Part 6 Unit 4 CustomerService課件-【中職專用】高二英語同步課堂（高教版2021·基礎(chǔ)模塊3）

基礎(chǔ)模塊3Unit4CustomerService高等教育出版社CUSTOMEERSERVICECultureUnderstanding&GroupWorkLearningobjectivesTolearnsomebusinessetiquetteandcultureindifferentcountries.Tobeabletowriteacomplaintcaseanalysisreport.TofeelthegreatbusinessetiquetteandcultureinChina.KnowledgeobjectivesAbilityobjectivesEmotionalobjectivesCUSTOMERSERVICECONTENTS目錄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（談判）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.經(jīng)營；從事E.g:Idecidedtoconductanexperiment.

我決定做一個實驗。2.referencen.參照；參考E.g:Makenotesduringlecturesforreferencelateron.

聽講座的時候記些筆記以便今后參考。3.Languagepointanalysis:InChina,youareexpectedtobewellpreparedforbusinessmeetings.Forexample,youareexpectedtomakesuretohaveenoughcopiesofyourproposalreadyforhandingout.Smalltalkisconsideredparticularlyimportantatthebeginningofameeting.Lastbutnottheleast,beontimeforyourbusinessactivities.Beinglateisanoffence（冒犯）intheChinesebusinessculture.3.businessmeeting

商務(wù)會議E.g:IgotanimportantbusinessmeetingwithLisa.

我和Lisa有一個重要的生意要談。4.handout

分發(fā)E.g:Theyhadhandedoutleafletsinthestreet.

他們在街上已經(jīng)散發(fā)了傳單。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.

他們試圖搶在午夜截止期限之前完成。7.deadlinen.最后期限；截止日期E.g:ShehasjourneyedonhorsebackthroughAfricaandTurkey.

她騎馬旅行，穿過了非洲和土耳其。3.Languagepointanalysis:Anyattempttohurrytheprocessofnegotiation（談判）mayendtheprocess.DecisionmakinginTurkeycanbeslow.Bepreparedtomeetseveraltimesbeforetheactualbargaining（交易）ornegotiationstage.8.negotiationn.談判；協(xié)商E.g:Herewasarealbasisforbargaining.

這是達(dá)成協(xié)議的真正基礎(chǔ)。9.bargain

v.談判；講條件E.g:Positiveprogresshasbeenachievedduringthenegotiations.

談判取得了良好的進(jìn)展。3.Languagepointanalysis:Germanbusinesspeoplegreatlyvalueappointments,andsimplydroppingbyorcallingtodiscussabusinessmatterisregardedasrude.Filipinos

placeahighvalueontrustandbelievethatgoodthingscometothosewhopracticepatience.10.dropby順便來訪E.g:Iwanttodropbyhertomorrow.

我想明天順路去看看她。11.Filipinoadj.菲律賓的

n.菲律賓人E.g:TheFilipinokidisagenius.

這菲律賓小子是個天才。12.placeahighvalueon...

對...給予高度重視E.g:Parentsplaceahighvalueonthegrowthandeducationoftheirchildren.

父母高度重視孩子的成長和教育。GroupWork03PARTUnit4CustomerService1.Workingroups.Readthefollowingcomplaintsandwritedownthekeycontent.小組活動，閱讀下列投訴信，記錄主要內(nèi)容。Complaint1DearSir/Madame,TodayIamwritingtocomplainaboutthedelayeddeliveryofmyorder.IttakestendaysformyordertoarriveandIhavenothingtosellwhenthecustomerscomeasusual.Ihopeyoucanpayformyloss.Yoursfaithfully,JimSmithComplaint:

.Problems:

.Requestofthecustomer:

.1delayeddeliverypayforloss1.Workingroups.Readthefollowingcomplaintsandwritedownthekeycontent.小組活動，閱讀下列投訴信，記錄主要內(nèi)容。Complaint2DearSir/Madame,IamwritingtoexpressmyconcernaboutthepriceofthegoodsIorderedfromyourwebsite.WhenIgotmyorder,Ifoundthepriceonyourwebsitechangedfrom128yuanto98yuan.Idohopeyoucandosomethingaboutit.Ihopeyoucanfillthepricedifference.Yours,MaryFisherComplaint:

.Problems:

.Requestofthecustomer:

.2pricechangedfrom128yuanto98yuanfillthepricedifference1.Workingroups.Readthefollowingcomplaintsandwritedownthekeycontent.小組活動，閱讀下列投訴信，記錄主要內(nèi)容。Complaint3

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

.Problems:_____________________________________________________Requestofthecustomer:

.3thescreenofthemobilephonewasbrokenhavethephoneexchanged2.Workingroups.Analyzetheproblemsandgivepossiblesolutions.小組討論，每組選擇一個投訴案例進(jìn)行分析，然后匯總給出解決建議。Memo1 Memo2 Memo3ComplaintProblemsRequestofthecustomerCausesSuggestedsolutions1delayeddeliverypayforlossdeliverypayfortheloss2pricechangedfrom128yuanto98yuanfillthepricedifferencewayofpromotionfillthepricedifference3thescreenofthemobilephonewasbrokenhavethephoneexchangedviolentdeliverysendthemanewoneandgivethemadiscountforfutureorders3.Finishyourreportandshareinclass.小組完成報告，并在班級內(nèi)分享。DearManager,We’vereadthroughthecomplaints.Wethinkthemainproblemisour

.Soweareresponsibleforit.

thecustomerscomplainedabout