铁路客运服务英语课件 Unit 15

Unit15

HandlingComplaintsContent12345SectionA:Startingout

SectionC:PassageReading

SectionD:ExpandingView

SectionE:Self-evaluationSectionB:ListeningandSpeakingSectionA:StartingoutInquiryOffice/InformationOfficeNewsmediaHotlineoperator LettersLookatthefollowingsignsofcomplaintchannelsandtrytoguesswhattheyare.SectionA:StartingoutLookatthefollowingsignsofcomplaintchannelsandtrytoguesswhattheyare.1.Newsmedia2.Letters3.InquiryOffice/InformationOffice4.HotlineoperatorSectionA:StartingoutLookatthefollowingsignsofcomplaintchannelsandtrytoguesswhattheyare.SectionB:ListeningandSpeaking123Conversation1

Conversation2Conversation3SectionB:ListeningandSpeakingConversation1Whatproblemdidthepassengerfirstmentiontotheconductor?

Thepassenger‘sseatisbroken,andit'sbeenextremelyuncomfortableforthepastfewhours.2.Whatsolutiondidtheconductorprovidetoresolvethepassenger'scomplaintaboutthebrokenseat?Checkingtheirseatingavailabilityandfindingabetterseatforthepassengerrightaway.Activity1:Listenandanswer

Conversation11.My

,andit'sbeenextremelyuncomfortableforthepastfewhours.2.

I’vefoundavacantseatin

,row

,seat

.It’smuchmorecomfortable.I’llassistyouwithmovingyourluggage.Pleasefollowme.

.Activity2:Listenagainandfillintheblanks

seatisbrokencarriage512AConversation1Workinpairs.Readtheconversationatleasttwice,changingroleseachtime.Activity3:Workinpairs

Conversation1P:Excuseme,conductor?IneedtospeakwithyouaboutaproblemI'mhaving.C:Ofcourse,howcanIassistyou?P:Myseatisbroken,andit'sbeenextremelyuncomfortableforthepastfewhours.C:Iapologizeforthatinconvenience.Letmecheckourseatingavailabilityandfindabetterseatforyourightaway.(Afteramoment)C：I’vefoundavacantseatincarriage5,row12,seatA.It’smuchmorecomfortable.I’llassistyouwithmovingyourluggage.Pleasefollowme.P:Thankyousomuch.Iappreciateyourhelp.Conversation1Equipmentfailure,passengerscan’tgetthroughthegate.Activity4:MakeupyourowndialogueConversation2Whatproblemdidthepassengerencounterwiththeairconditioningonthehigh-speedtrain?

Itdoesn'tseemtobeworkingproperly.It'sblowingair,butit'snotcold.2.Whatsolutiondidtheconductoroffertoaddresstheairconditioningissue?

Hewouldcontacttheirmaintenanceteamtocomeandfixit.Activity1:Listenandanswer

Conversation21.It's

,butit's

.Itfeelslikeit'sjustcirculating

.2.I'llneedtocontactour

tocomeandfixit.Iapologizeforthe

.Activity2:Listenagainandfillintheblanks

blowingairroomtemperatureairmaintenanceteamtoinconveniencenotcoldConversation2Workinpairs.Readtheconversationatleasttwice,changingroleseachtime.Activity3:Workinpairs

Conversation2P:Excuseme,conductor.There'sanissuewiththeairconditioninginmyseatarea.Itdoesn'tseemtobeworkingproperly.C:Oh,I'msorrytohearthat.Canyoudescribewhat'shappening?Isitnotblowingairatall,oristheairnotcoldenough?P:It'sblowingair,butit'snotcold.Itfeelslikeit'sjustcirculatingroomtemperatureair.

