Unit 4 Customer Service Listening and Speaking 课件-2025-2026学年中职英语高教版（2023修订版）基础模块3

Unit 4 Customer Service Listening and Speaking 助你学习 随堂演练 学习目标： 1．能描述产品的具体问题； 2．能识别售后服务场景中顾客的投诉； 3．能处理顾客的投诉并提出解决方案； 4．通过对话场景和人物角色的设定，培养思维差异感知能力，秉承诚信提升职业素养。 知识梳理 重点词汇 battery n．电池　inconvenience n．不便；麻烦　complaint n．抱怨；投诉　charge v．充电　receipt n．收据　guarantee n．保证；担保　check v．检查；核对　patience n．耐心　exchange v．调换　apology n．道歉　refund v．退还；退款；偿还　blank adj.空白的　deliver v．递送；运载　delivery n．递送；运载　sheet n．单子　delay v．延迟；推迟　sincere adj.真诚的　solution n．解决方法　arrange v．安排　mention v．提及；提到　request n．要求　reduce v．减少；降低　sincerity n．真诚　promise v．许诺；承诺 知识梳理 重点短语 be sorry for为……感到难过，歉疚　under guarantee在保修期内 make a complaint/complain about投诉；抱怨 deal with处理，应付 try one's best尽某人最大努力 due to由于；因为 cause loss to给……造成损失 reduce by减少了……；降低了 in charge of负责…… work out计算出；解决 wait a minute等一下；等等 make sure确保；确定 as quickly as possible尽快地 avoid doing避免做…… 知识梳理 交际用语 A：I'd like to have...exchanged/ refunded...It seems to have a problem. B：What's the problem. A：... B：When did you buy this...？ A：... B：I'm so sorry for the inconvenience caused.Would you please show me your receipt so that...？ A：... B：We'll get your...checked in no time.Please wait a minute. (After half an hour) B：Thanks for your patience.We've exchanged / refunded...for you. 知识梳理 语法 状语从句 写作 1.能用恰当的词汇和句型描述产品的具体问题并完成投诉； 2.能礼貌合理地回复顾客的投诉信。 一、重点单词 1.inconvenience n.不便；麻烦 [原文再现] We are sorry for any inconvenience caused.(教材P56) 对我们带来的不便感到很抱歉。 [归纳拓展] (1)convenient adj.方便的 A bicycle is often more convenient than a car in towns. 在城镇骑自行车常常比开车更方便。 (2)convenience n．方便；便利 Can you telephone me at your convenience to arrange a meeting? 你能不能在你方便时给我来个电话，安排见一次面？ (3)conveniently adv.方便地 We can contact our friends conveniently with a mobile phone. 有了手机，我们可以很方便地和朋友取得联系。 (4)前缀in常加在形容词，名词之前，表示否定意义。 inconvenient不方便的 inactive不活跃的 incorrect不正确的 indirect 间接的 [学以致用] (1)It is very ________(convenience)to shop online. (2)We apologize for the delay and any ________(convenient)it may have caused. (3)Many people prefer to shop at the supermarket for the ________ it offers. A．convenient B．convenience C．inconvenient D．inconvenience 答案：(1) convenient　(2)inconvenience　(3)B 2.complaint n.抱怨；投诉 [原文再现] Excuse me, I would like to make a complaint.(教材P56) 打扰了，我想投诉。 [归纳拓展] (1)a letter of complaint投诉信 make a complaint提出投诉 She made a complaint to the manager about the poor service.她就服务质量差向经理投诉。 (2)complain v．抱怨，投诉 complain to sb.about/of sth.向某人抱怨某事 She complained to me about his rudeness.她向我抱怨他的粗鲁。 [学以致用] (1)He complained ________ his boss ________ the heavy workload. A．to; about B．about; to C．to; for D．for; to (2)I'd like to make a ________(complain)about the food in our school cafeteria. It always tastes bad. 答案：(1)A　(2)complaint 3.apology n.道歉 [原文再现] The staff checked the battery and expressed apology for the inconvenience caused.(教材P57) 员工检查了电池并且对引起的不便表达了歉意。 [归纳拓展] make an apology to sb.for(doing)sth.因为(做)某事向某人道歉 You should make an apology to your teacher for being late.你应该为迟到向老师道歉。 (2)apologize v．道歉 apologize to sb.for(doing)sth.因为(做)某事向某人道歉 You should apologize to your teacher for not doing your homework.你应该为没做家庭作业向老师道歉。 [学以致用] (1)She refused to accept his ________(apologize)because she was still very angry. (2)She apologized ________ me ________ losing my book. A．to; for B．for; to C．to; to D．for; for 答案：(1)apology　(2)A 4.check v. 检查，核对 [原文再现] Would you please show me your receipt so that we can check whether it is still under guarantee？(教材P58) 您能出示一下发票吗？我们确认一下是否在保修期内。 [归纳拓展] (1)check out检查，查看；结账退房；结账离开(酒店、商店等) We should check out of the hotel by 12：00 noon.我们应该在中午12点前办理酒店退房手续。 (2)check in (在旅馆、机场等)登记，报到 We checked in at the hotel around 3 p．m.我们大约下午3点在酒店办理了入住手续。 (3)check n．检查；账单；支票 I need to write a check to pay the rent this month.我需要写一张支票来支付这个月的房租。 [学以致用] (1)The doctor will ________ the patient thoroughly to find out what's wrong. A．check out B．come out C．work out D．carry out (2)Guests are required to ________ of the hotel by 11：00 a．m. or they will be charged an extra fee. A．check in B．check out C．check over D．check up (3)—Shall we go? —Wait a minute Mom. I am ________(check) the email from my teacher. 答案：(1)A　(2)B　(3)checking 5.patience n．耐心 [原文再现] Thanks for your patience.(教材P58)谢谢您耐心等待。 [归纳拓展] (1)patient adj.有耐心的，能忍耐的 She's very patient with young children.她对幼儿特别有耐心。 (2)patiently adv.耐心地 She waited patiently for the bus in the rain.她在雨中耐心地等公交车。 (3)patient n．病人，患者 Doctors and nurses work hard to treat patients every day.医生和护士每天都努力治疗病人。 [学以致用] (1)You need a lot of ________(patient)to teach young children. (2)________(patient)should follow the doctor's advice. (3)You should be more ________ with your parents. They are just trying to help you. A．patience B．patient C．patiently D．peace 答案：(1)patience　(2)Patients　(3)B 二、重点短语 1.under guarantee在保修期内 [原文再现] The watch is still under guarantee. (教材P58) 这只手表仍在保修期内。 [归纳拓展] (1)guarantee n．保证；担保 The shop said they would exchange the television as long as it was still under guarantee. 商店说只要在保修期内，他们将更换电视。 (2)guarantee v．担保；确保 These days getting a degree doesn't guarantee you a job.如今获得学位并不能保证你就有工作。 [学以致用] (1)The smart phone is under ________， so you can get it repaired for free. A．guidance B．guarantee C．responsibility D．construction (2)The TV set is still ________ so the company will repair it for free. A．under control B．under guarantee C．under pressure D．under discussion 答案：(1)B　(2)B 三、重点句型 1.There is something wrong with the mobile phone battery.(教材P56) 手机电池出毛病了。 [句型解析] There is something wrong with...意为“……出了问题；……有毛病”，后可接各种表示具体物品或身体部位等的名词。 There is something wrong with my computer. It keeps crashing.我的电脑出了点问题。它老是死机。 [归纳拓展] 同义句：Something is wrong with... ……有问题，出故障 Something is wrong with my stomach. I've been having pains all day.我的胃出了问题。我一整天都在疼。 [辨析]something和anything something和anything都为不定代词，一般来说，修饰不定代词的词要放在不定代词的后面。something通常用于肯定句，anything通常用于否定句或疑问句。但是anything如果用于肯定句中表示任何事情/东西的意思。something也可用于以Could或Would为疑问词的一般疑问句中，表示希望对方给与肯定答复。 Is there anything interesting in the book？书里有什么有趣的内容吗？ You look a little tired. Would you like something to eat？你看起来有点累。你想吃点什么吗？ [学以致用] (1) Take it easy.There is nothing wrong ________ your leg. (2)—Is there anything wrong with your bike? —Yes, there is ________ wrong with it. A．nothing B．something C．anything D．everything 答案：(1)with　(2)B 2.I'd like to have this sports watch refunded.(教材P58) 我想把这块运动手表退掉。 [句型解析] have this sports watch refunded是过去分词作宾语补足语，属于have sth.done结构，意为“让某事被做，遭受到”。该结构中宾语与过去分词之间是被动关系。 本单元出现的类似结构还有： have the mobile phone repaired have the screen checked have the battery exchanged get your sports watch checked [归纳拓展] (1)refund v．退还，退款；偿还 refund n．资金偿还 If there is a delay of 12 hours or more, you will receive a full refund of the price of your trip. 如果耽搁达到或超过12小时，你会得到旅费全额退款。 (2)have sb.do sth.让某人做某事(不带to的动词不定式作宾语补足语，与宾语是主动关系) I will have Jack wash my car.我将让杰克帮我洗车。 (3)have sb.doing sth.让某人一直做某事 I'm sorry to have you waiting for so long.我很抱歉让你等这么久。 [学以致用] (1)The boss had his workers ________ (work) more than 10 hours a day. (2) You'd better ________． A．