Teacher’s Book for Unit 6
Unit 6 Handle customer complaints
哑谜Motivating
About the unit
Increasing customer satisfaction is a fundamental goal for any organisation. When a customer complains, he usually has made a purcha that does not meet his expectation—a product, rvice, or maybe a combination of the two. You should take care of the customer by listening to the complaint and resolving it with sincerity and experti. If you handle customer complaints successfully, you will better understand their needs, retain them as loyal customers, and enhance your business.
This unit mainly focus on writing an email in respon to a customer’s complaint. In “Inputting”, Ss will learn the content, the necessary words and expressions concerning the complaint made by the customer, as well as how to structure and write the respon email effectively, before they complete the task in “Outputting”. “Extending” will help Ss get more information about the feedback from the customer and get to know the extraordinary customer rvice of a company. After studying this unit, Ss
安稳的意思will be able to write a complaint respon email and understand the importance of customer rvice in building a successful business.
Teaching objectives
Upon completion of this unit, the T is expected to enable Ss to:
本子什么意思●list the words and expressions concerning complaint handling (Listening &
Reading: Form)
●note down specific information about a customer’s complaint (Listening
& Reading: Content)
●describe the structure of a complaint respon email (Structuring)
●list three key points about business email writing (Listening & Reading:
Content)
●write an email in respon to a customer complaint (Outputting)
Teaching suggestions
A production-oriented approach is suggested here. By adopting this approach, the
T needs to make clear the unit tting, the production task and the learning objectives in “Motivating”. With the content, language and structure learned in “Inputting”, the T can help Ss get prepared for the production task in “Outputting”. “Extending” is the final stage where a follow-up listening and reading are carried out.
Sections Tips
Motivating Period 1 (Warming-up)
• Prent the scenario of communication to Ss.
(Trying-out)
• Ask Ss to try out the communicative task.
• Help Ss reali their gap to complete the task and arou their interest in learning.
(Taking aim)
• Explain the learning objectives and the output task.
• Make sure Ss can distinguish between the communication and the language objectives.
• Make sure Ss are clear about the type and content of the output task.
Inputting Periods 1-3(Listening)
• Play the audio for Ss to listen to for the first time and to do Task 1 to get
a general idea of the whole story; check the answers and offer help to Ss
if necessary.
• Play the audio for Ss to listen to and to finish Task 2 to get further information about the complaint; check answers and offer help to Ss if necessary.
• Explain the Language Points (The T may explain the language points before the first listening).
• Explain the Cultural Point and the Business Point.油桃树
• Lead Ss to summari the language that can be ud to complete the output task.
(Reading)
• Guide Ss to read and understand the passage by finishing the two tasks of “Content” (Task 2 might be finished before Task 1 if necessary) to gather information about the customer’s complaint; check answers and provide assistance when necessary.
• Explain the Language Points, the Cultural Point and the Business Point and any part of the passage that might be necessary for Ss.
• Guide Ss to finish the three tasks of “Form” (some of the tasks such as Task 3 might also be finished flexibly while the language is being explained); check answers and provide assistance when necessary. • Lead Ss to note down more information of the customer’s complaint and collect more language structures that are uful for the output task. (Structuring)
• Explain the structure of a complaint respon email.
• Guide Ss to grasp the structure of a complaint respon email by finishing the Task; check answers and provide assistance when necessary.
• Make sure Ss have grasped the structure of a complaint respon email before moving to the next part of the unit.
春节放几天Outputting Period 4 • Describe the output task so that Ss are clear about each step of the task and relevant requirements of each step.
• Guide Ss to finish the output task step by step and carry out the lf-asssment.
• Asss Ss’ performance by working with them together (construct the asssment criteria with Ss in advance and make a timely asssment inside or outside the class according to the time available).
• Provide assistance when necessary.
Extending (outside class) (Listening & Reading)
• Assign Ss to finish the tasks and provide the channel through which Ss can check answers; provide assistance when necessary.
• If time permits, the T can also guide Ss to finish the tasks inside the class and roughly follow the procedures of “Listening” and “Reading” in “Inputting”.
Inputting
2.1 Listening
Language focus
1.I asked her to check whether the telephone line was connected, and then I
instructed her to follow the steps in the manual to nd the fax.
manual: n. a book which tells you how to do sth or how a piece of machinery
works说明书；使用手册
< He consulted the instruction manual when tting up the computer.
2.Three days pasd and the repairman didn’t show up.
show up: appear or become visible 出现；到场
< She showed up at the job interview in proper dress.
3.She was very upt and wrote a complaint email and insisted that the manager
of our department deal with it.
insist: v. to demand that sth happen or that sb agree to do sth 坚持
< They insisted that everyone should come to the party.
jianbihua
4.Plea forward the complaint email to me and I’ll take care of it.
take care of: to deal with all the necessary work, arrangements etc. 处理；照
看
< Her cretary took care of the details of the conference.
Reference answers有志者事竟成的意思
Task 1
3 5
4 2 1
Task 2
1.Fal complaining about the all-in-one printer
2.Fal still didn’t work
3.Fal She was very upt.
4.True insisted
5.Fal didn’t contact the customer
Scripts
Bill:Good morning, Linda.
Linda:Morning, Bill.
Bill:I need to write an email to the customer to handle her complaint.
Could you tell me exactly what the problem is?
Linda:Sure. Last Thursday, I got a call from a customer complaining about the all-in-one printer she had bought from our company. She said she
couldn’t nd a standard fax from the computer.
Bill:How did you deal with it over the phone?
Linda:At first, I asked her to check whether the telephone line was connected, and then I instructed her to follow the steps in the manual
to nd the fax.
Bill:And the printer still didn’t work?
Linda:No, it didn’t. So I told her that we would nd our repairman to her office within two days.
Bill: Then what happened?
Linda: Three days pasd and the repairman didn’t show up. She was very upt and wrote a compl
aint email and insisted that the manager of
our department deal with it.
Bill: Why didn’t the repairman show up?
Linda: I was just informed that he was riously ill that day and didn’t contact the customer in time.
Bill: I e. Plea forward the complaint email to me and I’ll take care of it.
Linda: OK.Thank you very much.
2.2 Reading
Language focus
1.I’m writing to you in regard to the poor performance of your printer and your
bad after-sales rvice.
in regard to: relating to a particular subject关于
生产活动
< The company’s position in regard to the dress code is made clear in the
employee handbook.
2.I made this purcha online.
purcha: n. the act of buying sth 购买
< Our intention is to increa purchas from local suppliers.
3.Unfortunately, the equipment has not worked properly since the installation
