4.1 Customer Service -Listening and Speaking（课件）-《英语 基础模块3》(高教版 第三版）【上好课】

Unit4 Cutomer Service Listening and Speaking 《英语 基础模块3》（高教版 第三版） What are the girl and the animals doing? What are the girl and the animals doing? A. singing B. cleaning 1) The dish is too salty. 2) It is the wrong size. 3) There is something wrong with the mobile phone battery. 4) There is no hot water again. D A B A B C D C 1. Look and match. 将下列投诉与图片相匹配。 4 2. Think and tick. 思考并勾选出投诉时会用到的语句。 A. We are sorry for any inconvenience caused. B. I’d like to have my mobile phone repaired. C. Excuse me, I would like to make a complaint. D. I’m calling to complain about the terrible service you provided at the restaurant. 5 Listening Listen and choose A. have the screen of his mobile phone checked B. get his repaired mobile phone C. have the screen of his mobile phone exchanged D. have his mobile phone repaired √ Name of the Customer Tim Brown Item Problem Time of Purchase Solution battery screen camera unable to charge the battery properly broken screen unable to take pictures others: . three weeks ago three months ago others: . change the battery repair the screen change the camera others: . 4. Listen and tick. 再听录音，勾选下面的手机维修记录。 5. Listen and complete. 再听录音，完成对Tim经历的描述。 Tim went to the service center to have his 1)　　 　 　 repaired yesterday. He just bought the phone several 2)　　　 　 ago, but now the battery can’t be 3)　　　 　 properly. The staff 4)　　　 　 the battery and expressed an apology for the inconvenience caused. Since the mobile phone was still under 5)　　　 　, the service center finally exchanged the battery of the mobile phone for Tim. mobile phone months charged checked guarantee Script 录音原文 Salesperson: Good morning! How can I help you, sir? Tim Brown: I’d like to have the mobile phone repaired. I bought it several months ago, but it seems to have a problem with the battery. Salesperson: What’s the problem? Tim Brown: It won’t charge properly. Even if I charge it for a whole night, there is still very little power. Salesperson: When did you buy this cell phone, sir? Tim Brown: I bought it three months ago. Salesperson: I’m so sorry for the inconvenience caused. Would you please show me your receipt so that we can check whether it is still under guarantee? 10 Script 录音原文 Tim Brown: OK. Here you are. Salesperson: We’ll get your cell phone checked in no time. Please wait a minute. (After a while) Salesperson: Thanks for your patience. We’ve exchanged the battery for you. Tim Brown: Thank you. Salesperson: It’s my pleasure. Please check the phone and sign your name here. 11 Speaking Salesperson: Good afternoon! What can I do for you, sir? Tim Brown: I’d like to have this sports watch refunded. I just bought it, but it seems to have a problem now. Salesperson: What’s the problem? Tim Brown: It always has a blank screen. Even if I charge it for a whole night, it still doesn’t work. Salesperson: When did you buy this sports watch? Tim Brown: I bought it last month. Salesperson: I’m so sorry for the inconvenience caused. Would you please show me your receipt so that we can check whether it is still under guarantee? 退还 空白的 充电 不方便 发票 保证 Tim Brown: OK. Here you are. Salesperson: We’ll get your sports watch checked immediately. Please wait a minute. (After a while) Salesperson: Thanks for your patience. Sorry, we can’t refund it. But we’ve exchanged a new sports watch for you. Is that OK? Tim Brown: It’s OK. Thank you. Salesperson: It’s my pleasure. Please check the watch and sign your name here. 核查 耐心 交换 sports watch /spɔːts wɒtʃ/ 词性：名词短语 释义：运动手表 补充：也可以说 fitness watch，但 sports watch 更侧重运动功能（计时、计步、防水等） 例句：My dad bought me a new sports watch for my birthday.（我爸爸给我买了一块新的运动手表当生日礼物。） refund 退款；退还 用法： 名词：get a refund（拿到退款） 动词：have sth. refunded（让某物被退款，即 “退掉某物”） 例句： I want to refund this jacket.（我想退掉这件夹克。） The shop gave me a full refund.（商店给了我全额退款。） blank 空白的；无内容的 搭配：blank screen（黑屏 / 白屏，这里指屏幕无显示）、blank paper（空白纸） 例句：The computer screen went blank suddenly.（电脑屏幕突然变成空白了。） charge 动词 / 名词 释义：（给电池）充电；收费；指控 这里的用法：动词，“给… 充电” 搭配：charge a phone/watch（给手机 / 手表充电）、full charge（充满电） 例句：I need to charge my phone before going out.（出门前我得给手机充上电。） receipt 收据；购物小票 补充：和 invoice（发票）的区别：receipt 是付款凭证，invoice 是正式的商业发票。 例句：Please keep your receipt in case you need to return the item.（请保留好小票，以防你需要退货。） inconvenience 不便；麻烦 常用搭配：sorry for the inconvenience（对造成的不便表示歉意，服务场景高频用语） 例句：We apologize for any inconvenience caused by the delay.（我们为延误造成的不便致歉。） guarantee 保证；保修（期） 常用搭配：under guarantee（在保修期内）、product guarantee（产品保修） 例句：This fridge is still under guarantee, so the repair is free.（这台冰箱还在保修期内，所以维修是免费的。） would like to do 想要做... I’d like to have this sports watch refunded. I want to have my hair cut. I’d like to book the ticket. have sth done 使...被... exchange 交换 But we’ve exchanged a new sports watch for you. Can I exchange this shirt for a larger size? exchange sth for sth 用某物交换某物 exchange students 交换生 in exchange (for) 作为（对… 的）交换 foreign exchange 外汇 exchange 交换 But we’ve exchanged a new sports watch for you. Can I exchange this shirt for a larger size? exchange sth for sth 用某物交换某物 exchange students 交换生 in exchange (for) 作为（对… 的）交换 foreign exchange 外汇 even if 即使=even though Even if I charge it for a whole night, it still doesn’t work. How much do you charge for a haircut? 剪头发要多少钱？ charge for 向...收钱 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 a while) B: Thanks for your patience. We’ve exchanged / refunded ... for you. ... 7. Imitate and talk. 两人一组，根据所给提示，与同伴练习对话。 T-shirt the wrong size bought last night smart watch alarm not work bought two days ago 27 8. Role play. 两人一组，根据所给情境和提示，编排并展示服务过程。 Time: one month ago Receipt: √ Problem: restart automatically Preferred Solution: exchange or refund 28 Ⅰ. 单项选择 1.I’d like to have this coat ______. It’s too small for me. A. refund B. refunded C. to refund D. refunding 2.Even if I ______ the watch for a whole night, it still doesn’t work. A. charge B. charged C. will charge D. am charging B A Ⅰ. 单项选择 3.— What’s wrong with your phone? — It always has a ______ screen. A. empty B. blank C. full D. white 4.The salesperson asked Tim to show his receipt ______ check if the watch was under guarantee. A. so that B. because C. although D. but B A What can I do for you? I’d like to... 1.under guarantee 2. inconvenience Summary 英国近一半的00后会花钱请家政服务人员来打扫自己的公寓，哪怕是一居室，理由是自己“太忙”。据每日电讯报网站报道，根据专业公司提供的数据，“定期清洁服务”的需求在过去5年，增长了25%，其中大部分的雇主是住在一居或两居公寓里的年轻人。另外一个由清洁网站进行的调查发现，四成25-34岁的人已经有或正在找负责清洁的家政人员，两年前的数字是1/3。报道指出，很显然，曾被认为不可思议的“为了一居室就请小时工”的行为，随着时代的改变，正在迅速成为常态。各方人士表示，很难对年轻人的这种行为进行批评，他们自己赚钱，把时间花在享受生活上。 70999.93 $