新標準職業(yè)英語綜合教程2 課件 Unit-4 After-sales Service

After-salesService新標準職業(yè)英語綜合教程2Unit

41Unit

objectives2Learning

context3Section

I4Section

II5Self-assessmentUnitobjectivesInthisunit,youwilllearnto:putyourselfinthecustomer’spositionwhenhandlingtheircomplaints;

writearesponseemailtocustomercomplaints.課程思政提示專設育人目標，凸顯：換位思維和同理心的重要性妥善處理客戶投訴的原則：設身處地為客戶著想Asasalessupportspecialist,yourjobistorespondtooverseascustomers’concernsandcomplaintsviaemail.Yesterday,youreceivedanemailfromanonlinebuyer,Sofia.Shecomplainedthatshedidnotreceivethebirthdaygiftshehadboughtforhersonfromyourcompany.Youaregoingtowritearesponseemail.Inthisemail,youwillfirstshowyourunderstandingofhersituationandthenprovidesolutions.LearningContextCommunicativescenario課程思政提示單元主題：售后服務真實職場任務：客服專員充分理解客戶處境妥善處理客戶投訴Here’sthecomplaintemailfromSofia.Supposeyoureceiveanemaillikethis.Discussthefollowingquestionswithyourpartner.

?HowareyougoingtoshowyourunderstandingofSofia’ssituation??Whatshouldbeincludedinyourresponse

emaildealingwithafter-salesissues?DiscoveringyourneedsLearningContextHintsHintsDiscoveringyourneedsLearningContextDearSir/Madam,IboughtatoyformysonforhisbirthdayTWOweeksagofromyourcompany.Istillhaven’treceivedityet.Hisbirthdayiscoming.Mysonforsurewon’tbehappyifhedoesn’tgetagiftonthisspecialday.Iwouldbedisappointedtoo.Ihopeyouwillsolvethisproblemsoon.Yourssincerely,SofiaBrookHowareyougoingtoshowyourunderstandingofSofia’ssituation?Weneedtolookatthingsfromcustomers’perspectives.Wecanapologisefirstandtellthemweunderstandhowtheyfeelandwhytheyfeelthatway.Inthisunit,wewilllearnhow

to

empathisewiththecustomer.Whatshouldbeincludedinyourresponseemaildealingwithafter-salesissues?Canyourecallsomeofthebasiccomponentsofemails?Howisacomplaintresponseemaildifferentfromotheremails?Inthisunit,wewilllearnhowtowriteresponseemailstodealwithafter-salesissues.SectionIStoryInteractionCultureWhencustomerscometoyouwithcomplaints,theyareoftenupsetorevenangry.Showingempathyisagoodwaytocalmthemdown.Readthefollowingstoryandfindouthowempathyworksinafter-salesservice.TextVocabularyUnderstandingideasDevelopingskillsUsinglanguageStory課程思政提示導語圍繞育人目標，說明：

展示同理心是處理客戶投訴的重要原則①“IfonlyIhadknownthatempathywasgoingtoworksowellwithcustomers,Iwould’vestartedusingitalongtimeago,”Petertoldhisnewcolleagueatcoffeecorner.譯文Empathyworksmiracles②Peterhasbeenworkingintheafter-salesserviceteamforthreeyears.Hismainjobistorespondtocustomeremails.Atthebeginningofhiscareer,hethoughtthiswouldbeapieceofcake.However,itwasatotalmess.Notonlydidhenotsolvetheissuesathand,buthereceivedmorecomplaintsabouthisservice.Atthetime,hewasstressedoutandfilledwithnegativeemotions.Hisbosscalledhimintoherofficeandsaid,“You’vegot30daystoimprove,orwe’llhavetoletyougo.”譯文Empathyworksmiracles③