C:Iunderstand.I'llcheckthecontrolpanelforyourseatareaandseeifthere'sawaytoadjustit.Sometimesthesettingscangetchangedaccidentally.(Afteramoment)C：Itlooksliketheremightbeaproblemwiththeairconditioningunititself.I'llneedtocontactourmaintenanceteamtocomeandfixit.Iapologizefortheinconvenience.P:Thankyou.Ihopeitcanbefixedsoon.It'squitewarminherewithoutproperairconditioning.C:Iunderstandyourdiscomfort.I'llmakesuretoprioritizethisissueandgetitresolvedasquicklyaspossible.Ifyouneedanythingelseorifitgetstoouncomfortable,pleaseletmeknow.Conversation2Apassengerisquitedisappointedwiththefoodservice.Activity4:MakeupyourowndialogueConversation31.Whatissuedidthepassengerreporttotheconductorabouttheirseat?Theleverjustdoesn'tseemtobeworking.It'sstuckintheuprightposition.2.Whatdidtheconductorofferthepassengerasanapologyfortheinconveniencecausedbytheseatissue?

Acomplimentarydrinkandsnackfromthecafécar.Activity1:Listenandanswer

Conversation31.It'snot

properly.Theleverjustdoesn'tseemtobeworking.It'sstuckinthe

.2.Icanofferyou

fromthecafécarasanapologyfortheinconvenience.Activity2:Listenagainandfillintheblanks

reclininguprightpositionacomplimentarydrinkandsnackConversation3Workinpairs.Readtheconversationatleasttwice,changingroleseachtime.Activity3:Workinpairs

Conversation3P:Excuseme,conductor?Iseemtobehavinganissuewithmyseat.It'snotrecliningproperly.C:Oh,I'msorrytohearthat.Letmetakealook.Whichseatareyouin?P:It'sseat12F.Theleverjustdoesn'tseemtobeworking.It'sstuckintheuprightposition.C:Isee.Sometimestheseleverscangetabitstiff.Letmetryitforyou.(Triesthelever)Hmm,itdoesseemtobestuck.I'mreallysorryaboutthis.P:It'squiteuncomfortableforsuchalongjourney.Isthereanythingyoucandotofixit?C:Absolutely,we'llgetitsortedforyou.I'llneedtogetoneofourtechnicianstocomeandhavealook.Unfortunately,they'renotavailableatthisexactmoment,butI'llmakesuretheycomeassoonastheycan.Conversation3P:Thatwouldbegreat.Doyouhaveanestimateonhowlongitmighttake?C:Theyusuallyrespondwithinthenext30minutesorso.Inthemeantime,Icanofferyouacomplimentarydrinkandsnackfromthecafécarasanapologyfortheinconvenience.P：That'sverykindofyou.I'lltakeacoffee,please.Thanksforyourhelp.C：You'rewelcome.I'llgetthatcoffeeforyourightaway,andI'llkeepyouupdatedontheprogressoftherepair.Ifyouneedanythingelseinthemeantime,justletmeknow.‌P：Thankyousomuch.Iappreciateit.C：It'smypleasure.We'llhavethisresolvedforyouassoonaspossible.Conversation3Apassengercomplainedthattherewasn'tenoughluggagespaceandhadnoplacetoputtheirluggage.Activity4:MakeupyourowndialogueWordsandphrases

Activity3:Workinpairs.extremely/ɪkˈstrimli/adv..及其；非常；极端availability/əˌveɪləˈbɪlᵻdi/

n.可用性；有用性；使用价值properly/ˈprɑpərli/adv.适当地;正确地;恰当地describe/diˈskraɪb/v.描述；形容blow/bloʊ/v.吹circulate/ˈsərkjəleɪt/v.循环controlpanel

控制面板;控制盘setting/ˈsɪm(ə)lər/n.调节；设置；设定accidentally/ˌæksəˈdɛn(t)li/adv.意外地；出其不意地maintenance/ˈmeɪnt(ə)nən(t)s/n.维护；维修；保养fix/fɪks/v.修理、安装prioritize/praɪˈɔrəˌtaɪz/v.优先处理recline/riˈklaɪn/v.(使座椅靠背)向后倾;向后倚靠stick/stɪk/v.（在某物中）卡住，陷住，动不了upright/ˈəpˌraɪt/adj.垂直的technician/tɛkˈnɪʃən/n.技师estimate/ˈɛstəˌmeɪt/v.估计complimentary/ˌkɑmpləˈmɛn(t)əri/adj.

