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1、第1页/共62页第2页/共62页Discuss and list.Click to add Title1When there is something wrong with the goods.egClick to add Title2 1When there is some quality problem.Click to add Title1 2When people gets the wrong commodity.Click to add Title2 3When people are not satisfied with the service.第3页/共62页Discuss and
2、 list.Click to add Title1When there is something wrong with the goods.egClick to add Title2 4When the clerk is not polite.Click to add Title1 5when the goods is delayed.Click to add Title2 6When the suitcase is damaged traveling by air.第4页/共62页Look and match.This shirt is of the wrong This shirt is
3、of the wrong size.size.There is something wrong There is something wrong with the alarm of my watch.with the alarm of my watch.These leaflets are These leaflets are incorrectly produced.incorrectly produced.The cameras are badly The cameras are badly damaged.damaged.第5页/共62页Listen and answer.1.1.Why
4、 does the customer want to return Why does the customer want to return the shirt?the shirt?2.What does the customer say to 2.What does the customer say to complain?complain?Because the shirt is of the wrong size.Because the shirt is of the wrong size.Id like to have this shirt replaced.Id like to ha
5、ve this shirt replaced.第6页/共62页第7页/共62页Listen and complete.Tim went to the shop toTim went to the shop tohave his watch replaced.have his watch replaced.第8页/共62页Listen and tick.Name of the CustomerTimItem watch alarmProblem something wrong with the alarm something wrong with the belt of the watch ot
6、her:_Time of Purchase this week last week other:_Solution replace refund other:_Customer Signature_TimTim第9页/共62页Tim:Mom:Tim:Ive got to go now.Ill have to go to the shop before work.Whats the matter?Ill have to have my watch replaced because there is something wrong with the alarm.Tim is leaving hom
7、e.Tim is talking to the staff.Staff:Tim:Staff:Tim:Good morning!How can I help you,sir?I bought this watch in your shop but it doesnt work very well.What is the problem?The alarm doesnt work and when I took off the watch yesterday,I found it left a green mark on my wrist.Listen and underline.第10页/共62
8、页Did you wear the watch in the shower,sir?No.I took it off before taking the shower.When did you buy this watch?I bought it one week ago and its still under guarantee.Im very disappointed at its quality.Im so sorry for the inconvenience we have caused you.Would you like a refund?No,Id rather have th
9、e watch replaced please.No problem,sir.Would you please show me your receipt so that I can take down some details?Well get this watch exchanged for you in no time.Thank you.Listen and underline.Staff:Tim:Staff:Tim:Staff:Tim:Staff:Tim:第11页/共62页Look and talk.A:Ill have to have this _.B:What is the pro
10、blem?A:Whats next?_.B:_.第12页/共62页Act and practice.You are a customer.The CD player you boughtlast week doesnt work very well.The radio didntwork and the CD stoppedworking too.You wouldlike a refund.You are the staff of the shop.Make sure youunderstand the problem,check the receipt and agree to give
11、the customer a refund.第13页/共62页Its not what you promised.Its not what you promised.How do you expect us to solve the How do you expect us to solve the problem?problem?Can you provide?Can you provide?Contact us again if you have any other Contact us again if you have any other problems.problems.这与你们承
12、诺的不一致。您希望如何解决呢？您能提供吗？如再有问题请与我们联系。第14页/共62页第15页/共62页Discuss and answer.What would you do in the following situations?Your goods are incorrectly produced.The assembly line breaks down.The customer complains to you.第16页/共62页Dear Mr Smith,Dear Mr Smith,I felt very sorry to read your letter of August 17
13、about the incorrectly produced I felt very sorry to read your letter of August 17 about the incorrectly produced leaflets.Since we have been partners for so long,I have already worked out a leaflets.Since we have been partners for so long,I have already worked out a solution to this problem.solution
14、 to this problem.Thomas R.SmithDrivers Co.3489 Green Ave.Olympia,WA 98502Read and choose.第17页/共62页 First of all,I express my apology for the delayed production.The assembly line First of all,I express my apology for the delayed production.The assembly line of our company broke down so that we couldn
15、t finish it on time.As we have signed of our company broke down so that we couldnt finish it on time.As we have signed the contract,we will pay for your loss.the contract,we will pay for your loss.Secondly,as for the incorrectly produced leaflets,I think there must have been Secondly,as for the inco
16、rrectly produced leaflets,I think there must have been a communication problem between us.We thought that you expected black and a communication problem between us.We thought that you expected black and white leaflets.Were sorry for the mistake and well take all the incorrect leaflets back white lea
17、flets.Were sorry for the mistake and well take all the incorrect leaflets back and produce full color copies for you immediately.Whats more,we will reduce the and produce full color copies for you immediately.Whats more,we will reduce the price by 10%.price by 10%.Read and choose.第18页/共62页 You can d
