(精选)实用商务英语听说第二册Unit 15 Customer satisfaction课件.ppt

Unit 15;Teaching Aims;Warm-up;Warm-up;Part II Listening for gist;Task One Directions: Listen to the following dialogue and then fill in the charts. ;Task Two Directions: In this part, you will hear Miss Wang, complaining about an over-charged bill. Listen to the dialogue and decide whether the following statements are true or false. 1. Miss Wang has to pay 800 yuan for her stay in the hotel. (F) 2. The brochure of the advertisement mentions the rate is based on a double holiday package. (F) 3. Miss Wang brings the evidence to show the rated charged by the hotel is unreasonable. (T) 4. Miss Wang and the manager finally meet half way, and the manager agrees to give her a 50% discount. (F) 5. Eventually, Miss Wang pays 720 yuan for her stay in the hotel. (T);Task Three Directions: In this part, you will hear five recordings about how to deal with complaints about goods. For each recording, decide what action the speaker is recommending. ;Part III Listening for specific information;Task One Directions: In this task, you will hear a commendation letter. Filling in the blanks according to what you hear. considerate characteristics course. high quality warmhearted hesitation. prosperous;Task Two Directions: Five people explain why they bought one of the products. Listen and decide what products they bought and the main reason for each purchase. ;Task Three Directions: In this task, you will hear a passage about the importance of customer satisfaction survey and fill in the blanks according to what you hear. benefits decision-makers executives monitor marketplace needs and more.;Part IV Speaking focus;Summary