城市轨道交通客运服务英语（第二版）课件 1.2 Dealing with Complaints投诉处理

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

票务事务Part3ServiceInTheConcourse站厅服务Part4ServiceInthePlatform站台服务Part5DisposalofPassenger’sSppecialAffairs

乘客特殊事务处理

Task1.2DealingwithComplaints

投诉处理

Part5DisposalofPassenger’sSppecialAffairs

乘客特殊事务处理Acceptingacomplaint1.Oh,I’msorryaboutthat.

我很抱歉。2.Ican’ttellyouhowsorryIam.

我真是太抱歉了。3.Iwishithadneverhappened.

真希望这件事没有发生过。4.Ohdear,I’mawfullysorry.

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

对不起，我没有意识到这一点。Puttingoffacomplaint1.Isuggestyouleaveitwithusandwe’llseewhatwe

cando.

我建议您把东西留在这里，我们会处理。2.Isuggestyouleaveitwithusandwe’llseewhatcan

bedone.

我建议您把东西留在这里，我们会处理。3.I’mafraidthemanager/bossisn’tinatthemoment.

Couldyoucalllater?

恐怕经理现在不在。您能否晚些时候再打电话？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?