18、ecide on when and where to take the photos again.Our You can decide on when and where to take the photos again.Our photographer will arrange for you to meet,wherever you want to.photographer will arrange for you to meet,wherever you want to.Sorry again for all the trouble.Hope there will be no more
19、Sorry again for all the trouble.Hope there will be no more misunderstandings.misunderstandings.Thank you for your patience.Thank you for your patience.Sincerely,Richard BrownPresidentRead and choose.第19页/共62页Read and choose.What is the letter for?Making a complaint.Discussing a project with a busine
20、ss partner.Expressing gratitude.Dealing with customers complaint.第20页/共62页Read and complete.ProblemReasonSolutiondelay of productionincorrectly produced leafletsThe assembly line of thecompany broken down.There was a communicationproblem.They thought Mr Smith wanted black and White leaflets.Pay for
21、Mr Smiths loss.Take the incorrectleaflets back and producethe full color leafletsimmediately.Reducethe price for Mr Smith by 10%.第21页/共62页Read and discuss.1)1)We were very disappointed to see the leaflets you We were very disappointed to see the leaflets you produced for our company.produced for our
22、 company.2)2)We expected to get the leaflets on August 10,but you We expected to get the leaflets on August 10,but you sent them to us on August 16.sent them to us on August 16.3)3)The color of the leaflets is not as beautiful as we The color of the leaflets is not as beautiful as we agreed in the c
23、ontract.agreed in the contract.4)4)We expected full color leaflets,but instead,we found We expected full color leaflets,but instead,we found black and white photos in the leaflets.black and white photos in the leaflets.5)5)The delay of 6 days has caused us a big loss.The delay of 6 days has caused u
24、s a big loss.()()()()()()()()()()第22页/共62页第23页/共62页Read and answer.Dear Sir,Dear Sir,We are writing to inform you that the cameras we ordered on July 13 We are writing to inform you that the cameras we ordered on July 13 arrived inarrived in unsatisfactory condition.After examination,we found that 5
25、 unsatisfactory condition.After examination,we found that 5 cameras were badlycameras were badly damaged,obviously because of the poor packing.damaged,obviously because of the poor packing.Therefore,we cannot sell them atTherefore,we cannot sell them at the normal price and suggest that you the norm
26、al price and suggest that you give us a 10%discount.If you cannot accept,give us a 10%discount.If you cannot accept,Im afraid we shall have to Im afraid we shall have to return them for replacement.Hope you understand thatreturn them for replacement.Hope you understand that we expect we expect compe
27、nsation for our damaged pensation for our damaged goods.Yours,Yours,Carl ThomasCarl Thomas第24页/共62页2)If you were the manager,would you agree to give a discount to the customers?Why or why not?_3)If you were the manager,what would you do to avoid such inconvenience to customers in the future?_1)What
28、had happened to the cameras by the time they reached the customers?_The cameras were badly damaged.The cameras were badly damaged.Yes,because the damage brought inconvenience to the customers.Yes,because the damage brought inconvenience to the customers.We may set up some regulations to avoid simila
29、r problems.We may set up some regulations to avoid similar problems.Read and answer.第25页/共62页Read and complete.first of all secondly whats moreBB Bridge Ltd.132 Riverside RoadLondon,EnglandDear Mr Thomas,I am very sorry to learn from your letter of August 15 that the cameras you ordered on July 13 w
30、ere damaged during shipping.第26页/共62页 first of all secondly whats more _,I express my apology for the inconvenience we caused you._,_ as you asked.We _,_ _ to avoid future inconvenience to customers.We regret your need to write to us,and we guarantee the safe delivery of your orders in future.Yours,
31、John BarrettFirstFirstwe agree to give you a 10%discountwe agree to give you a 10%discount have invited the consultant have invited the consultantto give us some suggestionsto give us some suggestionsWhats moreWhats moreSecondlySecondlyRead and complete.第27页/共62页第28页/共62页Ill have to have my watch fi
32、xed because there is something wrong with the alarm.Would you please show me your receipt so that I can take down some details?Since we have been partners for so long,I have already found a solution to this problem.The assembly line of our company broke down so that we couldnt finish it in time.As w
33、e have signed the contract,we will pay for your loss.Grammar focusGrammar focus第29页/共62页I attended an English course so that I could improve my speaking.1He looks tired and sleepy because he stayed up very late last night.3 2Since he cant answer this question,wed better ask someone else.4 3We are he
