大学英语基础模块第2版第三册UNIT4终稿课件.pptx

1、 Unit 4Ill have to have my cell phone replaced Listening and speakingReading and writingLanguage in useUnit taskLead-inLearners should be able to Unit4 Ill have to have my cell phone replaced2 1Complain and deal with complaints1 2Read about a letter of complaints2 3Write a letter of complaints1 4Wor

2、k out a memo on dealing with customers complaints.Lead-in Unit4 Ill have to have my cell phone replacedReading and writingLanguage in useUnit taskListening and speakingLead-in Unit4 Ill have to have my cell phone replacedReading and writingLanguage in useUnit taskListening and speakingLook and match

3、:Lead-in Unit4 Ill have to have my cell phone replacedReading and writingLanguage in useUnit taskListening and speakingListen and choose:1.What is wrong with the shirt?a.Its stained.b.There is a hole on it.c.It is the wrong size.d.It is the wrong color.2.How does the customer make a complain?a.Excus

4、e me,there is something wrong with the shirt.b.Im sorry to bother you,but could you help me change this shirt?c.Id like to have this shirt replaced.d.Im afraid I will have to have this shirt replaced.Unit4 Ill have to have my cell phone replacedLead inListening and speakingReading and writingLanguag

5、e in useUnit task Unit4 Ill have to have my cell phone replacedLead inListening and speakingReading and writingLanguage in useUnit taskListen and complete:Tim went to the shop to _.Name of the customerTim Item watch alarmProblem Something wrong with the alarm Something wrong with the belt of the wat

6、ch Other:_Time of Purchase this week last week other:_Solution replace refund other:_Customer signature _ Unit4 Ill have to have my cell phone replacedLead inListening and speakingReading and writingLanguage in useUnit taskListen and tick:Unit4 Ill have to have my cell phone replacedLead inListening

7、 and speakingReading and writingLanguage in useUnit taskListen,read and underline:Staff:Good morning!How can I help you,sir?Tim:Ill have to have my cell phone replaced.I bought this cell phone in your shop but there seems to be some problem with the battery.Staff:Whats the problem?Tim:The power of t

8、he cell phone cannot last for a whole day.Staff:Are you sure you have made a full charge for your cell phone?Tim:Yes.Staff:When did you buy this cell phone?Tim:I bought it three days ago and its still under guarantee.Im very disappointed at its quality.Staff:Im so sorry for the inconvenience we have

9、 caused you.Would you please show me your receipt so that I can take down some details?Tim:OK.Here you are.Staff:Well get this cell phone exchanged for you in no time.Tim:Thank you.Unit4 Ill have to have my cell phone replacedLead inListening and speakingReading and writingLanguage in useUnit taskLo

10、ok and talk:A:Ill have to have this.B:What is the problem?A:I bought this in your shop but.B:.Unit4 Ill have to have my cell phone replacedLead inListening and speakingReading and writingLanguage in useUnit taskAct and practice:You are a customer.The CD player you bought last week doesnt work very w

11、ell.The radio didnt work and the CD stopped working too.You would like a refund.You are the staff of the shop.Make sure you understand the problem,check the receipt and agree to give the customer a refund.Unit4 Ill have to have my cell phone replacedLead inListening and speakingReading and writingLa

12、nguage in useUnit taskEveryday English:Its not what you promised.这与你们承诺的不一致。这与你们承诺的不一致。How do you expect us to solve the problem?您希望如何解决呢？您希望如何解决呢？Can you provide.?您能提供您能提供.吗？吗？Contact us again if you have any other problems.如再有问题请与我们联系。如再有问题请与我们联系。Unit4 Ill have to have my cell phone replacedLead i

13、nListening and speakingReading and writingLanguage in useUnit task Unit4 Ill have to have my cell phone replacedLead inListening and speakingReading and writingLanguage in useUnit taskThe assembly line breaks down.Your goods are incorrectly produced.The customer complaints to you.Match and discuss()

14、()()What would you do in the following situations?Unit4 Ill have to have my cell phone replacedLead inListening and speakingReading and writingLanguage in useUnit taskTasks:1.Be bale to read a letter of complaints and find out what the problem is.2.Be able to write back to Mr.Thomas according to his

15、 complaint letter,using the language newly learned.Unit4 Ill have to have my cell phone replacedLead inListening and speakingReading and writingLanguage in useUnit taskKey words and expressions:传单传单预期、认为预期、认为减少、降低减少、降低耽误、延期耽误、延期沟通、交流沟通、交流不妥当地不妥当地找出解决问题的办法找出解决问题的办法生产线生产线坏了，出故障坏了，出故障签合同签合同决定决定安排安排1.Le

