職場通用英語職場通用英語Unit10CustomerserviceListeningandSpeaking–Languageinusee.g._________________________withyourorder.我對你訂的貨有點問題。I'mhavingproblemswith...在...（方面）有問題e.g.Hecanoperatethecomputer_________Ido.他操作這臺電腦和我一樣熟練。2.aswellas既…又…，除…之外（也），此外e.g.They

solvingdifferentcomplaintseveryday.他們每天忙于處理不同的投訴。3.bebusydoingsth/bebusywithsth忙于......e.g.

yourlistening.謝謝你們的聆聽。4.thanksfor......感謝......aswellasarebusyThanksforrightawaye.g.Iwilldealwiththeproblem

.我會立刻處理這個問題。5.rightaway立刻，馬上I’mhavingproblemsFillintheblankswiththelanguagepointineachofthefollowingsentences.Reading-Passage1HowtohandlethecustomercomplaintsListenUtilizetheInternettosearchforcomplaintsrelatedtothecompany.Meanwhiletypeyourcompany’snameinthesocialmedialikeFacebook,Twitter,forumtoexamineanysensitiveinformationcarefully.Payattentiontoeachsiteonlinewherepeoplecouldprobablycontactyou,soyou'llbeabletodiscovereverycomplaintandmakesurenoneofthemareoverlooked.2Customerserviceisthefunctionofanorganizationtosatisfyitscustomers,orsimplyput,happycustomersareabusiness.Themostimportantpartforitistoproperlyandefficiently

addresscustomercomplaints,whichhelpsbuildapositiveimageforyourbusiness.TheLASTprinciplewilldoyouafavor.1譯文ApologizeSaysorrysincerelytoyourcustomers.Itisagoodchanceforthecompanytoshine.Showyourpatientattitudeandfast-responseabilitytothecomplaintssothattheycanfeelhowmuchyoucareaboutthem.Apologyistodealwiththeproblemnottoaddfueltothefire.Whattheywantisjustasatisfactorysolution.Don’tscrewitupagain.Bearitinmindthatthecustomeriskingandthatishowweserveourcustomers.3SolvetheproblemIt'seasytosaysorrytoyourcustomer,buttosolvetheproblemismoreimportant,ornothingcanhelp.Soyoumustbepatientandprofessionaltogivethemaclearnextstepsothattheyknoweverythingismovingforward.Ifpermitted,askforafund,extendthewarrantyperiodoroffersomediscounts,etc.Nomatterwhatyoudo,servethecustomerswellandresolvethecomplaintsinafriendlyandharmoniousatmosphere.4譯文ThankthecustomerPleasetakethisopportunitytofixtheproblemandbringbackmorepositiveattentionandfeedbackfromregularcustomers,whichwillinreturnbringyoumorenewcomers.Besides,youcanalsoimprovethequalityofservice.Athank-younotecannotonlyclosethegapbetweenyouandcustomers,butalsoincreasetherecognitionfromcustomers.Sosaythankyougenuinelytothem.5SolvetheproblemIfyouagreewiththeprincipleandfollowthesesteps,I’msureyoucanmakecustomersfeelsatisfiedandturnanannoyedcustomerintoafanforlife.Moreimportantly,itisareallygoodchanceforyoutoturnapotentialonlinereputationintoamarketingpromotion.6譯文Reading-Passage1-ExercisesChoosethebestansweraccordingtothetext.A.1.

Customerserviceisthefunctionofanorganizationto

itscustomers.A.satisfyB.simplifyC.classify2.

Apologyistodealwiththeproblemnotto

fueltothefire.A.stirB.addC.put3.

Youmustbe

andprofessionaltogiveyourcustomersaclearnextstep.

A.friendlyB.patientC.calmABBACChoosethebestansweraccordingtothetext.A.4.

Athank-younotecanhelpyouclosethe

betweenyouandcustomers.A.gapB.relationshipC.emotion5.

Itisagoodchanceto

apotentialonlinereputationintoamarketingpromotion.A.helpB.makeC.turnFillintheblankswiththecorrectformsofthewordsinthebox.B.warrantysatisfactorysensitive

complaintutilizeaddress

overlook

reputationexamine

resolve1.Wemustfindawayto

theseproblemsbeforeit'stoolate.2.MissSmithwillnow

themeetingintheNationalHall.3.I'dliketomakea

aboutthenoise.4.Engineers

arangeoftechniquestoenhancethequalityofthebridge.5.He

herpassportandstampedit.6.Theathletesarevery

abouttheirranking.7.Weshouldn't

thementalhealthofteenagers.8.Inevergota

answerbeforeIcametoseeyou.9.Excuseme,isthecarstillunder

?10.Thiscollegehasagoodacademic

.resolveaddresscomplaintutilizeexaminedsensitiveoverlooksatisfactorywarrantyreputationCompleteeachsentencebydecidingonthemostappropriatewordorwordsfromthe4choicesmarkedA,B,CandD.A.Grammar1.

