軌道交通服務(wù)英語（視聽說智媒體版）Unit10CustomerServiceUnit10CustomerService

UnitObjectives:Inthisunit,youwilllearnto:1.Mastertheusefulwordsandexpressionsaboutcomplaints;

2.Mastertheusefulwordsandexpressionsaboutlostandfound;3.Masterthescheduleofdealingwithcomplaints,lostandfound.

CareerSkillDescriptionUnit10CustomerServicePartI

WarmingupTask1Matchthewordswith

thecorrecttranslations

(1)___b___(2)___d___(3)___e___

(4)___c___(5)___f___(6)___a___ColumnA

1.bedsidelamp2.closedcircuitTVsystem3.air-conditioning4.briefcase5.passenger’scomments6.escalatorColumnBa.電梯b.床頭燈c．公文包d．閉路電視e．空調(diào)f．旅客意見簿Unit10CustomerServiceTask2PairworkPartI

Warmingup1.Discusswithyourpartneraboutyourownexperienceoflookingforyourlostbelongingsinthetrainorsubway.2.Doyouknowhowtomakeyourcomplaintifyouarenotsatisfiedwiththeserviceinthetrainorsubway?Unit10CustomerServicePartII

ReadingMaterialsconflictn.沖突；戰(zhàn)斗；矛盾；斗爭solutionn.解決；答案complainvi.埋怨；投訴definiteadj.明確的；一定的proceduren.程序，手續(xù)；步驟compensationn.補(bǔ)償；報酬；賠償sincerelyadv.真誠地；誠懇地NewWordsandPhrasessympathyn.同情；同情心；同感apologyn.道歉inconveniencen.不便；麻煩dealwith處理CustomerServiceDepartment客服部payattentionto關(guān)注，重視Unit10CustomerServicePartII

ReadingMaterials

TextA:DealingwithComplaints

CustomerServiceDepartmentisaveryimportantdepartmentinbothMetroCompanyandRailwayAdministration.ThedailydutiesofCustomerServiceDepartmentincludedealingwithcomplaints,LostandFound,apology,suggestionandsoon,amongwhichdealingwithcomplaintsmaybethemostdifficultone.Unit10CustomerServicePartII

ReadingMaterialsTextA

SomepassengersmayconflictwithMetroortrainclerkswhentheyarenotsatisfiedwiththeservice.Inthatcase,clerkshouldkeepacoolheadandfindthesolutiontotheproblem.IfyouareaCustomerServiceemployee,firstlyyou’dbettermakeclearaboutwhatthecustomerwantstogetbycomplainingwhenyoudealwithcomplaints.Generallyspeaking,thecustomershopetogetthefollowingsolutionsthroughcomplaining.

1.

Theyhopeclerkscanpayattentiontotheirproblems;

2.Theirproblemscanbesolvedassoonaspossible;

3.Theycangetclearanddefiniteproceduresofhowtodealwiththeproblems;Unit10CustomerServicePartII

ReadingMaterialsTextA

4.Theycangetcompensation;

5.Noextratrouble.

Ifyouaretheemployee,thefollowingarethetipsfordealingwiththecomplaints.

1.

Listeningtotheirproblemssincerely;

2.

Showingyoursympathyfortheirproblems;

3.

Askingthecustomerwhatkindofcompensationhewants;

4.

Offeringthesolutionassoonaspossible;

5.

Makinganapologyfortheinconvenienceyoucause.Unit10CustomerServicePartII

ReadingMaterialsbelongingn.[常用復(fù)數(shù)]所有物；行李clerkn.

職員；辦事員responsibleadj.盡責(zé)的;

負(fù)有責(zé)任的carriagen.（舊時載客的）四輪馬車;〈英〉火車客車車廂realizevt.

實現(xiàn)；了解；意識到officialadj.

正式的；官方的；公務(wù)上的NewWordsandPhrasescolumnn.縱隊，列；專欄clickvt.點擊homepage主頁subwaystation地鐵站LostandFoundOffice失物招領(lǐng)處indetail詳細(xì)地Unit10CustomerServicePartII

ReadingMaterials

TextB:Losingitemsonthetrainorsubway

Manypeoplehavetheexperiencesoflosingitemsonthetrainorsubway.Ifyouloseyourbelongingsatthesubwaystationoronthesubway,youjustneedtogototheCustomerServiceOfficewhichcanbefoundineverysubwaystation,andoffertheinformationofyourlostitemindetailtotheclerkthere.Ifyoulosesomethingatthetrainstation,theprocedureoflookingforitisthesameastheabove.JustrememberthatitisLostandFoundOfficethatisresponsibleforfindingcustomers’lostitems.However,ifyoulosesomethingduringthejourneyintherailwaycarriage,itwillbenotsoUnit10CustomerServicePartII

ReadingMaterialsTextB

easytofindit.Whenpassengersrealizethattheyhavelostsomething,thetrainmayhavebeenawayforalongtime.Atthistime,thepassengercanlookforthelostitemthroughthefollowingways:1.YoucangotoLostandFoundOfficeintheTrainStation;2.Youcancall12306whichistheofficialtelephonenumberofRailwayCustomerServiceCenterofChinatoasktheclerkforhelp;

3.YoucanlogontotheofficialwebsiteofRailwayCustomerServiceCenterofChina(www.Unit10CustomerServicePartII

ReadingMaterialsTextB

12306.cn).ThereisacolumncalledLostItemsonthehomepage.Clickitandfillintheinformationofyourlostitemandyourself.