16、aflet2.Expect 3.Reduce4.Delay5.Communication6.incorrectly7.work out a solution8.assembly line9.break down10.sign a contract11.decide on12.arrange for Unit4 Ill have to have my cell phone replacedLead inListening and speakingReading and writingLanguage in useUnit taskDear Mr.Smith,I felt very sorry t

17、o read your letter of August 17 about the incorrectly produced leaflets.Since we have been partners for so long,I have already worked out a solution to this problem.Thomas R.SmithDrivers Co.3489 Green Ave.Olympia,WA 98502 Unit4 Ill have to have my cell phone replacedLead inListening and speakingRead

18、ing and writingLanguage in useUnit task First of all,I express my apology for the delayed production.The assembly line of our company broke down so that we couldnt finish it on time.As we have signed the contract,we will pay for your loss.Secondly,as for the incorrectly produced leaflets,I think the

19、re must have been a communication problem between us.We thought that you expected black and white leaflets.Were sorry for the mistake and well take all the incorrect leaflets back and produce full color copies for you immediately.Whats more,we will reduce the price by 10%.Unit4 Ill have to have my c

20、ell phone replacedLead inListening and speakingReading and writingLanguage in useUnit task You can decide on when and where to take the photos again.Our photographer will arrange for you to meet,wherever you want to.Sorry again for all the trouble.Hope there will be no more misunderstandings.Thank y

21、ou for your patience.Sincerely,Richard Brown Unit4 Ill have to have my cell phone replacedLead inListening and speakingReading and writingLanguage in useUnit taskRead and choose Making a complaint.Discussing a project with a business partner.Expressing gratitude.Dealing with customers complaint.What

22、 is the letter for?Section headerRead and completeProblemReasonSolutiondelay of productionincorrectly produced leafletsThe assembly line of thecompany broken down.Pay for Mr.Smiths loss.There was a communicationproblem.They thought Mr.Smith wanted black andWhite leaflets.Unit4 Ill have to have my ce

23、ll phone replacedTake the incorrectleaflets back and producethe full color leafletsimmediately.Reducethe price for Mr.Smith by10%.Unit4 Ill have to have my cell phone replacedLead inListening and speakingReading and writingLanguage in useUnit taskRead and discuss1)We were very disappointed to see th

24、e leaflets you produced for our company.2)We expected to get the leaflets on August 10,but you sent them to us on August 16.3)The color of the leaflets is not as beautiful as we agreed in the contract.4)We expected full color leaflets,but instead,we found black and white photos in the leaflets.5)The

25、 delay of 6 days has caused us a big loss.Lead inListening and speakingReading and writingLanguage in useUnit task Unit4 Ill have to have my cell phone replacedDiscuss and writemark shower leave reduce signpay price solution take complaintrefund make work contract asktake a shower leave a mark sign

26、a contract ask for a refund reduce the price work out a solution make a complaintLead inListening and speakingReading and writingLanguage in useUnit task Unit4 Ill have to have my cell phone replacedRead and completeJohn:Mr Green:John:Mr Green:John:decide on communication problem incorrectly produce

27、d reduce pay for your loss disappointed atHello.This is John speaking.Id like to talk to Mr Green.This is Green speaking.What can I do for you?Im afraid I have to say we are _ the products you sent to us yesterday.What is the problem?The products are _.We ordered 100 pink T-shirts this time,but you

28、sent us 150 red ones.disappointed withincorrectly producedLead inListening and speakingReading and writingLanguage in useUnit task Unit4 Ill have to have my cell phone replacedRead and completedecide on communication problem incorrectly produced reduce pay for your loss disappointed atIm terribly so

29、rry.I think there must be a _.Well take them back and _ the payment for you.Some customers have cancelled their order because of the delay of the product.Im sorry for that and according to the contract well _.Thats fine.Id like to know when I can get the T-shirts.You can _ when we send you the T-shi

30、rts.Mr.Green:John:Mr Green:John:Mr.Green:communication problemreducepay for your lossdecide on Unit4 Ill have to have my cell phone replacedLead inListening and speakingReading and writingLanguage in useUnit taskRead and underlineWords or Phrases in sequenceFirst of allSecondly Whats moreDear Sir,We

31、 are writing to inform you that the cameras we ordered on July 13 arrived in unsatisfactory condition.After examination,we found that 5 cameras were badly damaged,obviously because of the poor packing.Therefore,we cannot sell them at the normal price and suggest that you give us a 10%discount.If you

32、 cannot accept,Im afraid we shall have to return them for replacement.Hope you understand that we expect compensation for our damaged goods.Yours,Carl Thomas Unit4 Ill have to have my cell phone replacedRead and answer Read and answer Unit4 Ill have to have my cell phone replaced3.If you were the ma

