1. Warming Up
3. Speaking
2. Listening
01 Warning Up
Discuss the fllwing questins:What is the mst cmmn custmer cmplaint?What are the benefits f custmer cmplaints?Hw can yu be practive abut custmer cmplaints?
01 Warming Up
Custmer:???? Hi,?can?yu?help?me??I’ve?gt?a?bit?f?a?prblem.?Shp:?? ? I’m?srry?t?hear?that.?What’s?the?prblem??Custmer:???? I?received?my?dr?yesterday?but?it?has?a?dent?in?it.??It?lks?very?bad.?Shp:??? ? OK.?Can?I?have?yur?rder?number?please??Custmer:???? It’s?AED1278.?Shp:??? ? Thank?yu.?One?mment,?while?I?check?the?details.?Shp:??? ? Ah?yes,?it’s?here.?I?can?send?ut?a?replacement?dr?fr?yu.?Custmer:???? Yes!?That?wuld?be?great.?Thank?yu.?Shp:?? ? We?can?deliver?a?replacement?dr?n?Tuesday.?Is?that?OK??Custmer:???? Yes,?thank?yu.?That?wuld?be?great.?What?time??Shp:??? ? It’s?an?all?day?delivery,?s?it?will?be?between?9?am?and?9?pm.?Custmer:??? That’s?fine.?Thank?yu.?
閱讀下面的對(duì)話，并回答問(wèn)題。
Task 1 Lk and match.
將下列投訴與圖片相匹配。
1. _____________
3. _____________
2. _____________
4. _____________
The dish is t salty.It is the wrng size.There is smething wrng with the mbile phne battery.There is n ht water again.
Task 2 Think and tick.
思考并勾選出投訴時(shí)會(huì)用到的語(yǔ)句。
1. We are srry fr any incnvenience caused.2. I’d like t have my mbile phne repaired.3. Excuse me, I wuld like t make a cmplaint.4. I’m calling t cmplain abut the terrible service yu prvided at the restaurant.
02 Listening
Task 3 Listen and chse.
聽(tīng)錄音，判斷Tim去售后服務(wù)中心的目的。
Tim went t the service center t ________.
have the screen f his mbile phne checkedget his repaired mbile phnehave the battery f his mbile phne exchangedhave his mbile phne repaired
Service Center
Task 4 Listen and tick.
再聽(tīng)錄音，勾選下面的手機(jī)維修記錄。
Task 5 Listen and cmplete.
再聽(tīng)錄音，完成對(duì)Tim經(jīng)歷的描述。
Tim went t the service center t have his 1) __________________ repaired yesterday. He just bught the phne several 2) ____________ ag, but nw the battery can’t be 3) ____________ prperly. The staff 4) ____________ the battery and expressed aplgy fr the incnvenience caused. Since the mbile phne was still under 5) ____________, the service center finally exchanged the battery f the mbile phne fr Tim.
Task 5 Script
Staff: Gd mrning! Hw can I help yu, sir?Tim Brwn: I’d like t have the mbile phne repaired. I bught it several mnths ag, but it seems t have a prblem with the battery.Staff: What’s the prblem?Tim Brwn: It wn’t charge prperly. Even if I charge it fr a whle night, there is still very little pwer.Staff: When did yu buy this cell phne, sir?Tim Brwn: I bught it three mnths ag. Staff: I’m s srry fr the incnvenience caused. Wuld yu please shw me yur receipt s that we can check whether it is still under guarantee?Tim Brwn: OK. Here yu are.Staff: We’ll get yur cell phne checked in n time. Please wait a minute.(After half an hur)Staff: Thanks fr yur patience. We’ve exchanged the battery fr yu. Tim Brwn: Thank yu.Staff: It is my pleasure. Please check the phne and sign yur name here.
03 Speaking
Hw will yu deal with the fllwing situatins?
Task 6 Listen, read and underline.
