售后服务英语.ppt
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《国际接待与应用英语》课件——Check-out Service 退房服务
Unit Five Check-out Service
01
Learning Objectives
06
VOCABULARY
02
Position Description
07
USEFUL SENTENCES
03
Discussion
08
Dialogue
04
Task List
09
Exercise & Practice
02
Position Description
Guest will check out at the end of his/her stay, and the guest should return the room key and settle his/her bill before leaving the hotel. Nowadays, most hotel bills are computerized and the procedure will be accomplished very quickly and smoothly. Before billing the guest, cashier should print out the bill to make the guest verify the charges. The guest usually has paid a reservation deposit. In this case, the cashier should take the amount of his /her deposit out of the bill. For some business travelers who will leave hotel very early to catch the flight, or some guests leave the hotel in a hurry, they will choose Express Check-out Service. After settling the bill, the bellman should help the guest with the luggage and arrange the transportation for the guest.
《饭店服务英语》课件——模块二 客房服务中心
Room Center Serviu give the answers to them ?
1. What do you think a hotel should provide to the guest? 2. Why are entertainment facilities important for a hotel? 3. If you are in charge of the improvement of the
Ⅵ. Translation
1) 我打电话来是想问问你能不能帮个忙。 2) 如果前台允许的话，我们会为你加一张床的。 3) 您的黑色衬衣掉了一颗扣子，我会帮您缝上的。 4) 我们提供快速洗衣服务，不过需要加收50%的费用。 5) 我们马上派人把快速洗衣单送过去。
Check up
1. I am calling to ask if you could do me a favor? 2. I’ll get you an extra bed with their permission. 3. There is one button missing on your black shirt, I will help you
加急服务程序
Ⅰ. 词汇
juice [dʒu:s] n. 果汁 mineral ['minərəl] a. 矿物的 mini-bar ['mini- bɑ:] n. 小冰箱 send [send] vt. 派 fast [fɑ:st] a. 快速的 dry-cleaned [drai- kli:nd] vt. 干洗 iron ['aiən] n. 铁，熨斗v. 熨，烫衣服vt. 熨烫 button ['bʌtn] n. 钮扣 mend [mend] v. 修补 deliver [di'livə] v. 递送，交付 emergency [i'mə:dʒnsi] a. 紧急的 express [iks'pres] n. 快递
跨境电子商务英语 Unit 1 课件
Listening Listen to the following sentences and fill in the blanks. （1）In this chapter, we explore CBEC (short for cross-border e-commerce) as a new driver of international trade. （2）In recent years, the rapid growth of cross-border e-commerce has accelerated
目录
CONTENTS
The Concept of CrossBorder ECommerce
1
The Differences between
Traditional Foreign Trade and
Cross-Border ECommerce
2
The Current Situation of Cross-Border E-Commerce
电商平台的真实账号
Part 1 The Concept of Cross-Border E-Commerce
Speaking A and B are classmates. They are discussing about their understanding of crossbroder ecommerce. Please try to role play the following dialogue, especially pay attention to the underlined parts.
in China
3
The Concept of CrossBorder ECommerce
目录
CONTENTS
The Concept of CrossBorder ECommerce
1
The Differences between
Traditional Foreign Trade and
Cross-Border ECommerce
2
The Current Situation of Cross-Border E-Commerce
电商平台的真实账号
Part 1 The Concept of Cross-Border E-Commerce
Speaking A and B are classmates. They are discussing about their understanding of crossbroder ecommerce. Please try to role play the following dialogue, especially pay attention to the underlined parts.
in China
3
The Concept of CrossBorder ECommerce
外研社2024新标准职业英语综合教程2教学课件Unit_4_.pptx__Unit_4
⑬ Peter realised his problem. With practice, he got the hang of it. To his surprise, he not only started to receive more thank-you replies, but he also got promoted to be the head of the team soon afterwards.
Background information about Peter
His main job is to 1. respond to customer emails.
He started this job 2. three years
ago.
The beginning It was a total mess.
Text
Vocabulary
Understanding ideas
Developing skills
Using language
译文
① “If only I had known that empathy was going to work so well with customers, I would’ve started using it a long time ago,” Peter told his new colleague at coffee corner.
• write a response email to customer complaints.
Learning Context
Communicative scenario
As a sales support specialist, your job is to respond to overseas customers’ concerns and complaints via email. Yesterday, you received an email from an online buyer, Sofia. She complained that she did not receive the birthday gift she had bought for her son from your company. You are going to write a response email. In this email, you will first show your understanding of her situation and then provre him
Background information about Peter
His main job is to 1. respond to customer emails.
