外研社2024新标准职业英语综合教程2教学课件Unit_4_.pptxVIP

新标准职业英语综合教程2Unit4After-salesServiceUnitobjectives1Learningcontext2SectionI3SectionII4Self-assessment5UnitobjectivesInthisunit,youwilllearnto:putyourselfinthecustomer’spositionwhenhandlingtheircomplaints;writearesponseemailtocustomercomplaints.课程思政提示专设育人目标，凸显：换位思维和同理心的重要性妥善处理客户投诉的原则：设身处地为客户着想LearningContextCommunicativescenarioAsasalessupportspecialist,yourjobistorespondtooverseascustomers’concernsandcomplaintsviaemail.Yesterday,youreceivedanemailfromanonlinebuyer,Sofia.Shecomplainedthatshedidnotreceivethebirthdaygiftshehadboughtforhersonfromyourcompany.Youaregoingtowritearesponseemail.Inthisemail,youwillfirstshowyourunderstandingofhersituationandthenprovidesolutions.课程思政提示单元主题：售后服务真实职场任务：客服专员充分理解客户处境妥善处理客户投诉LearningContextDiscoveringyourneedsHere’sthecomplaintemailfromSofia.Supposeyoureceiveanemaillikethis.Discussthefollowingquestionswithyourpartner.?HowareyougoingtoshowyourunderstandingofSofia’ssituation??Whatshouldbeincludedinyourresponseemaildealingwithafter-salesissues?HintsHintsDearSir/Madam,IboughtatoyformysonforhisbirthdayTWOweeksagofromyourcompany.Istillhaven’treceivedityet.Hisbirthdayiscoming.Mysonforsurewon’tbehappyifhedoesn’tgetagiftonthisspecialday.Iwouldbedisappointedtoo.Ihopeyouwillsolvethisproblemsoon.Yourssincerely,SofiaBrookLearningContextDiscoveringyourneedsHowareyougoingtoshowyourunderstandingofSofia’ssituation?Weneedtolookatthingsfromcustomers’perspectives.Wecanapologisefirstandtellthemweunderstandhowtheyfeelandwhytheyfeelthatway.Inthisunit,wewilllearnhowtoempathisewiththecustomer.Whatshouldbeincludedinyourresponseemaildealingwithafter-salesissues?Canyourecallsomeofthebasiccomponentsofemails?Howisacomplaintresponseemaildifferentfromotheremails?Inthisunit,wew