Unit１１CustomerServiceCenteA:Thanks.Butdoyouhaveaninvoice?B:Yes.Hereyouare.A:Thanks.B:You’rewelcome!PartTwo(Themetrocardisbroken.)A:Excuseme,mymetrocardisbroken.WherecanIgetitreplaced?上一頁(yè)下一頁(yè)返回Unit１１CustomerServiceCenteB:Youcanreplaceyourcardhere.A:CanIhavethevalueofthecardrefunded?B:I’msorry.Thevalueofthecardcan’tberefundedbecausethecardisdamaged.A:Andthebalanceonmycurrentcard?B:Thebalanceofyourcurrentcardwillbetransferredtoyournewcard.Becausethemetrocardisnon-registered,you’dbettertakegoodcareofit.上一頁(yè)下一頁(yè)返回Unit１１CustomerServiceCenteA:MayItopup?B:Ofcourse.SkillTwo:LostandFoundPartOne(Walletislost.)A:Excuseme!B:Yes?CanIhelpyou?A:Mywalletislost.WhatdoIdoifIlosesomethinginasubwaystation?上一頁(yè)下一頁(yè)返回Unit１１CustomerServiceCenteB:GototheCustomerService,ifyou’velostyourbelongingsinthesubwayStation.Yourwallet,creditcards,cellphone,housekeys,orevenyourpetwillbereturnedDirectlytoyou.Don’tworry.It’shighlylikelythatsomeonewillhaveturneditin.A:Thanks.C:WelcometotheCustomerService!A:Mywalletislost.Thereis３００andmyphotoinit.It’syellow.C:Isityours?上一頁(yè)下一頁(yè)返回Unit１１CustomerServiceCenteA:Yes.Thanksverymuch!C:You’rewelcome!SkillThree:HowtoDealWithCounterfeitMs.James:Feifei,whatshouldyoudoifthepassengerusescounterfeitmoney.Feifei:Iwilltellhimitiscounterfeitmoney.Ms.James:That’snotagoodidea.Simplygiveitbacktothepersonwhohandedittoyouandlethimknowthatitiscounterfeit.Saytothepassenger,“Sorry,pleasechangeAnotherone.”上一頁(yè)下一頁(yè)返回Unit１１CustomerServiceCenteFeifei:Ifhedoesn’tchangeit,whatshouldIdo?Ms.James:Tellhim“Theequipmentcan’trecognizethemoney,pleasechangeitandThankyouforyourcooperation.”Butifthemoneyistoomuch,youshouldcall１１０.Feifei:Thanksforyourhelp.PassageAsweknow,customerservicerepresentativeistheonewhocanassistpassengers.HeCananswerquestions.Heisveryreadytohelpothers.Infact,thecustomerservicerepresentativehasmanydutiesandresponsibilitieslikethefollowingservice:１.Carryouteverypolicies上一頁(yè)下一頁(yè)返回Unit１１CustomerServiceCente２.Sellaticket３.Topup４.Changetheticket５.Refundtheunusedticket６.Dealwiththeinquiriesandanswerthequestions７.Provideinformationandsomekindsofconvenientservice上一頁(yè)下一頁(yè)返回Unit１１CustomerServiceCenteUsefulSentences１.I’msorryto．．．很抱歉２.Doyoumindif．．．?如果．．．您介意嗎?３.Givemeahandonthat.請(qǐng)給我個(gè)幫助.４.Thankyouforyourunderstanding.謝謝