新职业英语 视听说1 Unit 7

1Unit7

CustomerServicesOUTLINEListeningWatchingSpeakingSupplementaryMaterial121212FurtherListening,FurtherWatching1FunTimeFurtherWatching2,FurtherWatching3,TeachingPlan

InClassPeriod1:Listening1→Watching1Period2:Speaking1→Listening2Period3:Watching2(Task1)→ProjectPeriod4:Watching2(Task2)→Speaking2

AfterClassUnitFile+SupplementaryListeningLearningFocusTobuildupthevocabularyaboutprovidingcustomerserviceTogetageneralideaofthebasiccomponentsinservingcustomersTobeawareoftakinggoodcareofvaluedclientsTobeabletomakeandanswerinquiresTolearnhowtomakeopinionsurveysonproductsorservicesTobecompetenttohandlecomplaintsefficiently

Knowledge:

Skills：

Listening1-Task11.Warming-upPracticemakingandansweringinquiries.Thefirstonehasbeengiventoyouasanexample.MakeInquiries1.Wouldyoupleasetellmehowtoopenabankaccount?2.I’mwonderingifIfollowedtherightprocedureforunlockingthesafe.3.Excuseme,couldyoupleaseshowmetherightwaytoourschoollibrary?4.I’mnotsurewhichcolortochoose,couldyoupleasegivemeanysuggestions?Listening1-Task1Practicemakingandansweringinquiries.Thefirstonehasbeengiventoyouasanexample.AnswerInquiries1.Certainly.PleaseshowmeyourIDcardfirst,andthenfilloutthisform.2.I’mafraidyouhavetoinputthepasswordfirst,sir.3.Withpleasure.Justwalkalongthepathwayandmakearightturnatthesecondcrossing.4.I’dloveto.Asyouhavefaircomplexion,Ithinkthisbrightpinkwilllookterrificonyou.1.Warming-upOursupervision

hotline

is2766492.我局的监督电话是2766492。Listening1-Task1Hotlinen.热线Loosenv.放松；使松驰Thoroughly

ad.彻底地Applyv.涂擦；使用HesaysthatTomisa

thoroughlygoodfellow.他说汤姆是个地道的好人。Apply

asmuchforceasisnecessary.需要多大力，就施多大力。Mybeltistootight;Imustloosen

it.我的腰带太紧，我必须放松它。NewWords&ExpressionsMassagev.按摩；揉捏Moisturizev.使湿润A

massagemayrelieveyourbackpain.按摩可能会减轻你的背痛。Moisturize

theair增加空气湿度Listening1-Task12.ExtensiveListeningRoseisansweringaninquiryfromacustomer.Listentotheconversationandtick(√)thecorrectanswertoeachquestion.1.WhydoesthecustomercallRose?☐A.Becausehedoesn’tknowhowtoshave.☐B.BecauseheisnotsatisfiedwithTAFshavingfoam.☐C.BecauseheisnotsureabouttheprocedureforusingTAFshavingfoam.2.IsthecustomerhappywithRose’sservice?Why?☐A.Yes,heis,becauseRoseofferstogivehimsomefreesamples.☐B.Yes,heis,becauseRosegiveshimadetailedexplanation.☐C.No,heisn’t,becauseRoseisrudewhenansweringhisquestions.ScriptListening1-Task13.IntensiveListeningListentotheconversationagainandcompletetheprocedureforusingTAFshavingfoam.Cleanthe1

with2

.Wait3

minutesuntiltheskingetsthoroughly4

.ApplyTAFshavingfoam.5

tomakesurethehairgetsmoisturized.facewarmwatertwoorthreewetmassagethefacealittleScriptListening1-Task14.LanguageSummaryComparethedifferentmeaningoftheitalicizedwordsineachofthesentences.1.Pleasewaittwoorthreeminutesuntilyourskingetsthoroughlywet.2.Hegot

theshampooheorderedlastweek.3.Thecustomergotitchingblotchesoverhisface.4.Jamesgotabadcold.Hashegotbetter?becomesreceivedhadhadbecomeListening1-Task2Matchthefollowingwaystosurveycustomerswiththecorrespondingpictures.doorstepvisit2.mailsurvey3.telephonesurvey1.Warming-upListening1-Task2Occasionallyad.偶尔；间或Whitenv.使白；变白Factorn.因素；要素thinkofdoing考虑做Heisagoodstudentexceptthatheis

