商务英语听说教程下unit1 Customer Service演示教学.pptxVIP

商务英语听说教程 下 主讲人：ContentsUnit 1 Customer ServiceUnit 2 PromotionUnit 3 Trade FairUnit 4 Trade NegotiationUnit 5 Quality,Quantity and PackagingUnit 6 PaymentUnit 7 TransportationUnit 8 InsuranceUnit 9 Disputes and ClaimUnit 10 Trade FormsUnit 1 Customer ServicePre-listeningListening Part A Part B Further Practice ActivitiesPre-listeninggood attitude after sales refund replacementcustomer service satisfactory questionnaire Do they have a good attitude when answering the phone? 1: Will the customer be satisfactory with the after sales service?2: 3:How can customer service be outstanding?Part A - Task 1 ConversationListening C:Excuse me.S:Yes.Madam.What can I do for you?C:I would like to return this coat. Can I get refunds?S:Sure, .We are always here to serve you. Could you please tell me the reason why you want to return it? ?C:No,no.It was just the wrong size.S: OK. Would you be interested in rather than a refund? We have for you.C:No.Thanks.I would like a refund.S:Certainly. ?C:Yes.It’s right here.S:OK.Please sign here. Just a minute and here is your refunds. Is there anything else I can help you with?C:No.Thank you. Bye!S:Bye!Have a nice day!refunds are allowedIs there any problem with our product or service an exchangethe appropriate sizeMay I have your receipt, pleasePart A - Task 3 Follow-upMake a conversation in pairs, following the pattern of conversations in Task 1 and Task 2 with the help of the following situation. You may use the sentences or expressions above.Setting: on the phone Participants: A:a customer service representative of Samsung B:Mr.Brown,a customer Event: Mr.Brown bought a cell phone from Samsung but it is malfunctioning. He is calling the Customer Service of Samsung for a solution. Student A should ask for the information of the cell phone (phone model, date of purchasing, etc) and provide a solution. Student B should think about some possible reasons that can lead to malfunction and decide whether to get a ref