城市軌道交通客運服務英語（第二版）課件 1.2 Dealing with Complaints投訴處理

UrbanRailwayTransitOperationandServiceEnglishENTER1.graspthemainwordsandphrases，understandthecorrectexpressionsinthesubwaystation.2.mastertypicalsentencesaboutstationservicework，beabletocommunicatewithpassengersinEnglish.3.BeabletoanswerandexplainrelevantsubwayregulationsinEnglish.TeachingObjectivesCONTENTSPart1StationReceptionEnglish接待用語Part2TicketAffairs

票務事務Part3ServiceInTheConcourse站廳服務Part4ServiceInthePlatform站臺服務Part5DisposalofPassenger’sSppecialAffairs

乘客特殊事務處理

Task1.2DealingwithComplaints

投訴處理

Part5DisposalofPassenger’sSppecialAffairs

乘客特殊事務處理Acceptingacomplaint1.Oh,I’msorryaboutthat.

我很抱歉。2.Ican’ttellyouhowsorryIam.

我真是太抱歉了。3.Iwishithadneverhappened.

真希望這件事沒有發(fā)生過。4.Ohdear,I’mawfullysorry.

噢，我的天，我太抱歉了。5.I’msosorry,Ididn’trealizeit.

對不起，我沒有意識到這一點。Puttingoffacomplaint1.Isuggestyouleaveitwithusandwe’llseewhatwe

cando.

我建議您把東西留在這里，我們會處理。2.Isuggestyouleaveitwithusandwe’llseewhatcan

bedone.

我建議您把東西留在這里，我們會處理。3.I’mafraidthemanager/bossisn’tinatthemoment.

Couldyoucalllater?

恐怕經(jīng)理現(xiàn)在不在。您能否晚些時候再打電話？C.Herearefour

subwaypostersthat

remind

peopleaboutinappropriatesubwaybehavior.Whatis

eachposterdrivingat?Matchtheposterswiththe

sentencesinthebox.1.Pleasebeconsideratetothosearoundyouonthetrain.2.Pleasedonotrushintothetrain.3.Pleaserefrainfromdrunkenbehavior.4.Pleaserefrainfromputtingonmake-uponthetrain.a________

b________c________

d_________B.Usethequestionsbelowtointerview

yourpartner.Thenchangeroles.1.Whichstationdoyouworkat?2.Howmanycomplaintsdoyouhavetodealwithonanaverageday?