occasionally

careless.他是个好学生，只是他偶而有些粗心。Anothersocialfactor

ofsignificanceiseducation.另一个重要的社会因素是教育。Think

of

whatyouare

doing.想想你正在干的事情吧。whiten

one'steeth使牙齿洁白NewWords&ExpressionsListening1-Task2ListentoaconversationbetweenRoseandacustomeranddecidewhetherthefollowingstatementsaretrueorfalse.Thenwritedownthekeywordstosupportyouranswers.RoseismakinganopinionsurveyonTAFproducts.2.Thecustomerisinsuchahurrythathedoesn’tfinishRose’sinterview.FalseThecustomerfinishestheinterviewandgivesRosesomevaluablefeedback.TrueI’mfromtheCustomerServiceDepartmentofTAF.Iwonderifyou’dmindansweringafewquestionsaboutourcompany’sproducts.Script2.ExtensiveListening1.Whoinfluencesthecustomermostastoshopping?☐A.Hisparents.☐B.Hisfriends.☐C.Nobody.2.WhatistheadvantageofTAFtoothpastecomparedwithFlitzproduct?☐A.TAFtoothpasteischeaper.☐B.TAFtoothpastewhitenshisteeth.☐C.TAFtoothpastehasanicepackaging.3.WhydoesthecustomeroccasionallyuseFlitzproductforachange?☐A.BecauseFlitzhasapleasantsmell.☐B.BecauseFlitzmakeshisteethcomfortable.☐C.BecauseFlitzisreasonableinprice.Listening1-Task2Listentotheconversationagainandtick(√)thecorrectanswertoeachquestion.Script3.IntensiveListeningListening1-Task2Comparethedifferentmeaningoftheitalicizedwordsineachofthesentences.4.LanguageSummaryWatching1-Task1Matchthefollowingguests’complaintswiththeclerks’responses.CDBA1.Warming-upWatching1-Task1Itchya.使人发痒的Blotchn.皮肤上的红斑；疹块Investigatev.调查；审查Sourcen.来源原因；出处tooitchy

toendure痒得难熬To

investigateaproblemisindeedtosolveit.调查就是解决问题。Hisconfidencewasasmucha

sourceofStrengthasofdanger.他的信心既是危险的种子,也一样是力量的源泉。Blotchprinting满地印花；底色印花NewWords&ExpressionsWatching1-Task1sofar到目前为止rightaway立即，马上otherthan而不是Sofar,you'realltied.到现在为止，你们不分胜负。Thetruthisquite

otherthanwhatyouthink.事实真相和你想的完全不同。Wearegettingbusy

rightaway.我们马上就动手干。NewWords&ExpressionsWatching1-Task1GloriaiscomplainingtoRoseaboutherproducts.Watchthevideoclipandtick(√)thecorrectanswertoeachquestion.1.WhatisGloria’scomplaintabout?☐A.Acustomerreportedtheterriblesmelloftheproduct.☐B.Acustomerisallergictotheproduct.☐C.Acustomerisnothappywiththeexpensivepriceoftheproduct.2.WhatisRose’sreactiontoGloria’scomplaint?☐A.Sheisangry.☐B.Sheisexcited.☐C.Sheissurprised.Script2.ExtensiveWatchingWatching1-Task13.IntensiveWatchingWatchthevideoclipagainandfillintheblankswithproperwords.RosereassuresGloriathattheirproductshavepassedarigid1beforetheyare2.AsManning’sstorehasbeendoingbusinesswithTAFforalongtime,Gloriahasabsolute3inTAF’sinspectionwork.Rosecannotpromiseacompensationrightawaybecausetheremaybeother4causingallergy.Shewillreportthecasetothe5immediately.inspectionproducedfaithsourcesProductionDepartmentScriptWatching1-Task14.LanguageSummaryWatching1-Task2Decidewhichdepartmentshouldberesponsibleforthefollowingcomplaints.BCDAE1.Warming-upResponsibilityn.责任；职责Interviewern.主持面试者；采访者Reactionn.反应；反作用Individuala.个别的；独特的Acceptfull

