教学单元教案设计教学反思
Unit 10 Customer Service of Cross-Border E-Commerce
Unit Objectives:
• Learn about customer service procedures.
• Learn about the problems usually complained and how to deal with them.
• Learn about the returning and refunding policies.
Key points:
• the concept of customer service and its related words and expressions
• customer service procedures ; common complaints ; the returning and refunding
policies
• the speaking and reading exercises
Difficult points:
• methods of dealing with common complaints ; the returning and refunding policies
• the listening sentences and their practices
Teaching methods:
• TBLT method (TBLT: Task-based Language Teaching)
• cooperative learning method
Teaching means:
• multimedia is given priority to and supplemented by a small amount of blackboard
teaching
• Warming-up
1) Get to know some expressions related with customer service.
2) Learn some words and expressions and write down their Chinese meanings.
• Listening
Listen to the sentences of each part.
• Speaking
Practice and finish the exercises in the speaking section of each part.
• Reading
Key points: 1) Get to know customer service procedures.
2) Get to know types of complaints that lead to Amazon suspension.
3) Get to know how to promote a return policy customers love.
• Homework
1) Finish the exercises after the reading sections.
2) Go through the supplementary materials and finish the exercises.