33、nager,what would you do to avoid such inconvenience to customers in the future?1.What had happened to the cameras by the time they reached the customers?2.If you were the manager,would you agree to give a discount to the customers?Why or why not?The cameras were badly damaged.Yes,because the damage

34、caused by poor packing brought inconvenience to the customers.We may set up some regulations to avoid such similar problems.Unit4 Ill have to have my cell phone replacedLead inListening and speakingReading and writingLanguage in useUnit task Dear Mr.Thomas,I am very sorry to learn from your letter o

35、f August 15 that the cameras you ordered on July 13 were damaged during shipping.BB Bridge Ltd.132 Riverside Road London,England _,I express my apology for the inconvenience we caused you._,_ as you asked._,_ to avoid future inconvenience to customers.We regret your need to write to us,and we guaran

36、tee the safe delivery of your orders in future.Yours,John Barrett first of all secondlyWe agreed to give you a 10%discountWhats more we have invited the consultant to give some suggestions first of all secondly whats moreRead and complete Unit4 Ill have to have my cell phone replacedLead inListening

37、 and speakingReading and writingLanguage in useUnit taskSummaryHow to deal with customers complaint1.Find out what the problem is and the reason.2.Apologize for the problem.3.Try to fix the problem.Unit4 Ill have to have my cell phone replacedLead inListening and speakingReading and writingLanguage

38、in useUnit task Unit4 Ill have to have my cell phone replacedLead inListening and speakingReading and writingLanguage in useUnit taskSummary（二）（二）Words or Phrases in sequenceWords or Phrases for reasonWords or Phrases for purposefirst of allsecondly whats morebecausesinceasso that 1.Ill have to have

39、 my watch fixed because there is something wrong with the alarm.2.Would you please show me your receipt so that I can take down some details?3.Since we have been partners for so long,I have found a solution to this problem.4.The assembly line of our company broke down so that we couldnt finish it on

40、 time.5.As we have signed the contract,we will pay for your loss.Read and focus on the bold parts Unit4 Ill have to have my cell phone replaced 1.I attended an English course so that I could improve my speaking.2.He looked tired and sleepy because he stayed up very late last night.3.Since you are fr

41、ee this afternoon,would you like to go with us?4.Would you please show me your receipt so that I can take down some details.5.As the bus is coming,lets hurry.Underline and group Unit4 Ill have to have my cell phone replacedWords or Phrases for PurposeWords or Phrases for ReasonSo thatbecausesinceas

42、Read and combine Unit4 Ill have to have my cell phone replacedJane is very confident about getting this job.She has a lot of work experience.As she has a lot of work experience,Jane is very confident about getting the job.1.Everybody stayed under the tree.It was very hot last night.As it was very ho

43、t last night,everybody stayed under the tree.Read and combine Unit4 Ill have to have my cell phone replaced4.They all passed the exam.They would get the certificate.2.The boy couldnt draw money from the ATM.He forgot the pin.3.Nobody wants to be his partner.He often delays his work.The boy couldnt d

44、raw money from the ATM because he forgot the pin.Since he often delays his work,nobody wants to be his partner.They all passed the exam so that they would get the certificate.Read and match Unit4 Ill have to have my cell phone replaced21341.David could listen to his favorite music with his new MP4.2

45、.There was something wrong with the MP4 he bought yesterday.3.she would have to go to the second floor to get a new one for David.4.She could make a record for the change.Read and complete Unit4 Ill have to have my cell phone replaced1.David could listen to his favorite music with his new MP4.2.Ther

46、e was something wrong with the MP4 he bought yesterday.3.She would have to go to the second floor to get a new one for David.4.She could make a record for the change.David went to the bookstore today _ He told the staff the MP4 player did not work well and it had to be changed.The staff checked the

47、MP4 player and asked him to show his receipt _ Then she asked David to wait for a moment _ several minutes later the staff came back and David got a new MP4 player.David was very happy_ because there was something wrong with the MP4 he bought yesterday.so that she could make a record of the change.a

48、s she could have to go to the second floor to get a new one for David.because he could listen to his favorite music with his new MP4.because since as so that Unit4 Ill have to have my cell phone replacedLead inListening and speakingLanguage in useUnit taskReading and writing Unit4 Ill have to have m

49、y cell phone replacedLead inListening and speakingLanguage in useUnit taskReading and writingTasks:1.Describe the pictures using linking words for purpose and reason as well as the given phrases.2.Work out a memo on dealing with the complaint.3.Present your group memos in class.You are asked to work

50、 in groups of four and complete the following tasks:123 Look and tell Unit4 Ill have to have my cell phone replacedLead inListening and speakingReading and writingLanguage in useUnit task Unit4 Ill have to have my cell phone replacedLook and discussDiscuss the working procedure of dealing with custo