responsibility

forone'serror.对自己的的错误负完全责任。Public

reaction

willreinforceit.社会反响会进一步增强它的作用。Aftertheageofaboutthirtytheyabandon

individual

ambition.他们一过三十就放弃了个人的雄心壮志。The

interviewer

haddrivenherintoacorner.面试主持人把她追问得很窘。Watching1-Task2NewWords&ExpressionsWatching1-Task2Lightlyad.轻率地；轻轻地Evidencen.证据；证词Verifyv.证实；核实rmedof把⋯⋯及时通知某人Suchanillegalactshouldnotbetreatedlightly.这样的违法行为不可等闲视之。.Wehadto

verify

thecall.我们必须核实一下电话。Keep

me

informed

(of/aboutwhathappens).有事随时通知我。Itisastatementinconflictwithotherevidence.这一陈述与其他证词不一致。NewWords&ExpressionsWatching1-Task2RoseisdiscussinghowtosolvetheproblemwithDave.Watchthevideoclipandmatchthenameswiththerelatedinformation.1,3Script2,42.ExtensiveWatchingWatching1-Task2Watchthevideoclipagainandtick(√)thecorrectanswertoeachquestion.1.WhatwillDaveandhiscolleaguesdobeforetheymass-produceanewproduct?☐A.Theywilldesignthepackagingoftheproduct.☐B.Theywillconductmanytestsontheproduct.☐C.Theywillconductmanyopinionsurveysontheproduct.2.WhichofthefollowingisNOTDave’ssuggestiontoRose?☐A.Compensatethecustomerfirst.☐B.Askthecustomertostopusingtheproduct.☐C.Askthecustomertoprovideclinicalevidence.Script3.IntensiveWatchingWatching1-Task2Reviewthefollowingsentencesconcerningcomplaintinvestigation.1.We’vereceivedacomplaintfromacustomerwhoreported...2.Beforemassproduction,wehaveconductedmanytests.3.Anyhow,beforethecauseisconfirmedwecan’ttreatitlightly.4.Informthecustomerto...Thenaskhimto...toverifytheresponsibility.4.LanguageSummarySpeaking11.Workinpairs.Reorganizethefollowingsentencesintotherightorderandrole-playtheconversationbetweenaguestandahotelreceptionist.246351Speaking12.Workinpairs.Role-playaconversationbetweenBillyTaylor,whoisconductinganopinionsurveyonpublictransportation,andapassengerinthestreet.Thesurveyshouldinvolvethefollowingaspects.Speaking1-2Sample:A:Excuseme,Sir.MynameisBillyTaylor.IamfromtheCityPublicTransportationCorp.Wouldyouhavetimetoanswerafewquestions?B:Whatisitfor?A:Weareconductinganopinionsurveyonwhetherpassengersarehappywiththecity’spublictransportationsystem.B:Well,inthatcase,Iwouldbegladto.A:Whichpublictransportationdoyouusuallytake,bus,ferryorsubway?B:Iusuallytakethesubway.A:Howoftendoyouuse/takeit?B:Iusesubwayalmosteveryday.A:Doyouthinkthesubwayjourneyisbetterthanbybus?B:Yes,Ithinkso.Atleasttherewillbenotrafficjams.A:Anddoyouthinkthesubwayticketisoverpriced?B:Er...Thesubwayisindeedalittlemoreexpensivethanthebus.Buttakingitsspeedandconvenienceintoconsideration,Ithinktheticketisstillreasonable.A:Thankyousomuch!Youropinionisveryusefultous.Speaking13.Workinpairs.Completeandpracticethefollowingconversationwithyourpartnerinturn.A:Goodmorning,FlitzCo.After-sales.B:ThisisFrankSongfromABCLtd.Iamcallingtocomplainaboutthelatestorder.A:

?B:Weordered100boxesofHerbalShampooamonthago.Butthegoodsarrivedare100boxesofFloraShampoo.A:

?B:Yes,wedo.Iwillfaxthecopyofthecontracttoyounow.What’swrongwithit,Mr.Song?DoyouhaveacopyofthecontractA:

.IwillinformourShippingDepartmentrightawaytoseeifitistheirmistake.B:I’mveryunhappywithyourmistake.