Peterwasupsetandembarrassed.Hepouredouthisangerandfrustrationtohiscolleague,Jane,andcomplainedthatalltheclientshedealtwithwerenotfriendly.Petershowedhersomeresponseemailshewroteandsaid,“Yousee,Itriedmybesttosolvetheirproblems.”譯文Empathyworksmiracles④“Iamsorryyouaregoingthroughallthis.Dealingwithcomplaintsisverychallenging.Itotallyunderstandhowyoufeel,”Janecomfortedhim.⑤Peterfeltthathisfeelingswereunderstood.⑥“Howwouldyoufeelifyouwerethatcustomer?”Janewentontoask,pointingatoneofhisresponseemailsonthecomputerscreen.Thebeginningoftheemailread“Astothedelayproblemyoumentioned,…”.Infact,almostallhisresponseletterswerewritteninthismanner.譯文Empathyworksmiracles⑦“Perhapsitisalittlecold?”Peterasked,notsureofhimself.⑧“Absolutely!Thereneedstobeasenseofpersonaltouchrightfromthebeginning.”⑨“Personaltouch?HowamIgoingtodothat?”⑩“Empathisewiththem.Showyourunderstandingoftheirfeelings.”譯文Empathyworksmiracles?“Justlikewhatyoudidtomejustnow?”Peterwasstartingtogetit.?“Right!Youareafastlearner,”Janeencouragedhim,“butit’llneedsomepractice.Alwaysremembertoputyourselfinothers’shoes.”?Peterrealisedhisproblem.Withpractice,hegotthehangofit.Tohissurprise,henotonlystartedtoreceivemorethank-youreplies,buthealsogotpromotedtobetheheadoftheteamsoonafterwards.?“Showingempathyworksmiracles,”Petertoldhisnewcolleague,withabigsmileonhisface.譯文Empathyworksmiracles課程思政提示課文講述了一位新入職的售后專員Peter最初不知如何回復客戶投訴郵件，在同事的幫助下，他開始換位思考，用表現(xiàn)出同理心的方式回復郵件，最終獲得客戶和老板認可的故事。思考：如果你是Peter，將如何處理客戶投訴？

如果你是投訴的客戶，你期望得到怎樣的對待？同理心創(chuàng)造奇跡①彼得在咖啡角和新來的同事說：“如果我知道同理心會對客戶產(chǎn)生這么好的效果，我早就開始用了。”原文同理心創(chuàng)造奇跡②彼得已經(jīng)在售后服務團隊工作了三年。他的主要工作是回復客戶的電子郵件。入職之初，他以為寫這種郵件就是小菜一碟。然而，最初工作做得一團糟——他不僅沒有解決眼前客戶的問題，反而收到更多關(guān)于他服務的投訴。當時，他壓力很大，充滿了負面情緒。老板把他叫到辦公室，說：“給你30天的時間來改進，否則我們不得不解雇你?！痹蘑郾说煤茈y過，也很尷尬。他向同事簡傾訴了他的憤怒和懊惱，并抱怨說他所接待的所有客戶都不友好。彼得給她看了他寫的一些回復郵件，說：“你看，我已經(jīng)盡力去解決他們的問題了。”原文同理心創(chuàng)造奇跡④“對你所經(jīng)歷的一切，我感到難過。處理投訴非常具有挑戰(zhàn)性。我完全理解你的感受?！焙啺参克f。⑤彼得覺得他的感受被人理解了。⑥“如果你是那個顧客，你會有什么感覺？”簡指著電腦屏幕上彼得的一封回復郵件，繼續(xù)問道。這封郵件的開頭寫著“關(guān)于您提到的延遲問題，……”。事實上，彼得幾乎所有的回復郵件都是以這種方式寫的。原文同理心創(chuàng)造奇跡⑦“可能語氣有點冷漠？”彼得不確定地問道。⑧“對極了！郵件從開頭就要有人情味?！雹帷叭饲槲?？我要怎么才能做到呢？”⑩“與他們共情，顯示出你能理解他們的感受。”原文同理心創(chuàng)造奇跡?“就像你剛才對我做的那樣？”彼得開始領悟了。?“對了！你學得很快?！焙喒膭钏f，“但這需要多練習。永遠記住要設身處地為他人著想。”?彼得意識到了自己的問題。通過練習，他掌握了訣竅。令他驚訝的是，他不僅開始收到更多的感謝信，不久后還被提拔為團隊負責人。?“表現(xiàn)出同理心會創(chuàng)造奇跡?！北说酶嬖V他的新同事，臉上帶著燦爛的笑容。原文同理心創(chuàng)造奇跡LanguagePointsempathyn.

同理心課文e.g. Showingempathytowardscustomers’concernsis importantinprovidingqualityafter-salesservice.

Empathycanhelpimproveyourcustomerservice.