34、re to tell you the good news.4He got a prize for finding the most mistakes.5Underline and group.Words or Phrases for PurposeWords or Phrases for ReasonSo that?To tell youbecausesincefor第30页/共62页Everybody stayed under the tree.It was very hot last night.1.Jane is very confident about getting this job
35、.She has a lot of work experience.As she has a lot of work experience,Jane is very confident about getting the job.Read and combine.As it was very hot last night,everybody stayed under the tree.第31页/共62页The boy couldnt draw money from the ATM.He forgot the pin.2.Jane is very confident about getting
36、this job.She has a lot of work experience.As she has a lot of work experience,Jane is very confident about getting the job.Read and combine.The boy couldnt draw money from the ATM because he forgot the pin.第32页/共62页Nobody wants to be his partner.He often delays his work.3.Jane is very confident abou
37、t getting this job.She has a lot of work experience.As she has a lot of work experience,Jane is very confident about getting the job.Read and combine.Since he often delays his work,nobody wants to be his partner.第33页/共62页They all passed the exam.They would get the certificate.4.Jane is very confiden
38、t about getting this job.She has a lot of work experience.As she has a lot of work experience,Jane is very confident about getting the job.Read and combine.They all passed the exam,so that they would get the certificate.第34页/共62页Look and complete.“Are you going to the shop again?”“Are you going to t
39、he shop again?”“Yes.Ill have to exchange the MP4 player I bought yesterday.”“Yes.Ill have to exchange the MP4 player I bought yesterday.”第35页/共62页“Im sorry to say but the MP4 player I bought“Im sorry to say but the MP4 player I boughtyesterday doesnt work very well.”yesterday doesnt work very well.”
40、Look and complete.第36页/共62页“May I have a look at your receipt?Ill have to make a record.”“May I have a look at your receipt?Ill have to make a record.”Look and complete.第37页/共62页“Ill have to go to the second floor to get you a new one.Please“Ill have to go to the second floor to get you a new one.Pl
41、ease wait for a moment.”wait for a moment.”Look and complete.第38页/共62页“Thank you for your help.”“Thank you for your help.”Look and complete.第39页/共62页Look and complete.David went to the bookstore today _ _.He asked the staff to exchange the MP4 player for him _.The stuff asked him to show his receipt
42、 _.Then she asked David to wait for a moment _ _.David was very happy and gave thanks to the staff _.because he had to change hisMP4 player because the one he bought yesterday didnt work very well so that she could make a record for she had to go to theSecond floor to get him a new onesince the staf
43、f gave him a lot of help第40页/共62页Vocabulary practiceRead and tick.you may return the product if you are disappointed at it.1 1you cannot return the product if it is cheap.1 2you neednt pay for the service if the product is still under guarantee.3第41页/共62页Read and tick.you should extend an apology to
44、 the staff before making your complaint.4the staff should take down the detailed information of the product.1 5you can ask for a refund if the company agrees to repair the product.1 6第42页/共62页1leave a markleave a markDiscuss and write.2reduce the pricereduce the price4work out a solutionwork out a s
45、olution5ask for a refundask for a refund3sign a contractsign a contractmark shower leave reduce signpay price solution take complaintrefund make work contract asktake a shower6make a complaint第43页/共62页Read and complete.John:John:Mr Green:Mr Green:John:John:Mr Green:Mr Green:John:John:decide on commu
46、nication problem incorrectly producedreduce pay for your loss disappointed atHello.This is John speaking.Id like to talk to Mr Green.Hello.This is John speaking.Id like to talk to Mr Green.This is Green speaking.What can I do for you?This is Green speaking.What can I do for you?Im afraid I have to s
47、ay we are _ the products Im afraid I have to say we are _ the products you sent to us yesterday.you sent to us yesterday.What is the problem?What is the problem?The products are _.We ordered 100 pink T-The products are _.We ordered 100 pink T-shirts this time,but you sent us 150 red ones.shirts this
48、 time,but you sent us 150 red ones.disappointed atdisappointed atincorrectly producedincorrectly produced第44页/共62页decide on communication problem incorrectly producedreduce pay for your loss disappointed atMr Green:Mr Green:John:John:Mr Green:Mr Green:John:John:Mr Green:Mr Green:Im terribly sorry.I
49、think there must be a _ _.Im terribly sorry.I think there must be a _ _.Well take them back and _ the payment for you.Well take them back and _ the payment for you.Some customers have cancelled their order because of the delay of Some customers have cancelled their order because of the delay of the
50、product.the product.Im sorry for that and according to the contract well Im sorry for that and according to the contract well _._.Thats fine.Id like to know when I can get the T-shirts.Thats fine.Id like to know when I can get the T-shirts.You can _ when we send you the T-shirts.You can _ when we se