!A:I’msorry,Mr.Song,butwecannotmakeacompensationuntil

.Ihopeyouunderstandthat.B:

?A:I’msuretomorrowmorningwewillgiveyouasatisfyingsolution.Speaking1I’mterriblysorryfortheinconvenienceIdemandsomecompensationimmediatelyweareclearitisourresponsibilityInthatcase,whencanIreceiveyourdefiniteanswerSpeaking14.Workinpairs.AfterreceivingMr.Song’scomplaint,theafter-salesclerkcallstheShippingDepartmenttoconfirmthecauseofthemistake.Role-playaconversationbetweenthem.Theconversationshouldinvolvethefollowingaspects.Speaking1-4Sample:A:Goodmorning,FlitzCo.Shipping.B:Goodmorning.ThisisJanefromafter-sales.Ireceivedacomplaintfromaclient,sayingthegoodshereceivedwerenotwhatheordered.A:Really?Howcouldthathappen?Pleasegivemehiscontractnumber.B:It’sNO.RL34372A:Letmecheck.Oh,I’vefoundtherecord.Yes.Wesent100boxesofHerbalShampootoFrankSongfromABCLtdonJune27th.B:Buthecalledtocomplainthatwhathereceivedwas100boxesofFloralShampoo.A:Thatcan’tbe.IrememberquiteclearlythatIsaw100boxesofHerbalShampoodeliveredfromtheProductionDepartment.DidMr.Songopenthepackagingcarton?B:Hedidn’tsaythat.A:Pleaseaskhimtoopenit.ThepackagingworkersmayhaveusedthewrongcartontowraptheHerbalShampoo.B:Isee.Iwillcallhimnow.A:Keepmeinformedofthelatestdevelopment.B:OK.Iwill.Listening2-Task1Thereareseveralmethodstogetfeedbackfromcustomers.Matchthemwiththeappropriateactions.DABC1.Warming-upListening2-Task1Deservev.值得；应该得到Questionnairen.调查问卷Consumern.消费者；顾客Flavorn.香料；风味deservecongratulation应当受到祝贺Wearerunningyour

consumer

surveynow.我们正在忙你的用户调查表。Itgivesourlittlemealsaneasternflavor.它给我们的便餐增添了一种东方风味。fillouta

Questionnaire填写问卷NewWords&ExpressionsListening2-Task1Shampoon.

洗发剂accordingto根据careabout关心；在意This

shampoo

willcureyourdandruff.这种洗发水可除掉头皮屑。Allyou

care

aboutareyourclothesandyoujewels.你们喜欢的只是服装和首饰。Everythingwent

according

to

plan.一切都按计划进行。NewWords&ExpressionsListening2-Task1Roseispresentingareportoncustomerfeedbackofthelatestproducts.Listencarefullyandtick(√)theproductsmentionedinthereport.Script2.ExtensiveListeningListening2-Task1Listentothereportagainandfillintheblankswiththerelatedpercentage.1.

customersthinkTAFshouldaddmoreflavorstotheShiningToothpaste.2.

customersthinkTAFshouldimprovethebottledesignoftheFloraShampoo.3.

customersthinkTAFshouldprovidemoredetailedinstructionsfortheshavingcream.4.

customersbelievethatexpensiveproductshavebetterquality.54%27%21%75%Script3.IntensiveListeningListening2-Task14.LanguageSummaryListening2-Task2Ifyouareinvitedtoabusinessdinner,howwouldyourespond?Listasmanyexpressionsaspossible.Thefirstonehasbeengivenasanexample.

Acceptance1.Thankyouforasking.It’sverykindofyou.2.That’swonderful.Thanksalot.3.Soundsgreat!WhenamIsupposedtocome?4.I’dloveto!Thankyouforinvitingme.1.Warming-upListening2-Task2Ifyouareinvitedtoabusinessdinner,howwouldyourespond?Listasmanyexpressionsaspossible.Thefirstonehasbeengivenasanexample.