Fortunately,itisaskillthatyoucanlearnand

strengthen.IfonlyIhadknownthatempathywasgoingtoworksowellwithcustomers,Iwould’vestartedusingitalongtimeago.LanguagePoints課文該句表達對過去無法改變的事情的遺憾，需要用虛擬語氣。主句用過去將來完成時（wouldhave+過去分詞），從句用過去完成時（had+過去分詞）。有時條件從句中的動作和主句中的動作發(fā)生的時間不一致，這時動詞的形式要根據(jù)它所表示的時間加以調(diào)整，此為錯綜時間條件句。e.g.

IfonlyIhadstudiedhardearlier,Iwould’vepassed theexam.

Ifonlymybrotherhadlistenedtome,hewouldn’t

beinsuchamess.LanguagePoints課文Peterhasbeenworkingintheafter-salesserviceteamforthreeyears.此句中的have/hasbeendoing是現(xiàn)在完成進行時結(jié)構(gòu)，表示從過去某一時間點開始做的事情，一直持續(xù)到現(xiàn)在，常與since及for引導的狀語連用。e.g. HehasbeenlearningEnglishsinceprimaryschool. Wehavebeenwaitingforyouforhalfanhour.課文LanguagePointsafter-salesservice售后服務e.g. Providinggoodafter-salesservicecanreduce customers’stressandanxiety. Thecompanyhasgreatafter-salesservice.They alwaysrespondquicklytoanyissuesofthe customers.

LanguagePoints課文apieceofcake小菜一碟e.g. Fixingthisproblemisjustapieceofcakeforhim. Don’tworry.Completingthistaskwillbea

piece

ofcakeforsomeoneasskilledasyou!LanguagePoints課文atotalmess一團糟e.g. Thedeskwasatotalmess.Ispentquitealongtime cleaningitup. Thecustomer’sorderwasatotalmess,butwe sortedeverythingoutandmadesuretheywere satisfied.LanguagePoints課文Notonlydidhenotsolvetheissuesathand,buthereceivedmorecomplaintsabouthisservice.本句為倒裝句。notonly放在句首時，后接句子要用倒裝結(jié)構(gòu)。謂語是be動詞和情態(tài)動詞時，要把be動詞和情態(tài)動詞提到主語前；謂語是行為動詞時，要借用助動詞，把助動詞提到主語前，部分倒裝。課文LanguagePointse.g. Notonlyissheawriter,butalsoaninventor.

NotonlydoeshespeakEnglishwell,butheis alsogoodwithcomputers.LanguagePoints課文issueathand眼前的問題e.g. Let’sfocusontheissuesathand.Weneedtofind asolutionquickly. Hebelievestherearemoreimportantissuesat handrightnow.LanguagePoints課文bestressedout焦慮不安e.g. Whenyouarestressedout,listentosomelight musictorelax. Don’tbestressedoutifyoufaceanyissueswith theproduct.Contactourcustomersupportteam.LanguagePoints課文negativeemotion負面情緒e.g. Icanalwaysfindwaystocopewithnegative emotions. Learningtomanagenegativeemotionsis crucialinprovidingprofessionalafter-sales service.LanguagePoints課文You’vegot30daystoimprove,orwe’llhavetoletyougo.本句可轉(zhuǎn)述為：Wewillgiveyouamonthtofixthisproblem,orI’mafraidyouwillbefired.課文LanguagePointsembarrassedadj.難堪的e.g.

Helookedabitembarrassed. IfeltembarrassedwhenIcouldn’tanswerthe customer’squestion,butIpromisedtogetbackto themlater.LanguagePoints課文pourout傾訴e.g.

Ithelpstopour

outyourfeelingstoatrustedfriend. Sometimescustomersjustwanttopour

outtheir concerns,anditisourroletolistenandoffersupport.LanguagePoints課文Dealingwithcomplaintsisverychallenging.LanguagePoints課文本句中，動名詞做主語，謂語動詞用單數(shù)。challengingadj.