have your bike repaired B．to have your bike repaired C．had your bike to repair D．have your bike repairing 答案：(1)working　(2)A 3.Even if I charge it for a whole night，it still doesn't work.(教材P58) 即使充电一整晚也无济于事。 [句型解析] even if意为“即使，假设”，引导让步状语从句。 [归纳拓展] 本单元出现even if和even though两个引导让步状语从句。even if侧重于“假设，假如，即使”；even though侧重于“尽管，虽然，即使”。一般情况下可互换。 Even though you didn't express such a request, we will reduce the price of the leaflets by 15%.(教材P61) 即使你没有提出这样的要求，我们也会把传单的价格降低15%。 Even if he has a lot of work to do, he always finds time to exercise.即使他有很多工作要做，他总是能抽出时间来锻炼。 I didn't lose any weight even though I ran for 10 kilometers a day. 即使是我跑了10公里，我也没掉一斤肉。 [学以致用] (1)________ it was raining heavily, the farmers still went on working in the fields. A．So that B．Even though C．As soon as D．As long as (2)She won't give up her dreams ________ she faces many difficulties. A．even if B．since C．because D．until 答案：(1)B　(2)A 4.I'm so sorry for the inconvenience caused.(教材P58) 很抱歉给您带来不便。 [句型解析] be sorry for为……抱歉；歉疚，后面接名词、代词、从句或动名词。 I am very sorry for keeping you waiting so long.不好意思让你久等了。 [归纳拓展] be sorry to do sth.抱歉去做某事。有时可以与be sorry for互换。 I'm sorry for troubling you.＝I'm sorry to trouble you.我很抱歉打扰了你。 [学以致用] (1)She was ________ being late for the meeting. A．sorry to B．sorry for C．sorry about D．sorry with (2)I'm sorry ________ hear that your grandfather is ill. A．to B．for C．about D．of 答案：(1)B　(2)A 5.We'll get your sports watch checked immediately.(教材P58) 我们会马上检查一下您的运动手表。 [句型解析] get sth.done使某物被做；让某事完成，sth.与done之间是被动关系。 She got her hair cut last week.她上周剪了头发。 [归纳拓展] get sb.to do sth.让某人做某事 The manager got the employees to work overtime.经理让员工们加班。 [学以致用] (1)The teacher tried to get the students ________ the difficult problem. A．solve B．to solve C．solving D．solved (2)They want to get the work ________ by the end of this week. A．finish B．to finish C．finished D．finishing 答案：(1)B　(2)C 一、重点单词 1．________________ v．充电 2．________________ v．检查；核对 3．refund v. ________________ 4．________________ adj.方便的→____________________ n．方便→____________ adj.不方便的；麻烦的→_____________ n．不便；麻烦 5．________________ v．抱怨，发牢骚→________________ n．抱怨；投诉 6．_______________ n．病人，患者→______________ adj.有耐心的→______________ n．耐心→impatient adj. _______________→impatience n. ________________ 7．________________ n．道歉→________________ v．道歉，认错 8．________________ v．调换→exchangeable adj. ________________ 答案：1．charge　2.check　3.退款 4．convenient；convenience；inconvenient；inconvenience 5．complain; complaint 6．patient; patient; patience；没有耐心的；不耐烦 7．apology; apologize 8．exchange；可交换的 二、重点短语 1．be sorry for sth. ________________ 2．have sth. done ________________ 3．under guarantee ________________ 4．________________提出投诉 5．________________等一下；慢走 6．________________为……而感谢 答案：1．为某事感到抱歉 2．使某事被做 3．在保修期内 4．make a complaint/complain about 5．wait a minute 6．thanks for 三、根据情景内容补全对话 A：Good morning！1.________ can I do for you，sir? B：l'd like to have this computer refunded. It seems to have a problem now. A：What's the 2.________？ B：The computer cannot be turned on and always has a blank screen even if I have charged it for several hours. A：3.________ did you buy this computer? B：I bought it three days ago. A：The computer is still under guarantee. Would you show me your receipt? B：OK.4.________ you are. A：I am sorry for the inconvenience caused.We will get it checked immediately. B：OK, I will wait. A：5.________ for your patience.Sorry, we can't refund it. But we can exchange a new one for you. 答案：1.What　2.problem　3.When　4.Here　5.Thanks $$