Itwasatyesterday’smeeting

Imisunderstoodwhatyouhadsaid.(2018.6A)A.ThatB.where

C.which

D.whoA2.

Itwasnotuntilthe1990s

industrialrobotsbecamereallycheap,andthereforeapossibleoption.(2019.6A)A.whichB.whoC.whomD.thatD強調(diào)結(jié)構(gòu)1.用助動詞“do（does／did）＋動詞原形”。e.g.Dotellmewhenyoucomenexttime.2.用形容詞very,only,single,such,last等修飾名詞或形容詞來加強語氣。e.g.ThisistheverypersonthatIamlookingfor.3.用intheworld，onearth，atall等介詞短語可以表達更強的語氣（常用于疑問句)。e.g.Whatintheworldwillyougoonsucharainyday?4.用重復來表示強調(diào)。e.g.Wewaitedandwaited,butnothinghappened.5.用倒裝句（也就是將要強調(diào)的句子或被強調(diào)的部分置于句首）來加強語氣。e.g.Onthedeskaresomebooks.6.用強調(diào)句型：“Itis（was）＋被強調(diào)的部分＋that（who）＋原句其它部分”來強調(diào)說話人的意愿。e.g.Itisyouthatshouldworkhard.7.用破折號、黑體字也可以表示強調(diào)，加強語氣。e.g.Tomgotupat11o’clockinthemorning.3.

He

workherelastyear.A.doesB.didC.haveD.had4.

---

thathemanagedtogettheinformation?---Oh,afriendofhishelpedhim.WherewasitB.WhatwasitC.HowwasitD.Whywasit

5.

Itwasnotuntilyesterday

theydecidedtore-openthebusinesstalk.(2017.6B)A.whenB.whichC.thatD.as

BCC強調(diào)結(jié)構(gòu)1.用助動詞“do（does／did）＋動詞原形”。e.g.Dotellmewhenyoucomenexttime.2.用形容詞very,only,single,such,last等修飾名詞或形容詞來加強語氣。e.g.ThisistheverypersonthatIamlookingfor.3.用intheworld，onearth，atall等介詞短語可以表達更強的語氣（常用于疑問句)。e.g.Whatintheworldwillyougoonsucharainyday?4.用重復來表示強調(diào)。e.g.Wewaitedandwaited,butnothinghappened.5.用倒裝句（也就是將要強調(diào)的句子或被強調(diào)的部分置于句首）來加強語氣。e.g.Onthedeskaresomebooks.6.用強調(diào)句型：“Itis（was）＋被強調(diào)的部分＋that（who）＋原句其它部分”來強調(diào)說話人的意愿。e.g.Itisyouthatshouldworkhard.7.用破折號、黑體字也可以表示強調(diào)，加強語氣。e.g.Tomgotupat11o’clockinthemorning.Completeeachsentencebydecidingonthemostappropriatewordorwordsfromthe4choicesmarkedA,B,CandD.A.1.

Theyopenedanewstoreinourcity,butnotuntillastweek

it.(2018.6A)A.wevisitedB.wewouldvisitC.didwevisitD.havewevisitedC2.

Onlybybeingopen-mindedandwillingtotrynewthings

happyinArtsandSciences.(2018.12A)A.astudenttrulycanbeB.astudentcantrulybeC.trulyastudentcanbeD.canastudentbetrulyD倒裝句1.there,here,now,then放在句首，謂語動詞常用be,come,go,lie,run。e.g.Theregoesthebell.2.表示方向或處所的副詞(如:down,up,out,in,off,on,away等)可以移到句首。e.g.Betweenthetwobuildingsstandsatalltree.注：上述全部倒裝的句型結(jié)構(gòu)，主語必須是名詞，如果主語是人稱代詞則不能完全倒裝。e.g.Hereyouare.

部分倒裝（將謂語的一部分如助動詞、be動詞或情態(tài)倒裝到主語之前）。3.由so,neither,nor,nomore引導的倒裝句。e.g.Ienjoyreadingthebookandsodoesmywife.全部倒裝（句中的謂語動詞全部置于主語之前）4.否定副詞可放在句首。e.g.Seldomdoesshegetuplateinthemorning.Completeeachsentencebydecidingonthemostappropriatewordorwordsfromthe4choicesmarkedA,B,CandD.A.3.

