VETS 实用英语交际公众号【教学素材】栏目，整合资源赋能教学

2024-06-13 21:07:24 职场话题 0 72

整合资源，赋能教学。2022年，“VETS实用英语交际”公众号全新推出【教学素材】栏目，以“1+X实用英语交际职业技能等级证书指定教材”《职场实用英语交际教程》中的教学板块为依托职场社交视频，定期推送教学辅助素材，为教师提供丰富多元的教学资源，为学生搭建活泼生动的学习课堂。

每期教学素材包含三个部分：（1）课程导入：提供轻松有趣的视频或文字素材，引入单元教学主题，激发学生学习兴趣；（2）任务产出：提供和单元产出任务相近的视频或文字素材，进一步提升学生的语言能力和职业技能；（3）课后拓展：提供和单元主题相关的视频或文字素材，拓宽学生视野，有机融入思政元素，落实立德树人的根本目的。

公众号将按教学单元推送教学素材，同时在文末提供网盘链接供您下载使用。

《职场实用英语交际教程（中级）》

Unit 10 Process claims

★ 教学素材 ★

课程导入

素材介绍与使用

素材内容：回复顾客投诉是一门学问。得体有效地回复不仅不会伤害到商家和顾客之间的关系，反而可能会增加二者之间的粘性。本视频介绍了应对顾客投诉的一些原则。

使用建议：教师可在正式讲授本单元内容前，请学生观看视频，引起学生对本单元内容的兴趣，并引入单元主题。播放视频后职场社交视频，教师可请学生回答以下问题：

· Can you list some key words about how to deal with a customer complaint?

网站链接

任务产出

素材1

Dear Mr Harvey

On 31 May 2021, I purchased a Speedy Bean espresso machine from your store for $199.95 – serial number 2900555. The machine was advertised as being ‘on sale’. Please find copies of my receipt and the warranty attached.

I used the machine for two weeks with no problems. On 15 June 2021 the espresso pressure gauge stopped working. I checked the user manual and followed all the steps listed in the trouble-shooting guide, but nothing helped. The machine appears to be faulty and is now unfit for its purpose – that is, it no longer makes coffee.

I returned to your store with the machine on 17 June 2021 and asked Greg, your sales representative, if he could repair the machine, or replace it with a new item.

Greg inspected the machine and found it was irreparable. As it was a discontinued model and your store no longer had any in stock, Greg explained that I could upgrade to the Deluxe Bean espresso machine for an extra $50. I stated that I did not want to pay any extra, and that I wanted the coffee machine replaced with a machine of equal value, or my money refunded. Greg advised that he could not offer me anything, as the coffee machine was on sale and your store does not offer refunds on sale items.

I am within my rights to request a refund for a faulty product. I would like to return the coffee machine to your store for a full refund of the purchase price. I would appreciate this matter being resolved within the next 10 business days.

If I do not hear from you within 10 business days, I will forward my complaint to Consumer Affairs Victoria for further advice.

Please contact me by email at any time to discuss this letter.

Yours sincerely

Robert J Murphy

素材2

Dear Sir/Madam,

I am a regular customer of your company for the past 3 years. Today I am writing this letter to let you know that, I ordered some table wares from your company a few days back. I am very disappointed and shocked to have received the products in a damaged condition.

Yesterday, when I opened the package to check the items inside, I found all produces broken. Please note the order details, which I have attached with this email of complaint and help us to recover from this loss by refunding my money or giving me a replacement as soon as possible.

I have kept the goods in the same condition as I had received them. Your representative can check that while picking up the item.

Please contact with me very soon, if not I have to lodge a complaint against your company.

Hope you will help me very soon.

With regards,

Jessie Kong

素材3

Dear Sir/Madam,

I am writing this letter to request you to provide a full refund on the product that I bought from your online store. I purchased a hair dryer on 12 December, 2021 and paid a total amount of $50. The product was delivered to me on 21 December, 2021.

However, the product I received is defective and is not functioning properly. The specific problem with the product is that it works on just one speed setting while the product description specifies that the hairdryer can work on three different speed settings. Also, the product’s cold air setting is not functioning properly.

The terms and conditions on your website state that customers are entitled to a full refund for a defective product. I have attached the receipt that I got with the product for the complete order and payment details. Kindly initiate the refund process as soon as possible.

I hope to hear from you soon about the procedures for returning the product and receiving a refund.

Sincerely,

Simon Gomes

素材介绍与使用

素材内容：在日常生活中，顾客通常会通过邮件向公司售后部门就产品进行投诉，并提出索赔要求。因此，礼貌得体地回复顾客投诉邮件，同时维护公司形象和利益是售后人员的必备素养之一。上述三封邮件的内容是客户针对问题商品进行索赔。

使用建议：教师在完成教材中carrying out部分后，可引导学生在课堂上使用本素材练习，或作为课后练习，回复客户的索赔。

课后拓展

素材介绍与使用

素材内容：尽量满足客户所有需求是公司追求的目标之一。但很多时候，客户的需求可能并不合理，或者和公司的原则有所冲突。这就要求公司客服人员能够智慧地拒绝客户需求。视频介绍了如何礼貌地拒绝客户需求。

使用建议：教师可在完成extending后请学生观看，也可留作课后拓展作业请同学自行观看。学生观看视频后可回答以下问题：

· What lessons do you learn about rejecting customers’ needs politely?

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