免费的；赠送的SectionC:PassageReadingSectionC:PassageReading

Usually,acomplaintprocessinghastogothroughfourstages.Theyarecomplaintacceptance,investigation,solutionandserviceimprovement.Complaintacceptancereferstothecollectingandcollatingprocessofcontentanddetailedinformationaboutpassenger’sdissatisfactionandclaims.Onlythroughtheinvestigationofthetruthandcleardistinctioncancomplaintsbehandledjustly.Complaintresolutionincludestwoparts.Oneistorespondtothepassengerinquestionafterinvestigation.Theotheristodevelopamoreeffectivesolutionuntilthepassengerinquestionissatisfied.Thecoregoalofcontinuousimprovementistoimprovethequalityofserviceproductsandeffectivenessofhandlingcomplaints.Wordsandphrases

Activity3:Workinpairs.acceptance/əkˈsɛpt(ə)n(t)s/

n.接纳resolution/ˌrɛzəˈluʃən/

n.解决effective/iˈfɛktɪv/adj.有效的investigation/ᵻnˌvɛstəˈɡeɪʃən/n.调查referto

关于distinction/dəˈstɪŋ(k)ʃən/n.区别1.inwhatcondition在什么情况下2.knockout使无效3.respondto回应4.besatisfied感到满足5.thecoregoalof核心目标ExercisesTermstranslation

ExercisesSentencestranslation1.Letmecheckourseatingavailabilityandfindabetterseatforyourightaway.让我查一下有没有座位，马上给您找一个更好的座位。2.I'llmakesuretoprioritizethisissueandgetitresolvedasquicklyaspossible.我一定会优先处理这个问题，并尽快解决。3.I'llkeepyouupdatedontheprogressoftherepair.

我会随时向你汇报维修的进展情况。4.Onlythroughtheinvestigationofthetruthandclear.只有通过调查才能把真相弄清楚。SectionD:ExpandingViewGaoMingwei:RootedintheStation,GuardingtheSafetyofthePublicAtNanningEastRailwayStation,GaoMingweidriveshis‘MingweiMobileServiceVehicle’efficientlythroughthebustlingwaitingareasandbetweenthe24ticketgates.Intermsofordermaintenanceandcrimeprevention,heremainsvigilantatalltimes,safeguardingthesafetyandwell-beingoftravelersontheirjourneys.Overthespanofmanyyears,GaoMingweihasfacilitatedthejoyfulreunionsofover260lostchildrenandelderlyindividualswiththeirfamilies,promptlyarrangedmedicalassistanceformorethan300passengersindistress,effectivelymediatedover400disputesamongtravelers,andapprehendedover200fugitives.Since2017,hisdedicationhasledtothesuccessfulhandlingofover300administrativecasesandmorethan50criminalcases.Duringhis20-yearcareerinlawenforcement,GaoMingweihasconsistentlyvieweditashismissiontoassistandprotectasmanytravelersaspossible,silentlyguardingthepeaceandsecurityofthestation.Wordsandphrases

Activity3:Workinpairs.bustling/ˈbəs(ə)lɪŋ/

adj.繁忙的vigilant/ˈvɪdʒələnt/adj.警觉的vehicle/ˈviək(ə)l/

n.交通工具facilitate/fəˈsɪləˌteɪt/v.促进；促使reunion/riˈjunjən/

n.团聚；团圆distress/dəˈstrɛs/n.痛苦mediate/ˈmidiˌeɪt/

v.