NotuntilIgottotheairport

thatmypassportwasmissing.(2019.12A)A.hadIrealizedB.willIrealizeC.IwillrealizeD.IhadrealizedA倒裝句5.一些表示否定意義的介詞短語放在句首。e.g.Bynomeansshallwegiveup.6.only，notuntil，so…that和such…that引導的倒裝句。e.g.Notuntilthechildfellasleepdidthemotherleavetheroom.7.虛擬條件句中從句的If省略，從句倒裝。e.g.WereIyou,Iwouldtryitagain.全部倒裝（句中的謂語動詞全部置于主語之前）8.hardly/scarcely/barely…when,nosooner…than結(jié)構(gòu)中的倒裝。e.g.Hardlyhadshegoneoutwhenastudentcametovisither.4.

Onlybyadoptingmorecreativeapproaches

toovercomepresent-daychallenges.A.wecanhopeB.canwehopeC.hopewecanD.canhopeweB5.

Hardly

hisspeechwhenayoungwomanintheaudiencerosetomakeaprotest.GeorgefinishedB.doesGeorgefinishGeorgehadfinishedD.hadGeorgefinishedD省略句一、簡單句中的省略1.省略主語1)祈使句中主語被省略。

e.g.(You)Hurryup.2.省略主謂語或主謂語的一部分。

e.g.(Isthere)Anythingelse?3.省略賓語。

e.g.

—DoyouknowMr.Chang?—Idon’tknow.(him)4.省略表語。e.g.

—AreyoufromChina?—Yes,Iam.5.同時省略幾個成分。

e.g.(Iwish)Goodluck(toyou).二、并列句中的省略在并列句中后邊的分句可以省略與前邊分句中相同的成分。

e.g.Yourexplanationmademesatisfiedbut(yourexplanationmade)Tomannoyed.三、復合句中的省略1.狀語從句中的省略（當狀語從句的主語與主句的主語一致時，可以省略狀語從句的主語和系動詞be。1)由when,while,as,before,till,until,once等引導的時間狀語從句。e.g.Workhardwhen(youare)young,oryou'llregret.2)由whether,if,unless等引導的條件狀語從句。

e.g.Don’tleavetheroomunless(youare)toldtodoso.3)由though,although,evenif,whatever等引導的讓步狀語從句。e.g.Although(heis)stillyoung,hishairisgoingverygrey.4)由as,than等引導的比較狀語從句。e.g.Idon'tliketheway(that/inwhich)youtalkwithyourparents.1)在及物動詞后面所接的賓語從句中，連詞that一般可以省略。e.g.Ithink(that)heissuitablefortheposition.2)由which,when,where,how,why引導的賓語從句，可以全部或部分省略。e.g.IknowhewillcomebutI’mnotsurewhen(hewillcome).2.賓語從句中的省略e.g.Thepresidentsuggestedthatthemeeting(should)notbeheldinParis.3.在與suggest,request,order,advise等詞相關(guān)的名詞性從句中，須用虛擬語氣形式“should+動詞原形”,should可以省略。省略句省略句四、動詞不定式省略，只保留to1.不定式作某些動詞的賓語時，這些動詞常見的有：love,like,care,wish,hope,expect,prefer,refuse,mean,try,oblige,advise,persuade,agree,want,afford,forget,remember,try,manage等。e.g.Youcandoitthiswayifyouliketo.2.不定式作某些動詞的賓語補足語或主語補足語時，這些動詞常見的有：ask,tell,advise,force,persuade,wish,allow,permit,forbid,expect,order,warn等。e.g.Lucywantstocometomypartybutherparentswon’tallowherto(come).3.不定式作某些形容詞狀語時，常見形容詞有：happy,glad,eager,anxious,willing,ready等。e.g.—Willyoucometomybirthdayparty?—Iamgladto(come).五、動詞不定式to的省略1.主語部分有todo,系動詞is或was時，作表語的不定式通常省去to。e.g.Theonlythingyouhavetodoisfindoutthetruth.e.g.Iwouldratherstayathomethangoclimbing.2.在see,watch,notice,hear,listento,lookat,feel,have,make,let,observe等詞后作賓語補足語時省略不定式符號to。e.g.Isawhimpickupthekeyandopenthedoor.3.why(not)do結(jié)構(gòu)中,不定式也不帶toe.g.Whynotcome?六、虛擬條件句中的省略當條件狀語從句中有were,had,should等時，可省略if，把它們提至句首，形成倒裝句。e.g.IfIwereateacher,Iwouldbepatientwithmystudents.Completeeachsentencebydecidingonthemostappropriatewordorwordsfromthe4choicesmarkedA,B,CandD.A.2.

When

whytheyarelookingforjobsatnewcompanies,someofthemsaytheywantmorechallenges.A.askedB.askC.askingD.toask3.

The

boy

wanted

to

ride

his

bike

in

the

street,

but

his

mother

told

him

.

A.

not

to

B.

not

to

do

C.

not

do

it

D.

do

not

toAA4.

The

traditional

goal

of

science

is

to

discover

how

things

are,

not

how

they

ought

.

A.

to

B.

to

be

C.

be

D.

have

been5.