具有挑戰(zhàn)性的e.g. Johnsonfoundachallengingjobasasales representative. Theprojectisquitechallenging,butIam confidentwecancompleteit.personal

touch

人情味e.g. Addingapersonal

touchtocustomerinteractionscan makethemfeelvalued. Apersonal

touchcanenhancecustomerexperience.LanguagePoints課文empathisewithsb與……共情e.g. Hisabilitytoempathisewithpeoplemadehiman excellentcustomersupportrepresentative. Emotionalintelligenceincludeshowwellyou empathisewithothers.LanguagePoints課文putoneselfinothers’shoes設身處地為他人著想e.g. Puttingourselvesinothers’shoescanhelpusbetter understandthem. Alwaysputyourselfinothers’shoes.Ifyoudon’t likeit,otherpeopleprobablywon’tlikeiteither.LanguagePoints課文getthehangof掌握……的竅門e.g. Onceyougetthehangofthisstrategy,itwillmake yourjobmucheasier. Thetaskwillbeapieceofcakeifyougetthehang ofit.LanguagePoints課文Vocabularychallenging/?t??l?nd???/adj.具有挑戰(zhàn)性的embarrassed/?m?b?r?st/adj.難堪的empathy/?emp?θi/n.同理心apieceofcake小菜一碟atotalmess一團糟after-salesservice售后服務bestressedout焦慮不安empathisewithsb與……共情getthehangof掌握……的竅門issueathand眼前的問題negativeemotion負面情緒personaltouch人情味pourout傾訴putoneselfinothers’shoes設身處地為他人著想VocabularyUnderstandingideasTask1ThebeginningofPeter’scareerwasnotsmooth.FillintheblankswiththeexpressionsfromParagraph2.BackgroundinformationaboutPeterHismainjobisto1.

.Hestartedthisjob2.

ago.Peter’scareercrisisHewasnothappyabouthiswork.?Hewas5.

.Hisbosswasnothappyabouthiswork.?Hisbossgavehim30daystoimprove,ortheywouldhaveto6.

.ThebeginningofPeter’scareer

Itwasatotalmess.?Hedidnot3.

,and4.

.respondtocustomeremailsthree

yearssolve

the

issues

at

hand

received

morecomplaintsabouthisservicestressedoutandfilledwithnegativeemotionslethimgo/firehimTask2

PeterrealisedhisproblemwithJane’shelp.Completethefollowingdiagramwiththeexpressionsfromtherestofthestory.UnderstandingideasToempathisewiththeclients.Itmeansshowing5.

.Italsomeans6.

.SolutionPeter’sthought(beforeJane’shelp)Itwas1.

fault.Theywere2.

.Peter’sthought(afterJane’shelp)

Itwas3.

fault.Thebeginningofhisemailwas4.

.Problem

hisclients’notfriendlyhisownalittlecoldunderstandingofothers’feelings/empathyputtingyourselfinothers’shoesDeveloping

skillsPeterunderstoodthatempathyandafter-salesserviceshouldalwaysgotogether.Thefollowingdiagrammayhelpyougettoknowhowcustomerswanttobetreated.

Customers

wanttohavetheproblemsolvedapersonaltouchandasincereresponsetoknowsomeoneisresponsibletonothearexcuses01020304課程思政提示充分理解客戶需求：問題得到解決收到真誠關(guān)懷的回應知道有人對此事負責拒絕借口你在處理售后問題時該如何滿足客戶需求？基于客戶的需求，思考：Task1BelowisoneofPeter’sresponseemailswithoutempathy.DiscusswithyourclassmatesandworkoutwhatproblemsPeter’semailhas.Matchthesentencesandexpressionsintheemailwiththeproblemsontheright.Developing

Skills()A.Thisisanexcuse.()B.Thesignaturemakesthecustomerfeellikethere’snorealpersonontheotherside.()C.Thesalutationisimpersonal.1DearCustomer,2Astotheproblemofthedelaythatyoumentioned,3theshippingdepartmenthasrecentlyhadtoomanyorderstohandle.4Youshouldhavebeentoldaboutthisdelayatthetimeofpurchase.5Iwillcheckoutwhythiswasthecase.Yours,6CustomerServiceTeam361Task1BelowisoneofPeter’sresponseemailswithoutempathy.DiscusswithyourclassmatesandworkoutwhatproblemsPeter’semailhas.Matchthesentencesandexpressionsintheemailwiththeproblemsontheright.Developing

