职场实用英语交际教程（初级）——Unit 4.pptx

;Learningobjectives;UnitOutline;Scenario;Whatcommonproblemsmightcustomershave?

slowspeed;shortbatterylife…

Couldyousuggestsomesolutionsfortheseproblems?Ifso,what?

updatethesystem;don’tusethedigitaldeviceswhentheyarecharged…

;

Whatinformationdoweneedtogetfromcustomers?

customers’personalinformation;detailsabouttheproducts…

Howdowecommunicatewithcustomerspolitelyandappropriately?

listentotheircomplaintpatiently;respondquickly…

;Vocabulary

1.NickBrown,anewtechnicianinthecompany,isresponsibleforrespondingtocustomers’technicalenquiries.

enquiry/?n?kwa??ri/n.询问

e.g.Thankyouforyourenquiryforourproducts.

感谢您对我们的产品进行咨询。

2.Oneday,hereceivesacallfromWangYue,acustomercareadviser.

adviser/?d?va?z?/n.顾问

e.g.Iworkedasalegaladviserforthiscompanylastyear.

我去年是这家公司的法律顾问。;Vocabulary

3.WangYuepassestwocustomers’enquiriesontoNickandaskshimtoreplytotheirquestions.

passsthontosb把某物传给某人

e.g.Couldyoupleasepassthebookontome?

您可以把那本书递给我吗？

;Languagetip

answer,reply和respond均有“回答，回应”之意，但具体含义有所区别：

⊙answer多用于日常交际，意为回答、答复他人的询问；

⊙reply侧重指经过考虑的较正式答复；

⊙respond较为正式，指以口头或书面形式作答，还可用于对所说的或所做的作出反应。;Setthetask;职场实用英语交际教程（初级）——Unit4;职场实用英语交际教程（初级）——Unit4;Understandthetext;Understandthetext;Vocabulary

1.They’rehavingsometechnicalproblemswiththeirsmartphones,butI’mnotsurehowtodealwiththeirproblems.

dealwith处理

e.g.Hehassomeunfinishedbusinesstodealwith.

他还要处理一些尚未了结的事务。

;Vocabulary

2.MrBrown,saidthebatteryofhisphoneisdrainingveryquicklyandhasashortstandbytime.

battery/b?t?ri/n.电池

e.g.Beforeuse,thebatterymustbecharged.

使用前电池必须充电。

drain/dre?n/v.耗尽；流干

e.g.PreparingfortheCollegeEntranceExaminationforawholeyearcandrainmanystudentsoftheirenergy.

备战高考一年会让许多学生觉得精疲力尽。;Vocabulary

3.MrBrown,saidthebatteryofhisphoneisdrainingveryquicklyandhasash