(新版)汽车专业英语课件：Maintenance Reception

Project8MaintenanceReception12

Project8MaintenanceReception

掌握有关客户投诉（Customer’sComplaint）、维修接待(MaintenanceReception)以及用户反馈(UserFeedback)的相关英语对话的要点知识目标能够用英语进行简单的汽车维修前台接待能够与客户进行简单的维修预约能够与客户用英语处理好投诉

能够与客户进行信息反馈

能力目标3Task1ReplyforCustomers’ComplaintandAnswerReservationPhone

1.Newwordsandexpressions

maintenance

[ˈmeintinəns]n.维修，保养reservation

[ˌrezəˈveiʃən]n.预订；保留complaint

[kəmˈpleint]n.抱怨，诉苦；投诉tire

[ˈtaiə]n.轮胎v.(使)疲劳，(使)厌倦deviation

[ˌdi:viˈeiʃən]n.背离，偏离；偏差，偏向；离题convenient

[kənˈvi:niənt]a.省力的，方便的；近处的，近便的maintain

[meinˈtein]vt.维持；维修，保养inquire

[inˈkwaiə]v.打听，询问，查询makeacomplaint抱怨，投诉wheelalignment车轮定位rundeviation跑偏assoonaspossible尽早，尽快regularmaintenance定期保养知识准备4ReplyforCustomers’Complaint任务实施Dialogue1A:Hello,thisisFord4Sstore,NewCenturyAutomobileCompany.B:Hi,I’mafraidIhavetomakeacomplaintwithyourcompany.A:Oh,I’msorrytohearthat.What’sitabout?B:Mycarwaschangedintonewtiresandcarriedoutwheelalignmenttheotherday.ButIfoundthattheremustbesomethingwrongwiththeangles,becausethefrontwheelsrundeviation.A:Sosorry,weapologizeforcausingyoumuchinconvenience.Ifconvenient,youcoulddrivebacktoourcompany.Wewillcheckitagain.B:OK,howabouttomorrow?A:Noproblem,MayIknowyournameandcarnumber?B:ThisisJohnson,A0168A:I’llmakeanarrangementassoonaspossible.Seeyoutomorrow.B:Thankyou,seeyou.5AnswerReservationPhone任务实施Dialogue2A:Hello,thisisAmy,Fordmaintenancereceptionist.WhatcanIdoforyou?B:Hi,Iwanttohavea10,000kmregularmaintenanceformycar.A:OK,couldyoupleasetellmeyournameandthecarnumber?B:MynameisMike,andthenumberisNB906.A:Pleasewaitamoment.I’minquiringaboutyourcarinformation.Oh,yourcarisFordFocus1.8MT.Youmaintainedyourcarwhenin5,000km.B:Yes,that’sthefirsttime.A:Whenareyougoingtocomehere?B:MayIcomeoveronSaturday?A:Sure,howeveryou’dbettercomeoverbefore5:00p.m.B:Allright.Thankyou.A:Youarewelcome.Bye-bye.6Task2MaintenanceReceptionandUserFeedback

1.Newwordsandexpressionslicense

[ˈlaisəns]n.许可(证)，执照affirm

[əˈfə:m]vt.证实,确认inspection

[inˈspekʃən]n.检查，细看lounge

[laundʒ]n.休息室pad

[pæd]n.垫convenience

[kənˈvi:niəns]n.方便，合宜reliable

[riˈlaiəbl]a.可靠的，可信赖的cashier

[kæˈʃiə]n.出纳counter

[ˈkauntə]n.柜台drivinglicense驾照maintenancemanual保养手册inspectionsheet检查单customerlounge客户休息室brakepad制动块cashiercounter收银台知识准备7

MaintenanceReception

任务实施Dialogue1A:Hello,MissLin.I’mWangWei,theafter-salereceptionist.B:Hi,Mr.Wang.A:Wouldyoupleaseshowmeyourdrivinglicenseandcarmaintenancemanual?B:Yes,hereitis.A:NowIneedtochecktheinsideandoutsideconditionofyourcar.B:OK.Thisway,please.A:Pleaseaffirmtheconditionofyourcarontheinspectionsheet.B:Noproblem.Howlongwillittake?A:Itwilltakeaboutanhour.Youmaygotoourcustomerloungeforarest.B:Howmuchdoesitcost?A:About400RMB.Ifotheritemsneeded,Iwilltellyouintime.B:OK.Thankyou.(Afewminuteslater)8

MaintenanceReception

任务实施A:MissLin,thebrakepadsoftherearwheelswerewornbadly.Isuggestyoushouldreplacethem.B:Allright.Whataboutthecost?A:Totallyitcosts300RMB,including220RMBforthenewbrakepads.B:OK.(Aftertwohours)A:MissLin,themaintenancehasbeenfinished.Pleasefollowmetocheckit.B:OK.Letmecheckthebrakingsystem.Oh,itworksverywellnow.A:Ofcourse,MissLin.Hereisthemaintenancesheet.Ifyouhaven’tanydifferentopinions,pleasesignyournameandtakeittothecashiercountertopayforrepairs.B:Allright.Thankyou.A:youarewelcome.9UserFeedback任务实施Dialogue2A:Hello,thisisAmy,Fordmaintenancereceptionist.I’mcallingtoknowwhethereverythinghasgonewellwithyourcar.B:Hi,thanksalot.Itworksexcellentlyafterbeingrepaired.A:I’mgladtohearyousayso,andIdohopeourservicecouldbringyoumuchconvenience.B:Thankyouverymuchforyourgoodservice.A:It’salwaysourpolicytogivereliableandsatisfactoryservicetoourclients.Couldyoupleasegiveussomeadvicesothatweshouldimproveourservicefurther?B: