電話找我，我非常樂意為您再次提供服務(wù)。并告訴客戶你的聯(lián)系方式，然后定期給他打電話，進(jìn)行跟蹤服務(wù)。2)AskthestudentstoreadthequestionsinTask1andmakeguessesabouttheanswers.2.While-listeningtasks1)Playthedialogueonceandletthestudentsgetthemainideaofthematerial.Andthentheteacherexplainsthedifficultlanguagepoints.2)PlaythedialoguetwiceandletthestudentsdoTask1.3)PlaythedialoguethreetimesandletthestudentsdoTask2.4)Playthedialogueanothertimesandletthestudentslistenandrepeatafterthetape.3.Post-listeningtask1)DoTask3(practicethesentenceswiththeirpartners)andthendoTask4.2)Givethestudentstimetomakeasimilardialogueanddoroleplaywiththeirpartners.(Task5)3)Checkthestudents’work.(Asksomestudentstodoroleplayinfrontoftheclass.)Task1Listenandchoose.1.Howlongdidthegueststayinthehotel？A.Onenight．B．TwonightsC．Threenights．2.Whatistheroomrateaccordingtotheguest’sunderstanding？A.＄500pernight．B.＄250pernight．C.＄750pernight．3.Howmuchshouldtheguestpayaccordingtothebill？A.＄750．B.＄500．C.＄1,500．Task2Listenandfill.1.H:I’mMissSherman.Whatseemstobetheproblem?G:Well,apparentlyI’verunupquiteabill.2.H:Theadvertisedrateisbasedondoubleoccupancy.G:WhenIbookedtheroom,yourstaffdidn’tmentionthis.Andthebrochureandyourpromotionalmailingsdonotmentionthat.3.H:Isee.Ihadnoideaouradvertisingwassomisleading.Itishere,butit’sinthefineprintonthelastpage.G:Perhapsyoucouldarrangetoprovidemewithanewbillthatreflectstheadvertisedrate.Task3Learntheusefulsentencesandpractisewithyourpartner.Task4Completethedialogue.1.Apparently,I’verunupquiteabill.(我的住宿費(fèi)算多了).2.Ihadnoidea（沒有想到）ourbrochurewassomisleading.（給人誤導(dǎo)的）．3.Theadvertisedrateisbasedondoubleoccupancy（按兩個(gè)人一間房算的）．4.WhenIbookedtheroom，yourstaffdidn’tmentionthis．（你方職員可沒有告訴我這個(gè)）．5.Customersatisfaction（顧客滿意）isourprimaryaim.（首要目標(biāo)）．Task5Roleplay．A———SalesManagerofahotelB———AcustomerwhoisdissatisfiedwiththeserviceofthehotelBcomplainsaboutittoA.9-2ClaimsandComplaints(I)Inthispart,weshouldtraintheSs’abilitiestograspimportantdetailsofclaimsandcomplaints.TeachingstepsPre-listeningactivities1)Usefulsentencesandinformation(1).關(guān)于保險(xiǎn)索賠的程序：(2).Wemustprepareourclaim.我們必須準(zhǔn)備索賠。類似說法：Wehavenoalternativebuttolodgeaclaimwithyou.我們沒有辦法只有向你們提出索賠。Wehavenoalternativebuttofileagainstsbaclaimfor$5,000.我們不得不向你們提出訴訟索賠五千美元。Wehavenoalternativebuttomakeaclaimwithsbforacompensationof$3,000.我們不得不向你們索賠三千美元。(3).underwriters保險(xiǎn)商（在英國早期開辦保險(xiǎn)業(yè)務(wù)時(shí)，由好多承保商號(hào)聯(lián)合承保，他們一起在保險(xiǎn)單下面簽字，因而得此名稱。2)AskthestudentstoreadthequestionsinTask1andmakeguessesabouttheanswers.3)TheteachercangivethestudentssomekeywordsandsentenceslistedinNewWordsandExpressionsandnotestohelpthestudentstoformthesituationaldialogue.2.While-listeningtasks1)PlaythedialogueandaskthestudentstofocustheirattentiononthequestionsinTask1,andthendoTask1.2)PlaythedialogueagainandthestudentsdoTask1.3)PlaythedialoguethethirdtimesandaskthestudentstodoTask2.4)Playthedialogueanothertimesandaskthestudentstorepeatthesentencesafterthetape.3.Post-listeningtasks1)AskthestudentstodoTask3&4inpairs.2)GivethestudentssomeminutestomakeadialoguewiththeirpartnersaccordingtotheinformationgiveninTask5.4)Askthestudentstodoroleplayinfrontoftheclass.Task1Listenandchoose.1.Whathappenedtotheirgoods？A.AllthegoodsfromJapanwaslostanddamaged．B.PartofthegoodsfromJapanwaslostanddamaged．C.PartofthegoodstoJapanwaslostanddamaged．2.Whatshouldtheydofirstwhenlossordamageoccurs？A.Tocalltheunderwriter．B．Tocontacttheirbroker．C．Topreparetheinvoice．3.Whatwilltheyneedfromtheshippingagent？A.Astatementstatingthatthegoodswereactuallyloadedandnotingwhenthevesselsailed．B．Astatementofprotest．C．Astatementofsettlement．Task2ListenandFillC：Sothefirststepwouldbetocontactourbroker？B：Yes，andwe’llneedtosubmitsomedocumentstohim．C：Isitenoughthatwehaveanon‐boardbilloflading_toclaimsettlement？B：I’msorrytosayitisn’t．We’llneedastatementfromtheshippingagentsstatingthatthegoodswereactuallyloadedandnotingwhenthevesselsailed．We’llalsoneedtopresentproofofownership.C：Howdowedothat？B：We’llhavetofileafulloriginalsetofoceanbillsoflading，theinsurancecertificate，andtheoriginalcommercialinvoice．C：Noproblem．Ihavethemonfile．Task3Learntheusefulsentencesandpractisewithyourpartner.(略)Task4Completethesentences1.Wemustprepareourclaim2.Thefirststepwouldbetocontactourbroker.3.We'llneedtosubmitsomedocumentstohim.4.We'llhavetosubmittheoriginalcommercialinvoice.5.Wemayalsoneedastatementofprotest．Task5Roleplay(omitted)9-3ClaimsandComplaints(II)Inthispart,weshoulddevelopthestudents’abilitytograspimportantdetailsofclaimsandcomplaints.TeachingstepsPre-listeningactivityUsefulinformation(1)Complaints&Claims（抱怨和索賠）抱怨、索賠的目的是為了獲取更好的服務(wù)，對(duì)已出現(xiàn)的問題求得盡快的、妥善的解決。它通常是買方由于對(duì)收到的貨物不滿而為，如：貨物未按時(shí)到達(dá)；貨物雖抵達(dá)，但與訂單所載不同；貨物有損毀現(xiàn)象；貨物數(shù)量短缺或多余；貨物質(zhì)量與樣品不符；服務(wù)不合理以及收費(fèi)過高等，這些均是抱怨、索賠的正當(dāng)理由。(2)索賠在執(zhí)行合同的過程中，簽約雙方都應(yīng)該嚴(yán)格履行合同義務(wù)。任何一方如果不能嚴(yán)格履行，就會(huì)給另一方帶來麻煩。在這種情況下，受損失的一方有權(quán)根據(jù)合同規(guī)定要求責(zé)任方賠償損失或采取其他補(bǔ)救措施。受損失的一方采取的這種行動(dòng)稱之為“索賠”，而責(zé)任方就受損失一方提出的要求進(jìn)行處理，叫做“理賠”。在業(yè)務(wù)中常見的是買方向賣方提出索賠，如賣方拒不交貨、逾期裝運(yùn)、數(shù)量短缺、貨物的品質(zhì)規(guī)格與合同不符、錯(cuò)發(fā)錯(cuò)運(yùn)、包裝不妥、隨船單證不全或漏填錯(cuò)發(fā)等致使買方遭受損失時(shí)，買方可向賣方提出索賠。但是在某些情況下，賣方也向買方提出索賠要求，如買方拒開或遲開信用證、不按時(shí)派船、無理毀約等致使賣方遭受損失時(shí)，賣方也會(huì)向買方提出索賠。2)AskthestudentstoreadthesentencesinTask1firstandpredicttheanswers.2.While-listeningactivitiesPlaythedialogueonce,andthentheteacherexplainssomedifficultwordsandsentenceslistedinWordsandExpressionsandNotes.Playthedialogueagain,andthestudentsdoTask1,2.Playthedialoguethethirdtimes,andaskthestudenttorepeatafterthetape.3.Post-listeningactivities1)AskthestudentstodoTask3&4inpairs.2)GivethestudentssomeminutestopreparetheroleplayinTask5,andthenasksomepairsofthestudentstodoinfrontoftheclass.Task1Listenanddecidetrueorfalse.1.Thebuyerordered50ofyourQR205laserjetprinters.(F)2.ThesellersenttheBD224model. (F)3.QR224isincompatiblewiththecomputersystem. (T)4.Thesellerairfreightthecorrectprintersimmediately(T)5.Thebuyerwillpaytheairfreightcharges.(F)Task2ListenandFill1.B:Yourememberthatweordered__50ofyourBD205__laserjetprinters?S：ofcourse.Weshippedthem__twoweeksago.__.Haven'ttheyarrived?2.S：Doyouhavethe__theinvoicenumber?B：Ihave__afax_oftheinvoicerighthere.3.S：Well,I'vediscovered_thesourceoftheerror._.Itseemsyourcustomeraccountnumberwasincorrectlyenteredintoourcomputeratthewarehouse.Thisresultedinthe_thewrongshipment_.B：That's__anunderstandable_,butregrettablemistake.4.S：We’llairfreightthecorrectprintersimmediately．Pleasereturnthewrongprintersbysea．Andsinceit’sourerror，we’llpayallthefreightcharges．B:Thankyouverymuch.Task3Learntheusefulsentencesandpractisewithyourpartner.(略)Task4Completethesentences．1.I’lllookintoit（調(diào)查此事）andtrytogetitcorrectedforyouasquicklyaspossible．2.WouldyoumindwaitingafewminuteswhileIcheckwithourshippingdepartment（向運(yùn)輸部門查詢）？3.I’manxioustogetthisstraightenedout（把這個(gè)問題搞清楚）．4.Itseemsyourcustomeraccountnumberwasincorrectlyenteredintoourcomputer（沒有被正確地輸入計(jì)算機(jī)）atthewarehouse．5.Sinceit’sourerror，we’llpay（支付）allthefreightcharges．Task5Roleplay．A———AbuyerB———AsellerAiscomplainingaboutthequalityoftheproductsboughtfromB．Bissettlingthecomplaint．HomeListeningandPractisingThispartisgiventothestudentsastheirhomework.9-4Practice1.Listenandcompletethesentences.1) I’mMissBrown.Whatseemstobetheproblem?2) Perhapsyoucouldarrangetoprovidemewithanewbillthatreflectstheadvertisedrate.3) Whatshouldwedowhenlossordamageoccurs?4) That'spartoftheserviceonthebroker'sside.5) We'llneedtopresentproofofownership.6) We’llhavetosubmittheinsurancecertificate,andtheoriginalcommercialinvoice.7) Wemayalsoneedastatementofprotest.8) Wehaveaproblem,sir.9) They'vearrived,andthey'rethewrongmodel.10) I'vediscoveredthesourceoftheerror.2.Listentotheconversationsandchoosethebestanswerstothefollowingquestions.1)Whatdoesthespeakerbook?A.abookB.aroomC.atable2)Whatdidthehotelpromisehim?A.aluxuriousroomB.acomfortableweekendC.aluxuriousandcomfortableweekend3)Whatishistrouble?A.Thereisnowaterintheroom.B.Thewaterinthehoteliscool.C.Nobodycametogivehimhotwater.4)Whendidherequiredroomserviceforbreakfast?A.onSaturdaymorningB.onMondaymorningC.onSundaymorning5)Whatdidheaskfor?A.hisbreakfastB.arefundC.beinggivenanotherroomTapescript:A:Excuseme,manager.B:Yes.CanIhelpyou?A:Ihaveacomplainttomake.B:What’sthat?A:WhenIbookaroominyourhotellastweek,youpromisedmealuxuriousandcomfortableweekend.Butmystayherewasnotatallpleasant.TherewasnohotwaterintheroomandnobodycametofixiteventhoughIcalledseveraltimesforhelp.B:I’msorrytohearthat.A:Besides,IrequiredroomserviceforbreakfastonSaturdaymorningandIhadtowaitnearlyhalfanhour.Imustaskforarefund.B:I’msorryfortheinconveniencewehavecausedyou.We’lllookintothematterandgiveyouasatisfactoryreplywithin2hours.A:Ihopeyouwillnotkeepmewaitingtoolong.B:Sure.3.Translatethephrases.(1) 廣告信promotionalmailings (2)準(zhǔn)備索賠 prepareourclaim (3)保險(xiǎn)索賠insuranceclaim(4)商業(yè)發(fā)票 commercialinvoice (5)顧客滿意customerssatisfaction 4.Completethefollowingsentences.1) Customersatisfactionis__ourprimaryaim(我們的首要目標(biāo))。2) Wemust__p