Unit4IfyoureceiveacomplaintlisteningandspeakingA.ppt

Period1Warm up ListeningandSpeakingA Unit4IfYouReceiveaComplaint CompanyLogo Lead in Topic YesterdayIboughtanewTVset butIfounditcan tstartthismorning Ifyouwereme whatshouldyoudo Haveitrepaired Whatshouldyoudo Changeitwithanewone Trytorefundit Makeaphonecalltocomplainaboutit CompanyLogo Warm up Allkindsofproblemswemaymeetinourlife Ihadtowaitinlineforlong Mosquitoesflewaroundmyheadforwholenight Nooneservesme Thecarbrokedown Theroofleaks Theshirtisstained Matcheachpicturewithcorrectproblems CompanyLogo Theroofleaks Nooneservesme Theshirtisstained Ihadtowaitinlineforlong rt What stheproblem Whatreallyannoyhim her Thecarbrokedown Mosquitoesflewaroundmyheadforawholenight CompanyLogo What stheproblem Ifyouweretheparentinthepicture Whatwouldyoudo Pre listening Underwarranty CompanyLogo While listening C Pricingofamachine A Problemswithamachine B Howtouseanewlyboughtmachine 1st listening PartADoYouHaveaServiceContract CompanyLogo While listening Readtheconversationbyyourselves Thenunderlinesentencesaboutmakingcomplaints CompanyLogo While listening CompanyLogo While listening CompanyLogo While listening 2 What swrongwiththelight A It stoobright B It sbroken C It snotbrightenough 4 WhatdoesthecustomerwanttodowiththeTV A Changeitforanewone B Returnitandgethismoneyback C Rentitforfewdays CompanyLogo While listening 2st listeningListentoandreadfollowingthetape tryingtofindrespondstocomplaints CompanyLogo While listening Facingsomanycomplaints Isthereanyotherexpressionsforyoutorespondtocomplaint CompanyLogo While listening Expressionsonhowtorespondtocomplaints CompanyLogo While listening Practiceforconsolidation Exercise1 FastJudgement 1 Idemandarefund 2 Wecanofferapartialrefund 3 Sendmeareplacement 4 I llaskmyboss 5 You llhavetopayforthereturnpostage 6 I lllookintoit C C R R R R CompanyLogo While listening Exercise2 Workinpairsandcompletethedialogue Ican tchangeitforyouwithoutreceipt WhatcanIdoforyou It stoosmallforme Doyouhavethereceipt CompanyLogo Post listening speaking Groupwork Discussion CompanyLogo Sumup Makingacomplaint Acceptingacomplaint Delayingacomplaint Rejectingacomplaint I mafraidIhaveto I msorrytotroubleyou but Excuseme thereseemstobesomethingwrongwith Ican ttellyouhowsorryIam I msorryaboutthat Oh Iamsorryaboutthat I mafraidwecan thelpyouatthemoment We llcontactyousoon Well I mafraidthereisn tmuchwecandoaboutit Respo