邮政英语4.ppt

Lead in Discuss the following questions according to the pictures given below Customer Service Customer Service Unit 4 如果你不能确定，明智的做法是在情况不明时假定顾客是无辜的。 如果你有权利就处理，没有就把它交给有权处理的人。如果是顾客的责任，要坚定而礼貌的让他承认，如果投诉是合理的，要代表邮政进行道歉。 投诉往往能突出弱点并帮助你追求卓越/力争优质服务。除非有人告诉你哪做的不好了，你才能够有所提高。 Para.1 Para.5 Para.6 Para.3 Para.4 Para.2 (4) If you are not sure, it’s wiser to give the benefit of the doubt to the customer. Deal with it if you have the authority. If not, pass it on only to the person who does have the authority. If the customer was at fault, get him to agree by being firm and polite. If the complaint is justified, apologize on behalf of the post. Complaints can often highlight weaknesses, and help you Strive for Excellence. You cannot improve, unless people tell you where you are going wrong. UNIT 4 Customer Service Reading 2 Reading 2 Read the above passage again, and translate the underlined sentences into Chinese. 8 偶尔这样的愤怒也足以让你生气和不安。 一定要向顾客解释你打算做什么，使他能够了解解决的方案。 有时我们抱怨，有时我们被抱怨。 如果你不能确定，明智的做法是在情况不明时假定顾客是无辜的。 Unit 4 Customer Service Complete the sentences with the following words, changing the form if necessary. 9 authority courteous highlight pertinent acknowledge detach 1. Australia Post is widely ________ internationally as a leading postal business. 2. The USPS has ________ a commemorative postmark to be issued in Oregon to help all state residents celebrate 150 years of statehood. 3. The mail service is after all a public service and it ________ the importance of the postal security. 4. The manager raised several ________ questions before promising to solve the problem. 5. Our drivers are living examples of the values we practice every day ——Excellence, ________, Integrity, Trustworthiness and Efficiency. 6. A qualified employee must be ________ when dealing with customers’ complaints. acknowledged authorized highlights pertinent courtesy detached UNIT 4 Customer Service Extended Practice 10 Make a phone call with your partner to comple