城市轨道交通客运服务英语 第3版 课件 Chapter 10 Handle Complaints（4课时）

Chapter10HandleComplaintsOBJECTIVESLearnthevocabulariesandsentencesforhandlingcomplaintsinthesubway.Effectivelyhandlepassengercomplaints.Handlecomplaintscalmlyandskillfully.KnowledgeAbilityMoralityMetroFacilities地铁设备MetroCulture地铁文化ComplementaryReadingListeningandSpeakingExerciseReadingandWritingWarm-upCommunicativeActivityCONTENTSWarm-upAlthoughLilyandWangDongworkhardintheirrespectivepositionsinthesubway,therearestillcomplaintsfrompassengerswhoarenotsatisfiedwiththeirservices.Canyouthinkofwhatpassengerswouldcomplainabout?DialogueAIBelieveYouCanHandleItWellActivity1:Listenandguess.1.WhydoesLilylooksosad?_______________________________________________2.Howtoeffectivelyhandlepassengercomplaints?_

_________________________________

Sheisabittired.Atthispoint,weneedtotakeapositiveattitude.Firstly,listencarefullyandshowconcern.Secondly,becalmandcomfortgently.Thirdly,doagoodjobofexplanation.Fourthly,ensurethatpassengersaresatisfiedwithourcomplainthandlingresults.Mrs.Zhang:Youseemunhappy.Whatisgoingon?Lily:Yeah.I’mabittired.Mrs.Zhang:WhatcanIdoforyou?Lily:Iamunabletorespondtothecomplaintsfrompassengersaboutsubwayfacilitymalfunctions.Mrs.Zhang:Relax,Ibelieveyoucanhandleitwell.Ihavealsoencounteredmanycomplaintsfrompassengersaboutsubwayfacilities,environment,services,andevenunexpectedthingsbefore.Lily:Really?Canyougivemesomeadvice?DialogueAIBelieveYouCanHandleItWellMrs.Zhang:Atthispoint,weneedtotakeapositiveattitude.Firstly,listencarefullyandshowconcern.Secondly,becalmandcomfortgently.Thirdly,doagoodjobofexplanation.Fourthly,ensurethatpassengersaresatisfiedwithourcomplainthandlingresults.Lily:Thankyousomuch.Mrs.Zhang:Themostimportantthingisthatweshouldprovideassistancetopassengersaspolitelyaspossible.Lily:Iwill.Thanksalot.Mrs.Zhang:It’smypleasure.Haveaniceday.DialogueAIBelieveYouCanHandleItWellDialogueAIBelieveYouCanHandleItWellActivity2:Listenagainandtrytofillintheblanks.1.Canyougivemesome

?2.Weneedtotakea

attitude.advicepositiveDialogueAIBelieveYouCanHandleItWellActivity3:Workinpairs.Practicethedialoguewithyourpartner.Activity4:Roleplay.Dialoguewithgivenwords.DialogueAIBelieveYouCanHandleItWellDialogueBAComplaintCallfromanAngryPassengerActivity5:Thinkandanswer.1.Whydoesthepassengermakephonecomplaints?____________________________________________________2.WhatdoesWangDongsuggestforpassengerstodo?____________________________________________________Therechargedyikatongticketdidn'tworkandtheticketofficedidn'thelphimsolvetheproblem.WangDongsuggeststhatthepassengercometothestationwiththeticket,andhewillchecktherecordsandhelpupdatethebalanceoftheticket.ZhangWei:Hello,IamZhangWeiandIhaveastrongcomplainttomake.WangDong:Okay,firstofall,weapologizeforourinadequateservice.Sir,couldyoupleaseexplainthesituationyouhaveencountered?ZhangWei:Yesterday,Iboughtayikatongticketattheticketofficeandrecharged100yuan.Ican’tpassthegatetoday.Itshowedthatthebalancewasinsufficient.Next,Iwenttotheticketofficetoinquiry,buttheydidn’thelpmesolvetheproblem.DialogueBAComplaintCallfromanAngryPassengerWangDong:I’mverysorry.Ipromisethatsuchathingwillneverhappenagain.ZhangWei:WhatshouldIdonow?WangDong:Pleasecometothestationwithyourticket.Iwillchecktherecordsandhelpyouupdatethebalanceoftheticket.ZhangWei:Allright.WangDong:Thankyouforyourcall.Ifyouhaveanyfurtherquestions,pleasefeelfreetocallusimmediately.ZhangWei:Thankyou.Bye.WangDong:

Bye.DialogueBAComplaintCallfromanAngryPassengerDialogueBAComplaintCallfromanAngryPassengerActivity6:Listenagainandtrytofillintheblanks.1.Ihavea

tomake.2.We

forourinadequateservice.strongcomplaintapologizeDialogueBAComplaintCallfromanAngryPassengerActivity7:Workinpairs.Practicethedialoguewithyourpartner.Activity8:Roleplay.DialoguewithgivenwordsDialogueBAComplaintCallfromanAngryPassengerChooseProperWordstoFillintheBlanks

Exercise1.I’ma

tired.(few/bit)

2.Weneedto

apositiveattitude.(have/take)3.Ihaveastrongcomplaintto

.(make/take)4.Ifyouhaveanyfurtherquestions,pleasefeel

tocallusimmediately.(fee/free)5.Iamunableto

tothecomplaintsfrompassengersaboutsubwayfacilitymalfunctions.(respond/responded)6.Iwill

therecordsandhelpyouupdatethebalanceoftheticket.(check/look)7.We

forourinadequateservice.(apologizes/apologize)8.I’ll

thematterforyou.(lookinto/lookto)9.Fourthly,ensurethatpassengersaresatisfied

ourcomplainthandlingresults.(with/on)

ExerciseChooseProperWordstoFillintheBlanks1.I’ma

tired.(few/bit)

2.Weneedto

apositiveattitude.(have/take)3.Ihaveastrongcomplaintto

.(make/take)4.Ifyouhaveanyfurtherquestions,pleasefeel

tocallusimmediately.(fee/free)5.Iamunableto

tothecomplaintsfrompassengersaboutsubwayfacilitymalfunctions.(respond/responded)6.Iwill

therecordsandhelpyouupdatethebalanceoftheticket.(check/look)7.We

forourinadequateservice.(apologizes/apologize)8.I’ll

thematterforyou.(lookinto/lookto)9.Fourthly,ensurethatpassengersaresatisfied

ourcomplainthandlingresults.(with/on)TranslatetheFollowingSentencesintoEnglish1.发生什么事了？2.这是我的荣幸。3.我会为您调查此事的。4.先生，您能说一下您遇到的情况吗？5.首先，我为我们不周到的服务感到抱歉。6.我们应该采取一种积极的态度。7.您有什么麻烦吗？8.我保证以后不会再发生类似的事情。9.恐怕我必须投诉。10.最重要的事情是我们应该尽可能礼貌地为乘客提供帮助。

ExerciseTranslatetheFollowingSentencesintoEnglish1.Whathappened?2.It’smypleasure.3.I’lllookintothematterforyou.4.Couldyoupleaseexplainthesituationyouhaveencountered?5.Firstofall,weapologizeforourinadequateservice.6.Weneedtotakeapositiveattitude.7.Whatseemstobethetrouble?8.Ipromisethatsuchathingwillneverhappenagain.9.I’mafraidIhavetomakeaseriouscomplaint.10.Themostimportantthingisthatweshouldprovideassistancetopassengersaspolitelyaspossible.

ExerciseCommunicationSkills

Communicationisanessentialpartofworkandlife.Weshouldofferhelpfulservicesforthepassengerswhoarenotfamiliarwithsubway.Stationstaffshouldusestandardlanguage,payattentiontothetoneofthelanguage,graspandanalyzethepsychologicalneedsofpassengers.ShowAppreciation

Asweallknow,timeisanextremelypreciousresource.It’simportanttoberespectful.Soyou’dbettergetintothemainpartofyourconversationquickly,andbesuretoexpressyourthanksfortheotherindividual’stime.StayPositive

Takingapositiveattitudeisgoodforproductivecommunications.Theattitudeyoutakeshouldbeconstructiveratherthannegativeorcomplaining.Eventhoughyouwanttoexpressyourconcerns,beingencouragingandkindisthekeyoftheconversation.FocusontheResults

It’simportanttofigureoutwhatresultyouwanttohavebeforeyoustarttheconversation.Knowingyourobjectivehelpsyouleadconversationtotherightdirectionandgettheresultyouwant.