He started this job 2. three years
ago.
The beginning It was a total mess.
Text
Vocabulary
Understanding ideas
Developing skills
Using language
译文
① “If only I had known that empathy was going to work so well with customers, I would’ve started using it a long time ago,” Peter told his new colleague at coffee corner.
• write a response email to customer complaints.
Learning Context
Communicative scenario
As a sales support specialist, your job is to respond to overseas customers’ concerns and complaints via email. Yesterday, you received an email from an online buyer, Sofia. She complained that she did not receive the birthday gift she had bought for her son from your company. You are going to write a response email. In this email, you will first show your understanding of her situation and then provre him
顾客服务英文PPT课件
第11页/共20页
02 Product
产品介绍
Haidilao has always uphold "green, health, nutrition, special" banner,
Haidilaodedicated to hot technology development and research, in the succession of Sichuan, Chongqing and food culture the original "Ma, spicy, fresh, fragrant, tender, crisp," and so on.
第5页/共20页
SERVQUAL 量表
Tangibility
有形性
Reliability
可靠性
service quality
Responsiveness
响应性
Empathy
移情性
Assurance (trust)保证性
第6页/共20页
• Tangibility有形性 (以实体代表服务) appearance of service place and the image of the service personnel . • Reliability可靠性(传递承诺) Ability to perform promised service in a reliable way. accuracy of billing, meeting promised delivery dates. • Responsiveness响应性(乐意帮忙): willing to help customers and provide rapid service.
02 Product
产品介绍
Haidilao has always uphold "green, health, nutrition, special" banner,
Haidilaodedicated to hot technology development and research, in the succession of Sichuan, Chongqing and food culture the original "Ma, spicy, fresh, fragrant, tender, crisp," and so on.
第5页/共20页
SERVQUAL 量表
Tangibility
有形性
Reliability
可靠性
service quality
Responsiveness
响应性
Empathy
移情性
Assurance (trust)保证性
第6页/共20页
• Tangibility有形性 (以实体代表服务) appearance of service place and the image of the service personnel . • Reliability可靠性(传递承诺) Ability to perform promised service in a reliable way. accuracy of billing, meeting promised delivery dates. • Responsiveness响应性(乐意帮忙): willing to help customers and provide rapid service.
服务行业英语口语培训PPT
2024/8/17
19
Unit 3 Booking a Hotel Room 预订酒店房间
Key Words (关键词汇) hotel / hEu´tel / n.旅馆 clerk / kla：k/ n.职员 customer / ´kQstEmE / n.顾客 date / deit / n.日期 last name 姓 reserve / rizE：v / v.预订 separate /´sepErit / a.单独/分开的 shower / ´∫auE / n.淋浴 pension / ‘pen∫En / n.伙食 I nclusive / in´klu：siv / a.包括的 check / t∫ek / n.支票 deposit / di´pCzit / n.定金
这儿离机场多远？ T：It′s about an hour′s drive .
开车大约1小时的路程。 P：I need to get there before eight . Can we make it ?
我得在8点前到机场。我们能赶到吗？ T：I can′t promise , but I′ll do my best .
3．Which counter should I go for checking in ? 我到哪个柜台办理登机手续？
4．Can I see your ID , please ? 请您出示身份证件。
5．What time will boarding start ? 什么时候可以登机？
2024/8/17
H：Certainly ,Two separate rooms with shower and bath .Full pension. 当然可以，两间独立的房间，带有淋浴和浴缸。伙食全包。
服务外包英语课件Unit6DealingwithCustomers
Key Words and Expressions
Listening Task: Listen to an excerpt about how to manage outsourcing relationship and answer the following questions according to what you’ve heard.
Dialogue Two : Ending a Business Relationship
switch: v. to replace one thing with another, or exchange things更换，转移 Example： 1）We’ve switched the meeting from Tuesday to Thursday. 我们已经把会议时间从星期四改到星期五了。 2）Foreign investors are switching their focus from local shares to stakes in local companies. 外国投资商开始把注意力从原来的本地股票转移到了本地公司的股份。
Starting up
Exchange your ideas with classmates about what are the best ways in handling complaints over email. For example,
Task Two
Begin your email with “Thank you.” Explain why or how the problem happened. Offer compensation if applicable.
Excerpt Script
Listening Task: Listen to an excerpt about how to manage outsourcing relationship and answer the following questions according to what you’ve heard.