Skills()D.Thesupposedsolutiondoesnotreallysolvethedelayproblem.()E.Thisisacoldbeginningwithoutapersonaltouch.()F.Thepassivevoicesuggeststhatnooneisinchargeofthis.1DearCustomer,2Astotheproblemofthedelaythatyoumentioned,3theshippingdepartmenthasrecentlyhadtoomanyorderstohandle.4Youshouldhavebeentoldaboutthisdelayatthetimeofpurchase.5Iwillcheckoutwhythiswasthecase.Yours,6CustomerServiceTeam1DearCustomer,2Astotheproblemofthedelaythatyoumentioned,3theshippingdepartmenthasrecentlyhadtoomanyorderstohandle.4Youshouldhavebeentoldaboutthisdelayatthetimeofpurchase.5Iwillcheckoutwhythiswasthecase.Yours,6CustomerServiceTeam245Task2Discusswithyourclassmateshowtheemailcanberevisedtoshowempathy.Developing

SkillsDearSofia,Iamreallysorrythatyouhaven’treceivedyourorder.Icanunderstandhowupsetyoursonwillbewithoutyourgiftonhisbirthday.Onlineordershavegoneupsomuchrecently.Ourshippingdepartmentisworking24/7now.Youwillbereceivingyourdeliveryanytimesoonnow.Thankyouforyourpatienceduringthistimeandallthebestforthisholidayseason!Yours,PeterCustomerServiceRepresentativeTask1Matchthefollowingexpressionswiththeirtranslations.售后服務atotalmess小菜一碟negativeemotion眼前的問題personaltouch負面情緒apieceofcake一團糟after-salesservice人情味issueathandUsinglanguageTask2

Complete

thefollowingsentenceswiththeexpressionsinthebox.Changetheformifnecessary.

bestressedoutpouroutgothroughgetthehangofdealwithputyourselfinsb’sshoesMycolleaguetaughtmehowtowritearesponseemailandI

itafterawhile.Theyhiredhimbecauseofhisvaluableskillin

customercomplaints.Peter

alotinordertoachievewhathehas.Shespendseverylunchtime

herafter-salesserviceproblemstomeandexpectsmetofindasolution.I’vegottoomanycomplaintemailstohandle.I

.Thebestwaytounderstandcustomersisto

.Usinglanguagegotthehangofdealingwithhasgonethroughpouringoutam

stressed

outputyourselfintheirshoes課程思政提示題目例句的選取圍繞售后服務，進行詞匯教學的同時兼顧育人。Youaregoingtolistentotwoconversationsabouthowtoshowempathyinafter-salesservice.Speakingactivitieswillfollow.Listening1Speaking1Listening2Speaking2InteractionTask1

Judyhasn’treceivedheronlineorder.Sheiscallingthecustomerservicecentre.ListentotheconversationbetweenJudyandasalessupportspecialist,Robin,andchoosethebestanswertoeachblank.Judyboughta(n)

online.A.e-readerB.harddriveC.computerD.printer2.Judylivesin

.BuildingBB.BuildingCC.BuildingDD.BuildingEVocabularyListening1

Listening1Task2

Listenagainandfillintheblanks.Judyhasn’treceivedherorderbecause

.Judywasnothappywhensheheardthatshewouldn’treceiveherorderuntil

.JudyagreedwhenRobinoffered

.

itwassenttothewrongaddress/itwassenttoBuildingEnextweeksame-daydeliverydelivery/d??l?v?ri/n.送貨ridiculous/r??d?kj?l?s/adj.荒謬的apologisefor為……道歉same-daydelivery當日送達VocabularyListening1(Script)Robin:

Hello!ThisisRobinfromABCPrinter.HowcanIhelpyou?Judy:

Hi!Iboughtaprinterfromyourwebsitelastweekbuthaven’treceivedityet.Robin:

Sosorryaboutthat.Yourfullnameandordernumber,please?Judy:

JudyWatson.Theordernumberis34127856.Robin:

Holdon.Letmecheckforyou.Canyoutellmeyouraddress,please?Judy:

It’s1077MainStreet,BuildingB,Apartment#2.(afterawhile)Robin:

ItlookslikeitwasdeliveredtoBuildingE.I’m...Judy:

What?Thisisridiculous.Robin:

Iapologise

forthis.We’llsendyouanotherone,anditshouldarrivenextweek.Judy

Nextweek?I’minurgentneedofthatprinter!Robin:

Itotallyunderstandyourfrustration.Let’sseeifIcanarrangeforsame-day

delivery.Don’tworry.We’llcoverthecost.Judy:

OK.Thanks.VocabularyAnswerforQuestion1AnswerforQuestion2Listening1(Script)Robin:

Hello!ThisisRobinfromABCPrinter.HowcanIhelpyou?Judy:

Hi!Iboughtaprinterfromyourwebsitelastweekbuthaven’treceivedityet.Robin:

Sosorryaboutthat.Yourfullnameandordernumber,please?Judy:

JudyWatson.Theordernumberis34127856.Robin:

Holdon.Letmecheckforyou.Canyoutellmeyouraddress,please?Judy:

It’s1077MainStreet,BuildingB,Apartment#2.(afterawhile)Robin:

ItlookslikeitwasdeliveredtoBuildingE.I’m...Judy:

What?Thisisridiculous.Robin:

Iapologise

forthis.We’llsendyouanotherone,anditshouldarrivenextweek.Judy

Nextweek?I’minurgentneedofthatprinter!Robin:

Itotallyunderstandyourfrustration.Let’sseeifIcanarrangeforsame-day

delivery.Don’worry.We’llcoverthecost.Judy:

OK.Thanks.AnswerforQuestion1AnswerforQuestion2AnswerforQuestion3Speaking1Task1

Practisehowtomakecomplaintsandapologies.ReadaloudthesentencestakenfromListening1.-Thisisridiculous.-Iapologiseforthis.-Sosorryaboutthat.Listening1(Script)Robin:

Hello!ThisisRobinfromABCPrinter.HowcanIhelpyou?Judy:

Hi!Iboughtaprinterfromyourwebsitelastweekbuthaven’treceivedityet.Robin:

Sosorryaboutthat.Yourfullnameandordernumber,please?Judy:

JudyWatson.Theordernumberis34127856.Robin:

Holdon.Letmecheckforyou.Canyoutellmeyouraddress,please?Judy:

It’s1077MainStreet,BuildingB,Apartment#2.(afterawhile)Robin:

ItlookslikeitwasdeliveredtoBuildingE.I’m...Judy:

What?Thisisridiculous.Robin:

Iapologiseforthis.We’llsendyouanotherone,anditshouldarrivenextweek.Judy

Nextweek?I’minurgentneedofthatprinter!Robin:

Itotallyunderstandyourfrustration.Let’sseeifIcanarrangeforsame-day

delivery.Don'tworry.We’llcoverthecost.Judy:

OK.Thanks.SampleSpeaking1Makeacomplaintaboutaproduct’squality,andthenyourpartnermakesanapology.Youmayrefertotheexpressionsbelow.Making

complaints?Thereseemstobesomethingwrongwith…?Thisissobad.?TheproductIboughtisbroken.?…isnotworking.Making

apologies?

Iamsorryabout…?I’msorryfortheinconvenience.?I’msorrytolearn/hearthat…?Itisourfault.?Wetakefullresponsibility.Speaking1SampleA:Thereseemstobesomethingwrongwiththehandbag.B:Oh,I’msorrytohearthat.Whatisitexactly?A:Thezipperisnotworking.It’shardtopull.B:I’msorryfortheinconvenience.Didyoutryrubbingsomedishdetergentalongthezipperteeth?A:Yeah.Thatdoesnotwork.Thisisridiculous.B:Iapologiseforthis.Wetakefullresponsibility.Pleasereturnthehandbagtousandwewillsendoutareplacementwithin1-2days.Theshippingfeeisonus.A:OK.Thanks.Makeacomplaintaboutaproduct’squality,andthenyourpartnermakesanapology.Speaking1Task2

Workinpairsandactoutthefollowingsituation.YoumayrefertoUsinglanguageinthissectionforusefulexpressions.Annreceivesthewrongproductsheboughtonline.Shecallsthecustomerservicecentretomakeacomplaint.Brett,asalessupportspecialist,answershercall.Heexpresseshisunderstandingofthesituationandmakesanapology.SampleTask1Matchthefollowingexpressionswiththeirtranslations.售后服務atotalmess小菜一碟negativeemotion眼前的問題personaltouch負面情緒apieceofcake一團糟after-salesservice人情味issueathandUsinglanguageTask2