Alwaystrytoendyourcommunicationinafriendlymanner.Weneedtohaveagoodconversationtohelpusresolvetheproblemsorpromoterelationshipsbetweenpeople.Productivecommunicationinvolvesrespects,considerations,awarenessandclarity.Weshouldtrytohaveadirectandkindconversationwithgoodresults.CommunicationSkillsCommunicationSkillsActivity9:Readandanswer.1.Whatcommunicationskillsarementionedinthetext?____________________________________________________2.Whatattitudeshouldyoutakeifyouhavetohandlecomplaints?___________________________________________________Theskillsinclude:usingstandardlanguage、payingattentiontothetoneofthelanguage、graspingandanalyzingthepsychologicalneedsofpassengers、showappreciation、staypositiveandfocusontheresultsWeshouldtakeapositiveattitude.CommunicationSkills1.Listencarefullyandshowyour______.2.Stay______andrational.Neverarguewiththepassengers.Nevertrytoexplainyourself.3._____

_tothepassengersforwhathappened.4.Take______whenevernecessary.5.______thepassengerswhatyouaregoingtodoandwhenyouwilldoitorofferanalternative(选择).6.Take______immediately.Refertoyoursuperior(上级)rightawaywhenevernecessary.7.Followuptomakesuretheproblemis______.8.Askthepassengerstomakesurethattheyare_

_____withtheresult.TheStepsforHandlingPassengerComplaintsActivity10:Readandwrite(Readthefollowingparagraphsandfillintheblankswithproperwords).concerncalmApologizenoteInformactionsatisfiedsolvedDiscussthefollowingtopicsingroupsoffive.Topic1:Duringpeakhours,theticketsellerwassellingtickets.Smithisaforeigner,jumpedaqueuetothewindowandsaidthathisticketcouldnotpassthroughthegate.TheticketsellerstoppedsellingticketsanddealtwithSmith’sproblem.Passengersqueuinguptobuyticketscomplained.Howdoyouhandletheircomplaints?Topic2:It’srainingoutside.Thewaterontheumbrellasofpassengersenteringthestationwettedthesubwayfloor,andanoldwomanslippedandcomplainedthattherewerenoantislipsignsatthesubwaystation.Howdoyourespondtohercomplaint?CommunicativeActivityHandlingPassengerComplaintsintheSubway

Complaintsareaninevitablepartofanypublictransportationsystem,andthesubwayisnotanexception.Asasubwaystaff,itisourresponsibilitytoaddressandresolvethesecomplaintsefficientlyandeffectively.Here’saguideonhowtohandlepassengercomplaintsinthesubway:(1)Listenattentively:Whenapassengerapproachesyouwithacomplaint,givethemyourfullattention.Maintaineyecontactandnodoccasionallytoshowthatyouarelisteningactively.Encouragethemtoexpresstheirconcernsfullywithoutinterruption.(2)Remaincalmandempathetic:Itisessentialtostaycalmandcomposed,regardlessofthenatureortoneofthecomplaint.Rememberthatthepassengersmaybefrustratedorupset,anditisimportanttoempathizewiththeirfeelings.ComplementaryReadingHandlingPassengerComplaintsintheSubway

(3)Apologizesincerely:Regardlessoffault,offerasincereapologytothepassengersforanyinconvenienceordiscomforttheymayhaveexperienced.Thisgestureshowsthatyoutaketheircomplaintsseriouslyandcareabouttheirsatisfactiongenuinely.(4)Gatherrelevantinformation:Askthepassengersforspecificdetailsabouttheincidentstoensureyouhaveaclearunderstandingoftheissues.Documentimportantinformation,suchasthetime,date,subwayline,andanyotherrelevantdetailsthatmightbenecessaryforresol