You’dbetterrememberyourTrainNumber,anddescribeyourlostitemasdetailedaspossible,whichishelpfulforfindingit.Unit10CustomerServicePartIII

SituationalDialoguesattendant

n.乘務(wù)員air-conditioningn.空調(diào)briefcase

n.公文包direction

n.方向；指導(dǎo)；用法說明checked

adj.（衣服，織物）方格子圖案的oval

adj.橢圓形的buckle

n.搭扣NewWordsandPhrasesleather

n.皮革nuisancen.討厭的人（東西或情況）complaintn.投訴，牢騷conductorn.列車員ServiceCenter服務(wù)中心pullout出發(fā)，駛離pullinto駛?cè)耄秸綽edsheet床單Unit10CustomerServiceApassengerisreportingalostbriefcasetoaServiceCenterclerk.P=PassengerM=MetroemployeeM:Hello.MayIhelpyou?P:Ileftmylaptop.M:I’msorrytohearthat.Doyourememberwhereyoulostit?P:IthinkIleftitonthetrain.M:Okay.Doyouknowthetimeanddirectionofthetrain?P:Oh...thetrainjustleftaminuteago.M:Canyoudescribeyourlaptopbriefly?PartIII

SituationalDialogues:Dialogue1Unit10CustomerServiceP:ThebrandisIBMandthemodelisPT300.M:Andwhatcolorofit?P:Black.Iwillmakeapresentationthismorning,andallofmymaterialsareinit.Ohmygod!M:Takeiteasy,Sir.We’lltryourbesttofindit.Wouldyoupleasetellmeyournameandphonenumber?P:Myname’sGeorgeBrownandmynumberiM:Ok,wewillletyouknowassoonaspossible.P:Thankyouverymuch.M:You’rewelcome.PartIII

SituationalDialogues:Dialogue1Unit10CustomerServiceApassengeriscomplainingtoaServiceCenteremployeeabouttheair-conditioning.P=PassengerM=MetroemployeeP:Hello,Iwanttomakeacomplaint.Thereseemstobesomethingwrongwiththeair-conditioning.It’stoohotonthetrain!M:Oh,I’msorry,sir.You’reright.I’mafraidtheair-conditioningcan’tworkeffectivelynow,becausethetrainistoocrowded.P:What’swrongwithit?M:Theagingofair-conditioningsystemmaybethemainreason.P:Everyone’sdrenchedinsweatonthetrain.Ihopeyou’llhaveitfixedassoonaspossible.PartIII

SituationalDialogues:Dialogue2Unit10CustomerServiceM:Yes.Asamatteroffact,we’reupgradingourair-conditioningsystemnow,andIthinkitshouldbeworkingproperlynextweek.P:Okay.That’sgoodnews.PartIII

SituationalDialogues:Dialogue2Unit10CustomerServiceP=PassengerC=ClerkP:Excuseme,Miss.C:Yes?CanIhelpyou?P:I’mafraidtheremustbesomethingwronghere.Iwasveryunhappyaboutit.C:Whatisit,madam?P:Mybedsheetisquitedirty.Itseemsthatithasbeenused.C:Well.Letmetakealookatit.(Afteralittlewhile)C:I’mverysorry,it’sourfault.Theconductorhasn’tbroughtyouthenewsheet.I’llhavePartIII

SituationalDialogues:Dialogue3Unit10CustomerServicethissheetchangedimmediately.P:Thankyou.C:Don’tmentionit.It’sjustpartofmyjob.(Afteralittlewhile)C:Sorrytohavekeptyouwaiting.I’lltrytomakesurethatitdoesn’thappenagain.Iwanttosaysorryagainfortheinconveniencewecause.PartIII

SituationalDialogues:Dialogue3Unit10CustomerServicePartIII

SituationalDialogues:UsefulExpressions1.I’mafraidIhaveacomplaint.Thereseemstobesomethingwrongwiththeair-conditioning.我想投訴。空調(diào)似乎有問題。2.Excuseme,I’vegotabitofaproblemhere.Yousee……對不起，我有個問題，……3.I’msorrytohavetosaythis,but……不好意思，我不得不說，……4.Iwanttomakeacomplaintabout……我想投訴……Unit10CustomerServicePartIII

SituationalDialogues:UsefulExpressions5.Doyouthinkyoucould…….?你是否可以……？6.Wouldyoumind…….?你是否介意……？7.Ifyoudon’tchangeit,I’mafraidI’llhavetoreporttothemanager.如果你不改的話，恐怕我得向經(jīng)理匯報了。8.Canyougiveadescriptionofyourbriefcase?你是否可以描述一下您的公文包？9.It’sanovalhandbag,madeofsoftleather.它是一只橢圓形的軟皮包。Unit10CustomerServicePartIII

SituationalDialogues:UsefulExpressions10.Weapologizeforthedelay.對于延誤，我們深表歉意。11.Sorrytohavekeptyouwaiting.對不起，讓您久等了。12.I’lltrytomakesurethatitdoesn’thappenagain.我會努力保證這種事不再發(fā)生。13.Iwanttosaysorryagainfortheinconveniencewecause.由此引起的不便，我要再次表示歉意。Unit10CustomerServicePartIV:ExercisesTask1Fillintheblankswiththewordsgiveninthebox.Changetheformifnecessary.1.___________ofinjuredworkershascostthecompanyalot.2.Idon’tknowhowto_________thisproblem.3.He__________thathewasunfairlytreated.

4.Hashe_______

hismistakeyet?5.Mike______________SalesDepartmentinourcompany.6.Employeesarein________withmanagementoverjobcuts.complainberes