Complete

thefollowingsentenceswiththeexpressionsinthebox.Changetheformifnecessary.

bestressedoutpouroutgothroughgetthehangofdealwithputyourselfinsb’sshoesMycolleaguetaughtmehowtowritearesponseemailandI

itafterawhile.Theyhiredhimbecauseofhisvaluableskillin

customercomplaints.Peter

alotinordertoachievewhathehas.Shespendseverylunchtime

herafter-salesserviceproblemstomeandexpectsmetofindasolution.I’vegottoomanycomplaintemailstohandle.I

.Thebestwaytounderstandcustomersisto

.Usinglanguagegotthehangofdealingwithhasgonethroughpouringoutam

stressed

outputyourselfintheirshoesBacktoSpeaking1SampleBrett:Hello,thisisafter-salesservice.Ann:Hello,Ineedtomakeacomplaint.Brett:Iamsorrytohearthat.Canyoutellmemoreaboutit?Ann:Iboughtacoffeemachineandreceivedablenderinstead.Thisisatotalmess.Ifeelstressedoutbecauseofthis.Brett:IunderstandhowyoufeelandI’mtrulysorryfortheinconvenience.Canyougivemeyourordernumber,please?Ann:Sure,it’s123456.Brett:Thankyou.Letmecheckyourorderdetails.(afewsecondslater)OK.Icanseewhatwentwronghere.Wesentthewrongitemmistakenly.Pleaseacceptmyapologyforthis.Ann:Iappreciateyourpersonaltouch,butIjusthopethiscanberesolvedsoon.Brett:Noproblem.We’lldealwiththisassoonaspossible.We’llsendthecoffeemachinetoyouwitha20%-offcoupon,andyoucanreturntheblendertousatnocost.Ann:Thatsoundsgreat.Thankyouforunderstandingmynegativeemotions.Brett:Don’tmentionit!Wetryourbesttomakecustomerssatisfiedwithourservicesandproducts.Speaking1Listening2Task1

JaneandPeteraretalkingaboutthedifferencesbetweenempathyandsympathyincustomerservice.Listentotheconversationandchoosethebestanswers.Vocabulary1.Accordingtotheseniormanager,successfulcommunicationstartswith

.speakingpolitelytellingtheotherpersonwhattheyshoulddolisteningtotheotherpersonandshowingunderstandingunderstandingthedifferencebetweenempathyandsympathy

2.WhichofthefollowingisNOTempathy?Passingjudgement.Feelingwiththecustomer.Puttingoneselfinthecustomer’sshoes.Lookingatthingsfromthecustomer’sperspective.

Listening2Task2

Listenagainandfillintheblanks.?Tolistenandshowempathy?Tounderstandthedifferencebetweenempathyandsympathy?Empathymeansweputourselvesinanupsetcustomer’sshoesandhelpthemaswe3.

.?Sympathymeanswemightfeelbadforsomeone,butwemaynotunderstand4.

andjudgethemfromourperspective.Jane’ssolutionPeter’sproblemHavingtrouble1.

becausetheyarenotsatisfiedwith2.

.handlinghiscustomers/customers’complaintshisemailresponseswouldliketobehelpedwhytheyfeelthatway課程思政提示對話1為職場場景，對話2為校園場景兩則對話均圍繞：表達同理心表達同理心是從校園到職場溝通中的必備品質(zhì)，需設身處地為對方著想，積極表達同理心Vocabularyperspective/p??spekt?v/n.（看待問題的）角度sympathy/?s?mp?θi/n.同情Listening2(Script)Jane: Youdon’tlooksogood,Peter.AreyouOK?Peter: I’mveryfrustrated,Jane.Ihavesometroublehandlingmycustomers.Jane: Whatisit?Peter: Itseemsthattheyarenotsatisfiedwithmyemailresponses.Jane: Itotallyunderstandhowyoufeel.Thathappenedtomebeforetoo.Peter: Really?Thatmakesmefeelbetter.Jane: Here’swhataseniormanagertoldme.Successfulcommunicationstartswiththeabilityto listenandshowempathy.Peter: Empathy?Isthatthesamethingassympathy?Jane: Notquite.Empathymeansweputourselvesinanupsetcustomer’sshoesandhelpthemaswe wouldliketobehelped.