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高教版中職英語(yǔ)基礎(chǔ)模塊第3冊(cè)u(píng)nit4i’llhavetohavemycellphonereplaced3-資料下載頁(yè)

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【導(dǎo)讀】andlist.Discussandlist.andmatch.size.damaged.canIdoforyou?thisshirtreplaced./wrong?’sthewrongsize.andanswer.theshirt?plain?A:What’stheproblem?B:It’sthewrongsize.B:Yes,hereitis.andplete.andtick.theshopbeforework.What’sthematter?withthealarm.Timisleavinghome.Goodmorning!HowcanIhelpyou,sir?Whatistheproblem?andunderline.We’llgetthiswatch. Thankyou.andtalk.B:Whatistheproblem?TVreplaced.withit.B:Itdoes'ntwork.andtalk.B:Whatistheproblem?T-shirtreplaced.withit.B:Itdoes'ntwork.andtalk.B:Whatistheproblem?A:What’snext?_____________

　　

【正文】 k for a refund too. She told me I could choose asking for a refund or having the phone repaired. I wondered whether I would have to pay for it if I had it repaired. She told me I needn’t pay for anything since the phone was still under guarantee. I was very happy to hear that. Half an hour later, I got my phone again and everything is OK then. Suppose you are a member of a pany. The manager asks you to make a memo for dealing with customers’ plaints. Please work in groups to develop a memo and choose the best one for the pany. 1. Imagine a situation, and discuss what plaints customers usually make. __________________________________________ __________________________________________ Work out a memo on dealing with customers’ plaints. Work out a memo on dealing with customers’ plaints. 2. Discuss what the staff should do to deal with the plaints. __________________________________________ __________________________________________ 3. Discuss and work out a procedure on how to deal with plaints. __________________________________________ __________________________________________ 4. Make a memo for the staff on dealing with plaints. __________________________________________ __________________________________________ Work out a memo on dealing with customers’ plaints. Common plaints: ___________________________ ___________________________ What customers should provide: __________________ Procedure for dealing with plaints: First, __________________________________ Second, ________________________________ Third, __________________________________ _______________________________________ Reminder: ____________________________________ MEMO ( ) plain ( ) alarm ( ) leaflet ( ) produce ( ) dictionary ( ) missing ( ) dirty ( ) size ( ) receipt ( ) refund ( ) quality ( ) detailed ( ) partner ( ) take down ( ) assembly line ( ) express apology ( ) be disappointed at ( ) make a plaint ( ) under guarantee ( ) work out a solution ( ) pay for the loss ( ) make a plaint. ( ) express my disappointment. ( ) understand a plaint letter. ( ) talk deal with a plaint. ( ) express an apology. ( ) reply a plaint letter. n. 鬧鐘 adv. 很；非常 v. 損壞 adj. 詳細(xì)的；具體的 v. 失望 n. 擔(dān)保 (書(shū) )；保證 n. 不便 adv. 不妥當(dāng)?shù)? alarm badly damage detailed disappoint guarantee inconvenience incorrectly n. 傳單 n. (人或東西留下的 ) 明顯痕跡 n. 質(zhì)量 n. 收據(jù) n. 退還 (錢(qián)款等 ) v. 替換 n. 淋浴 n. 手腕 leaflet mark quality receipt refund replace shower wrist One of the aspects of Latin America that you may love is that you are able to bargain for anything — even taxis. Bargaining for taxis in Latin America is fun and can save you a lot of money. In heavy tourist areas, the rates may go up, but you can still bargain to get a lower price. The first step is to bargain for a rate before you get into the taxi. Sometimes, just because you’re a gringo (foreigner) they will give you a high price. If they do, just say “I’m a gringo (foreigner) but I’m not a fool.” This may impress the driver and some will even get a good chuckle from it. Taxi drivers like bargaining as much as you do. They enjoy going back and forth bargaining for the best price. Next, you can ask how much it really cost. They will then give you a lower price, and you can say the following line and start to walk away, “It will be better if I take another taxi.” As you start to walk away they will give you a lower price which you can accept.

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