Thestudyshowsthatsomestudentshavedifficulty

longEnglishtexts.(2017.12B)A.readingB.readC.toreadD.tobereadBA1.

While

thearticle,Iwaswonderingwhethere-bookswouldreplaceprintbookssoon.A.readingB.readC.wasreadingD.toreadAWritingDearSirandMadam,IamwritingthislettertomakeacomplaintabouttheproblemwiththenewtypeofprinterIpurchasedfromyouronlineshopaswellasthecustomerexperiencethedaybeforeyesterday.Icouldn’tfigureoutwhyIfailedtoconnecttheprinterwiththeInternet.Ihaveexaminedthemachineseveraltimesaccordingtothemanualinsidethepackage.Theremustbesomethingwrongwiththesoftware.ThenIcalledthecustomerservicecenterforhelp,buttheydidn’toffermeafeasiblesolutionandshowedimpatientattitude.Therefore,Ihopemyconnectionproblemcouldbetackledimmediatelyandserviceattitudeneedstobeimproved.Ihopenothinggoeswrongbesidestheconnectionglitch,youneedtotakestepstomakesurethismistakedoesnothappenagain.Lookingforwardtoapositivereply.Yoursfaithfully,LIHuaA.Readthefollowingcomplaintletterandthestatements.WriteT(True)orF(False).(

)1.LIHuawantstoexpresshisdissatisfactionabouttheprinter.(

)2.LIHuafixedtheproblembyhimselfintheend.(

)3.LIHuahopestogetanewone.ComplaintLetter投訴信

TFFWritingDearSirandMadam,IamwritingthislettertomakeacomplaintabouttheproblemwiththenewtypeofprinterIpurchasedfromyouronlineshopaswellasthecustomerexperiencethedaybeforeyesterday.Icouldn’tfigureoutwhyIfailedtoconnecttheprinterwiththeInternet.Ihaveexaminedthemachineseveraltimesaccordingtothemanualinsidethepackage.Theremustbesomethingwrongwiththesoftware.ThenIcalledthecustomerservicecenterforhelp,buttheydidn’toffermeafeasiblesolutionandshowedimpatientattitude.Therefore,Ihopemyconnectionproblemcouldbetackledimmediatelyandserviceattitudeneedstobeimproved.Ihopenothinggoeswrongbesidestheconnectionglitch,youneedtotakestepstomakesurethismistakedoesnothappenagain.Lookingforwardtoapositivereply.Yoursfaithfully,LIHuaComplaintLetter投訴信

…PartI:Statethepurposeofthecomplaintletter.…PartII:Describetheproblems.…PartIII:Expectsolutionandreply.StructureandusefulexpressionsB.Writing

PartIStatethepurposeofcomplaintletterItrustyouwilltakemycomplaintsseriouslyand…Iamwritingtoyoutocomplainabout…Iwishtomakeacomplaintabout…Iamwritingtoexpressmydissatisfactionwith/at..

PartIIDescribetheproblemsIamcompletelydisappointedtofind…Therearesomeproblemswiththe…thatIwishtobringtoattention.Ican’tfigureoutwhy......Themanual/instructionsays......but......

PartIIIExpectsolutionandreplyIhopeyouwillkindlyinvestigate…Toremedythematter,Isuggestmakingthefollowingchanges…Toimprovethesituation,itisadvisableforyoutotakethefollowingmeasures:…Iamlookingforwardtoyourreply.Writing假如你是李華，你新買的電腦出了問題，為此你寫信給客服經(jīng)理投訴。需要包括以下要點：Ihaveboughtabrand-newcomputerinastore.Butmuchtomydisappointment,itcouldnotbeproperlyoperatedwhenIgotitback.Writealettertothemanagerofcustomerservice:1)givingcomplaints,2)describingtheproblems3)andaskingforsomecompensations注意：1.詞數(shù)100左右；2.可適當增加細節(jié)，以使行文連貫；3.開頭和結(jié)尾已為你寫好，不計入總詞數(shù)。Dearmanager,IwritethislettertoyoutomakesomecomplaintsaboutthecomputerIboughtinyourstoreyesterdayafternoon.

____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________Yourssincerely,LIHuaHaveatryWriting參考例文：Dearmanager,IwritethislettertoyoutomakesomecomplaintsaboutthecomputerIboughtinyourstoreyesterdayafternoon.There'ssomethingwrongwithit.Thatmakesmeextremelyunhappy.ThecomputercannotbeproperlyshutdownwhenIgotitbacktotheoffice.WhenIclicktheshutdownbutton,itseemsthatthemachinegivesnoresponse.AndI'msoannoyedwithit.It'sobviousthatyoudidn'tcarefullyexaminethemachinebeforeyousoldit.Ithinkyourstoreshouldtakefullresponsibilityforsellingme