Dialogue Two : Ending a Business Relationship
switch: v. to replace one thing with another, or exchange things更换，转移 Example： 1）We’ve switched the meeting from Tuesday to Thursday. 我们已经把会议时间从星期四改到星期五了。 2）Foreign investors are switching their focus from local shares to stakes in local companies. 外国投资商开始把注意力从原来的本地股票转移到了本地公司的股份。
Starting up
Exchange your ideas with classmates about what are the best ways in handling complaints over email. For example,
Task Two
Begin your email with “Thank you.” Explain why or how the problem happened. Offer compensation if applicable.
Excerpt Script
商务英语1000必备单词 Unit 13 ：After-sales Service 售后服务
商务英语1000必备单词 Unit 13 ：After-sales Service 售后服务学习英语中词汇是一个基本的入门，针对不同阶段的人群，需要学习词汇也是不同的，而在商务交往中对于词汇量有着更高的要求，那么关于商务交往中关于售后服务都有必备的哪些词汇呢 ?以下是小编给大家整理的商务英语1000必备单词 Unit 13 After-sales Service 售后服务，希望可以帮到大家Unit 13 After-sales Service第13单元售后服务after-sales serviceFreedom Group is known for their quality products and after-sales service.售后服务弗瑞登集团以产品品质与售后服务而闻名。
assembleThe bookshelves are easy to assemble.聚集;组装这些书架很容易组装。
customer satisfactionOur customer satisfaction scores are among the best in the industry.客户满意(度)我们的客服满意度在业界名列前茅。
customer service hotlineFor any queries, please call our customer service hotline at 0800080123.客服热线如需任何查询，请打我们的客服热线0800080123。
defer paymentCan I defer payment?延后付款我可以延后付款吗?deliveryI'm just calling to see if the delivery of your Cambridge Sofa went OK.递送我只是打来看看您的剑桥沙发是不是顺利送过去了。
installationThe installation of a new heating system will take two weeks.安装新暖气系统的安装需要两个星期。
英语服务用语PPT课件
语 请熄灭您的香烟，谢谢您的合作/支持！
2021/3/9
授课：XXX
5
购 物
Please take your time! 随便看看吧
中
服 务
What can I do for you? May/ Can I help you? 我能为你做什么？/需要帮忙吧？
用
语 How about this one? 这个怎么样？
语
请再次光临
I hope you enjoy your stay.
希望你对我们的服务满意。
2021/3/9
授课：XXX
9
收 款 服 务 用 语
2021/3/9
Will this be charge or cash?
I am a cashier.
刷卡还是现金？我付现金。
Please keep your turn!
不用谢，这是我们应该做的。
2021/3/9
授课：XXX
12
刚才的发言，如 有不当之处请多指
正。谢谢大家！
2021/3/9
13
Thank you very much.
非常感谢。
Not at all.
别客气
授课：XXX
11
That is all right.
没什么
Never mind.
附
没关系。
件
It was the least I can do.
这是我应该做的。
No thanks, this is what we should do.
服
欢迎光临我们专柜。
务 Good morning/ afternoon/evening,
用
售后服务英文版
• (2) If the client address, product model or malfunction symptoms is incorrect, we should reconfirm, according to the confirmed address, model or symptoms onsite service.
• （一）
• Firstly we must identify and ensure that user information is accurate. User information include:users’ name, address, telephone number ，product type, purchase date, failure phenomena, users’ requirements and so on.
• （二）
• (1) The failure phenomenon based on the user analysis. The information may reflect the cause of the malfunction（故障）, maintenance（维修） measures and the necessary spare parts（备件）。
• If the information is not detailed, such as the address is unknown, the phone number is wrong, no model number, no purchase date, the symptoms is unknown. Then ask the member with the dispatching or scheduling information to verify. If you can not verify the information, then ask the user to verify directly.
• （一）
• Firstly we must identify and ensure that user information is accurate. User information include:users’ name, address, telephone number ，product type, purchase date, failure phenomena, users’ requirements and so on.
• （二）
• (1) The failure phenomenon based on the user analysis. The information may reflect the cause of the malfunction（故障）, maintenance（维修） measures and the necessary spare parts（备件）。
• If the information is not detailed, such as the address is unknown, the phone number is wrong, no model number, no purchase date, the symptoms is unknown. Then ask the member with the dispatching or scheduling information to verify. If you can not verify the information, then ask the user to verify directly.