Refusal1.I’dlovetocome,butmybabydaughterissicktodayandIhavetobewithher.2.I’msorryIcan’tmakeitthistime.Thanksanyway.3.Thankyouforasking,butI’mafraidIcan’tcome.Ihavealreadymadeanappointmentwithmydentist.4.Idoappreciateyourasking,butI’monabusinesstripinEuroperightnow.1.Warming-upListening2-Task2RoseiscallinghercustomerRyan.Listentotheconversationanddecidewhetherthefollowingstatementsaretrueorfalse.Thenwritedownthekeywordstosupportyouranswers.(1)RoseinvitesRyantoanafternoonteapartybecauseRyanjustputalargeorderwithTAF.(2)RyangladlyacceptsRose’sinvitation.TrueIthinkIcanmanagetocomeonSaturday.FalseRoseinvitesRyantotheafternoonteapartybecausesheonceinterviewedhim.Script2.ExtensiveListeningListening2-Task2Listentotheconversationagainandtick(√)thecorrectanswertoeachquestion.1.Whenwilltheafternoonteapartybegin?☐A.At3:45Saturdayafternoon.☐B.At3:30Sundayafternoon.☐C.At3:30Saturdayafternoon.2.Whatwilltheguestsdofirstattheteaparty?☐A.Enjoyawonderfuldanceshow.☐B.Watchthepresentationofthelatestproducts.☐C.Receiveaninterviewonthelatestproducts.3.Whatwilltheguestsreceiveasagift?☐A.Thelatestproducts.☐B.Abagofsampleproducts.☐C.Abagofnicetea.Script3.IntensiveListeningListening2-Task2Iwanttoknowwheremyballpenis.Iwanttoknowifitisthebiggesttreehere.Iwanttoknowwhenhewillcome.Iwanttoknowifyouareadoctor.4.LanguageSummaryFurtherListeningListenandfillinthefollowingblanks.Angela:Hello,I’mAngela,I’mthecustomerservicesmanager.Wouldyouliketocomewithmeandcomeandtakeaseatandyoucanexplaintome＿＿＿＿＿＿＿＿＿＿＿＿＿＿＿＿?Alison:Okay,okay,fine.Angela:

CanItakeyourname?Alison:

Yes,myname’sAlison.Angela:Okay.Alison,ifyou’dliketo＿＿＿＿＿＿＿＿＿＿＿＿＿.AsIsaid,IamthecustomerservicesmanagerandI’dliketohelpyou.Iunderstandyouarehavingafewproblems.Wouldyouliketojustexplainfromthebeginningwhat’shappened?Alison:

Well,yes.I’vejustcomebackfromoneofyourholidays.IwenttoCrete,inGreece,gotbacklastweekand＿＿＿＿＿＿＿＿＿＿＿＿＿＿＿.whatactuallyistheproblemmakeyourselfcomfortablethewholethingwasadisasterFurtherListeningAngela:Wouldyouliketojustexplainfromthebeginningwhat’shappened?Alison:Well,yes.Tostartwith,whenwegottotheairportin,inCrete,wehadatwo-hourwaitonthecoach,Ithinktherewasadelayedflightorsomething,and…and…Angela:

…Right,that’squitepossible…Alison:

…Yes…AndIjustcan’tworkoutwhyyoudidn’ttakeustoourhotelandthencomebacktotheairportto＿＿＿＿＿＿＿＿＿＿＿＿＿＿＿＿＿＿＿＿.Angela:

Right,I’msorryforthatwait.Idon’tknowwhattheproblemwas.Youmentionedadelayedflightthere.Asyoucanimagine,youprobablyweren’ttheonlyfamilyonthecoachwaiting,andto＿＿＿＿＿＿＿＿＿＿＿＿＿＿＿totheairportwouldhavebeenalotofextraworkandtheyliketotryandkeepeverybodytogetherwhoaregoingonthesameflight.Icanactuallylookintothatforyou…ferrypeopletoandfromresort

pickupthepeoplefromthedelayedflightListenandfillinthefollowingblanks.Watching2-Task1Matchthewordsintheleftcolumnwiththeappropriatemeaningsintherightcolumn.1.Warming-upWatching2-Task1Claimn.索赔Panicv.惊恐；恐慌Suspectv.怀疑Further更多的；进一步的What'sthedeadlineforclaim?索赔什么时候截止？Canyoupointoutthemanyou