聽(tīng)錄音并跟讀，標(biāo)出有關(guān)投訴及回應(yīng)的語(yǔ)句。
Staff: Gd afternn! What can I d fr yu, sir?Tim Brwn: I’d like t have this sprts watch refunded. I just bught it, but it seems t have a prblem nw.Staff: What’s the prblem? Tim Brwn: It always has a blank screen. Even if I charge it fr a whle night, it still desn’t wrk.Staff: When did yu buy this sprts watch?Tim Brwn: I bught it last week. Staff: I’m s srry fr the incnvenience caused. Wuld yu please shw me yur receipt s that we can check whether it is still under guarantee?Tim Brwn: OK. Here yu are.Staff: We’ll get yur sprts watch checked immediately. Please wait a minute.(After a while)Staff: Thanks fr yur patience. Srry, we can’t refund it. But we’ve exchanged a new sprts watch fr yu. Is that OK?Tim Brwn: It’s OK. Thank yu.Staff: It’s my pleasure. Please check the watch and sign yur name here.
refund/vt. 退還；歸還e.g: I wuld like a refund, please. This pizza was already half eaten when I pened the bx.
even if 即使e.g: Even if yu wn't tell me , I'll knw anyway.
charge/vi. 收費(fèi)；充電e.g: I charge twenty dllars an hur.
Staff: Gd afternn! What can I d fr yu, sir?Tim Brwn: I’d like t have this sprts watch refunded. I just bught it, but it seems t have a prblem nw.Staff: What’s the prblem? Tim Brwn: It always has a blank screen. Even if I charge it fr a whle night, it still desn’t wrk.Staff: When did yu buy this sprts watch?Tim Brwn: I bught it last week.
Staff: I’m s srry fr the incnvenience caused. Wuld yu please shw me yur receipt s that we can check whether it is still under guarantee?Tim Brwn: OK. Here yu are.…
incnvenience/n. 不方便；麻煩e.g: He prmised t be very quick s as nt t incnvenience them any further.
receipt/n. 收據(jù)；發(fā)票e.g: I need t bring these shes back t the shp. Where’s the receipt?
under guarantee 在保修期內(nèi)e.g: This prduct is sld under guarantee, s yu can be sure f its quality.
Task 7 Imitate and talk.
兩人一組，根據(jù)所給提示，與同伴練習(xí)對(duì)話。
A: I’d like t have ... exchanged / refunded ... It seems t have a prblem. B: What’s the prblem?A: ... B: When did yu buy this ... ?A: ... B: I’m s srry fr the incnvenience caused. Wuld yu please shw me yur receipt s that ... ?A: ... B: We’ll get yur ... checked in n time. Please wait a minute.(After half an hur)B: Thanks fr yur patience. We’ve exchanged / refunded ... fr yu.
A: I’d like t have ... exchanged / refunded ... It seems t have a prblem. B: What’s the prblem?A: ... B: When did yu buy this ... ?A: ... B: I’m s srry fr the incnvenience caused. Wuld yu please shw me yur receipt s that ... ?A: ... B: We’ll get yur ... checked in n time. Please wait a minute.(After half an hur)B: Thanks fr yur patience. We’ve exchanged / refunded ... fr yu.
Task 8 Rle play.
兩人一組，根據(jù)所給情境和提示，編排并展示服務(wù)過(guò)程。
Time: ne mnth agReceipt: √Prblem: restart autmaticallyPreferred Slutin: exchange r refund
Mre expressins abut …
Making?a?cmplaint?
I’ve?gt?a?bit?f?a?prblem.I’d?like?t?make?a?cmplaint.I’m?srry?t?truble?yu,?but?…?Excuse?me.?I?have?a?’ve?gt?a?prblem?…
I?aplgize?fr?the?incnvenience.I’m?srry?t?hear?that.Oh,?I’m?srry?abut?that.I’m?really?srry.I’d?like?t?aplgize?fr…?
Asking?fr?specifics
Please?tell?me?what?the?prblem is.What’s?the?prblem?Oh?dear.?What’s?the?prblem??Can?I?have?yur?rder?number?
Taking?actin?
I?will?send?a?replacement.I?will?make?sure?the?prblem?is? srted?fr?yu.N?prblem,?I?will?deal?with?it? fr?yu.?Leave?it?with?me.I’m?srry?t?have?t?say?this,?but …
Remember the useful wrds and expressins in the lessn.Make a vide abut cmplaint in actual situatin.

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