Handle Customer's Complaints
Please watch the video clip, try to figure out how to do a career plan, and t what are the steps of career planning.
1
【简答题】
According to this video clip, what arethe steps of handling customer’s complaints?
Please listen to the video clip and learn the following words with the help of your dictionary. 查字典，学单词。
New words:
1. upset /ʌpˈset/ adj. 难过的
2. refund /riːˈfʌnd/ n. 退款
3. immediately /ɪˈmiːdiətli/ adv. 立即，立刻
4. inconvenience /ˌɪnkənˈviːnjəns/ n. 不便
Phrases
shut down 关闭
take down 记下……
apologize for 为……道歉
口语练习：
请同学们在讯飞口语训练系统进行单词跟读练习并上传自己的录音，系统会给大家的录音纠正并打分哦！
Text
Lin Huahua, a shop assistant fromABC Cellphone Store, gets a complaint from a customer. Now she is dealingwith this matter.
Lin Huahua: Good morning. Welcome to ABC Cellphone Store. Whatcan I do for you?
Customer: I want to see your manager!
Lin Huahua: I am so sorry. The manager is not available at themoment. Can you tell me what’s the matter?
Customer: Tell you? Are you kidding? What kind of decisioncan you make for me?
Lin Huahua: Calm down please. I understand that you are upset.But may I know what the problem is?
Customer: I can’t stand the cellphone from your store. I justbought it a week ago and it can’t be turned on properly right now. I’m verydisappointed.
Lin Huahua: I’m so sorry. Let’s see what we can do to make thisright. Would you like a refund?
Customer: No, I’d rather have it replaced.
Lin Huahua: OK, well, I’ll just take down your purchasingdetails and we’ll get this cellphone exchanged for you immediately.
Customer: Thank you. Goodbye.
Lin Huahua: Once again, we do apologize for the inconvenience.Goodbye.
Summary
译文：
林华华：早上好。欢迎来到ABC手机店。有什么可以为您效劳的吗？
顾客：我想见你们的经理！
林华华：非常抱歉。经理目前不在。您能告诉我发生了什么事吗？
顾客：告诉你？你在开玩笑吗？你能为我做出什么决定？
林华华：请冷静下来。我理解您很不开心。但我能知道问题出在哪里吗？
顾客：我受不了你们店里的手机。我才在一周前买的，现在无法正常开机。我非常失望。
林华华：非常抱歉。我们来看看怎么解决这个问题。您想要退款吗？
顾客：不，我宁愿换新的。
林华华：好的，那我就记录一下您的购买信息，我们会立即为您更换这台手机。
顾客：谢谢你。再见。
Dear classmates,watching the following video will help all of you to better handle customer complaints in English!(同学们，观看以下视频有助于大家更好地使用英文处理客户投诉哦！)
Please finish the test.
1. Where does thisconversation take place?【单选题】
A. ABC Cellphone Store
B. A shopping mall
C. A hotel
2. What did the customercomplain about? 【单选题】
A. She complained about the computer she bought a week ago.
B. She complained about the cellphpne she bought a week ago.
C. She complained about the cellphpne he bought a month ago.
3. How will Lin Huahua finallydeal with the cellphone?【单选题】
A. She'll give her a refund.
B. She won't do anything.
C. She’ll get this cellphone exchanged immediately.
Assignments
1. Work in pairs. One is the receptionist from After-Sales Department, andthe other is the customer. Make a dialogue about dealing with customer‘s complaints.
2. Finish the exercise on the cloudclass.
请同学们就以下内容进行思考：
习近平总书记在2017年9月15日致第二届中国质量（上海）大会的贺信中说，“今天，中国高度重视质量建设，不断提高产品和服务质量，努力为世界提供更加优良的中国产品，中国服务。”要给世界提供更加优良的中国产品及中国服务，我们应该怎么做？
参考答案：
1、重视产品和服务的社会责任，以及企业应该秉持的道德和伦理原则。
2.培养创新思维和创业精神，培养对于产品和服务的改进和创新能力。同时，思考创新与社会进步、可持续发展之间的关系。
3. 关注社会问题和可持续发展，如社会问题，如环境保护、消费者权益、贫困等，并探讨企业在这些问题上的角色和责任。学习产品和服务如何与社会可持续发展相结合。
4. 培养责任感和公民意识。思考自己作为消费者和公民的责任，认识到自己的行为对于产品和服务的发展和社会的影响，反思自己的消费行为和社会责任。
5. 探索中国特色的产品与服务。了解和研究具有中国特色的产品与服务，如传统手工艺品、地方特产等。深入探讨中国文化和创新与传统之间的融合，培养对于本土产品和服务的认同和保护意识。