suspect?你能把你怀疑的人指出来吗？Furtherargumentwon’tmakeanyDifference.再辩论下去也不会有什么用。Herbiggestprideisthat,inemergencies,shedoesnot

panic.她最大的优点是临危不乱。NewWords&ExpressionsAssistancen.帮助；援助Hecalledandcalledbutnoonecametohisassistance.他喊了又喊，但没有人来帮忙。Watching2-Task1RoseiscallingGloria.Watchthevideoclipanddecidewhetherthefollowingstatementsaretrueorfalse.Thenwritedownthekeywordstosupportyouranswers.1.RosetellsGloriathatTAFrefusestocompensatethecustomer.2.GloriaisangrywithRose’swayofhandlinghercomplaint.FalseGloriaissatisfiedwiththewayRosehandledthecomplaint.FalseRosetellsGloriatoverifywhoseresponsibilityitisbeforediscussingcompensation.Script2.ExtensiveWatchingWatching2-Task1Watchthevideoclipagainandtick(√)thecorrectanswertoeachquestion.1.AccordingtoRose,whatmaycausethecustomer’sallergy?☐A.Theunusualsmell.☐B.Thenewingredient.☐C.Thenewformula.2.UnderwhatconditionsshallTAFcompensatethecustomer’sloss?☐A.Ifhecanprovideofficialdocumentstosupporthisclaim.☐B.Ifhecanshowhisallergicblotchestosupporthisclaim.☐C.Ifhecanprovidehispersonalidentification.3.WhatdoyouthinkGloriawilldonext?☐A.ShewillremovetheTAFproductsfromtheshelf.☐B.Shewillaskthecustomertostopusingtheproductforthetimebeing.☐C.ShewillhelpthecustomergetcompensationfromTAF.Script3.IntensiveWatchingWatching2-Task1Reviewthefollowingsentences,payingspecialattentiontotheuseofimperativemood.1.Noneedtopanic!2.Remembertoaskhimtostopusingtheproduct.3.Pleasecallmeifyouneedourfurtherassistance.4.LanguageSummaryWatching2-Task2Lookatthefollowingpicturesandtick(√)thosegiftsyouthinkareappropriateforclients.1.Warming-upWatching2-Task2Steadilyad.稳定地；坚固地Efficiencyn.效率；效能Continual连续不断的；持续的falsealarm虚惊一场Hewentonworking

steadily.他继续稳健地工作。The

continual

strainagedhim.持续的过度劳累使他变老了。Hewasthevictimofa

false

alarm.他受了一场虚惊。Efficiency

dependsongoodorganization.高效率依赖于良好的组织。NewWords&ExpressionsWatching2-Task2onthecontrary

相反地alltheway一直；完全地Youmustbetired.

On

the

contrary,Ifellwideawake.你一定很累了。相反,我觉得很清醒。All

the

way

sheponderedherproblem.一路上她都在思索她的问题。NewWords&ExpressionsWatching2-Task2RoseisvisitingGloria.Watchthevideoclipanddecidewhetherthefollowingstatementsaretrueorfalse.Thenwritedownthekeywordstosupportyouranswers.GloriaishappywiththewayRosehandledhercomplaintlastmonth.2.GloriawillcontinuethebusinesswithTAFbecauseRosegiveshersomegifts.FalseTheywillcontinuetheirbusinessbecauseTAFproducesqualityproductsandtheyhaveefficientafter-salesservice.TrueYoureactedveryquicklytothecase.We’repleasedwiththat.Script2.ExtensiveWatchingWatching2-Task2Watchthevideoclipagainandfillintheblankswithproperwords.

ordersatisfiedfalseconfidencevolumeScript3.IntensiveWatchingWatching2-Task2Readaloudthefollowingsentencesconcerningafollow-upvisit.1.I’mheretoseeifyouaresatisfiedwithourafter-salesserviceconcerningyourcomplaintlastmonth.2.Haveyouhadanyothercomplaints?3.So,thereisnoproblemaboutyourorderwithusnextyear?4.Ms.Hodge,here’sagiftforyou,foryourcontinualsupportofourproductsandourdepartment.4.LanguageSummaryFurtherWatching1GreetingyourcustomerswithanintelligentcustomerfrontdoorUnderstandingtheir

.Anticipating

.UsinganymediaordevicetheylikeConnectcustomerstotheright

fortheright___

attheright.

Createsservicedifferentiation.needswhattheywantpersontasktimeWatchthevideoandfillintheblanks.FurtherWatching2Whichcompanyisthisvideoabout?Whatmakesitsuccessful?Howdoesitserveitscustomers?Watchandbrieflyanswerthequestions.FurtherWatching3Whichindustrydoesthisvideotalkabout?Accordingtotheman,whyiscustomerserviceimportantinhisindustry?Watchandanswerthequestions.Ittalksabouthospitalityindustry.It’spartoftheirmarketing.Withoutcustomerservice,theyhavetoconstantlyworktogetpeopleseetheirshoworspendquitealotofmoneyforthis.Speaking21.Workinpairs.Lookattheresultofanopinionsurveyandcompletethefollowingreportorallywithyourpartnerinturn.almostalltheuserssaytheyaresatisfiedwiththefunctionofournewproductabout50%ofthemdon’tseeourdesignasveryattractiveitisveryurgentforustoimproveourbatterybecausenearlytwo-thirdsusersfindthebatteryhasordinaryperformanceweshouldbeproudthatalargemajoritythinkhighlyofourafter-salesserviceSpeaking22.Workinpairs.Role-playaconversationbetweenanafter-salesclerkandavaluedclient.Theconversationshouldinvolvethefollowingaspects.Speaking2-2Sample:A:Goodmorning.ThisisLindaYorkfromNovaAfter-sales.MayItalktoMs.Jay?B:ThisisMs.Jayspeaking.A:Lastmonth,youfilledoutourquestionnaireandmaileditbacktous.B:Oh,yes.Iremembernow.A:Tothankyouforyoursupportforourcompany,we’dliketoinviteyoutoaluncheonatHarbourViewHotelthisweekend.I’mwonderingifyouarefreethisSunday?B:Thankyouverymuchforasking.Iwouldlovetocome.A:I’mgladyoucanmakeit.Wewillbeexpectingyouat12:15p.m.thisSundayonthethirdfloorofHarbourViewHotel.Andyoumaybringaguestwithyou.…Speaking23.Workinpairs.Completeandpracticethefollowingconversationwithyourpartnerinturn.A:Goodafternoon.MayIspeaktoMr.Lamb?B:________.Whoisit?A:Mr.Lamb,thisisRachelFlintfromNovaAfter-Sales.Youcomplainedabout_______________________inthemorning.__________________?B:Sofar,itstillrefusestowork.AndIdon’tseeanysignofimprovement.A:I’mterriblysorryfortheinconvenience.___________________________________________.B:DoIhavetopayforthetechnician’sservice?A:Sinceyouarestillunderwarranty,_____________________________.B:OK.Iamgladtohearthat.A:Ifthereisanythingwrong,____________________.B:Thanks.Iwill.ThisisheabrokenwashingmachineIsitworkingnowWewillsendatechniciantorepairitimmediatelytherepairserviceisfreeofchargepleasegiveusacallSpeaking24.Workinpairs.Role-playaconversationbetweenanafter-salesclerkandaclientbasedonthefollowinginformation.Speaking2-4Sample:A:Ah,MissTan.Nicetoseeyou!Comein,please.B:Nicetoseeyou,too.Mr.Gun.A:It’ssuchapleasuretohaveyouvisitme.B:Thepleasureisallmine.Asyourcompanybeganbusinesscooperationwithourcompany10yearsago,youareourmosttrustedfriendandvaluedclient.A:Thankyouforsayingso!B:Tomorrowisyourbirthday,so,onbehalfofmycompany,Icometodaytosendourbestwishestoyou.A:That’sreallyniceofyoutocomeandseeanoldmaneachyearwithoutfail.…Listening1-Task1(RoseTan,acustomerserviceoperatoratTAF,answersaninquiryfromacustomer.R:RoseC:Customer)R:Goodmorning,TAFcustomerservicehotline.MayIhelpyou?C:Goodmorning.Ihavesomequestionsonyourlatestshavingcream.R:Yes.WhatcanIdoforyou?C:Iusedyourproductyesterday,butmyfacefeltalittleuncomfortableafterwards.Iam