城市軌道交通客運(yùn)服務(wù)英語（第二版）課件 1.1Dealing with Complaints投訴處理

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

票務(wù)事務(wù)Part3ServiceInTheConcourse站廳服務(wù)Part4ServiceInthePlatform站臺服務(wù)Part5DisposalofPassenger’sSppecialAffairs

乘客特殊事務(wù)處理Task5.1DealingwithComplaints

投訴處理

Part5DisposalofPassenger’sSppecialAffairs

乘客特殊事務(wù)處理一、UsefulExpressionsMakingaComplaint1.I’mafraidIhaveacomplaint.Thereseemstobesomethingwrongwith(theair-conditioning).

我想投訴。（空調(diào)）有問題。2.Excuseme.I’vegotabitofaproblemhere.Yousee,

(theticketgateistoonarrowforthewheelchairtopass

through).

對不起，我有個問題,（閘機(jī)門太窄了，輪椅無法通過）。3.I’msorrytohavetosaythis,but(you’vemadetoomanymistakesinyourreport).

不好意思，我不得不說，（你的報告里面錯誤太多了）。4.Iwanttomakeacomplaintabout(thelaptopIboughtlastweek)我想投訴（我上周買的筆記本電腦）。MakingaComplaint5.Doyouthinkyoucould(turnyourmusicdown)?

你是否可以（把音量調(diào)小一些）？6.Wouldyoumind(turningyourmusicdown)?

你是否介意（把音量調(diào)小一些）？7.Ifyoudon’tchangeit,I’mafraidI’llhavetoreporttothemanager.

如果你不改的話，恐怕我得向經(jīng)理匯報了。8.Idon’twanttobringthisup,butyoureallycan’tgoonlikethis,youknow.

我不想提這事，但是你真得不能這樣下去了。

ExercisesA.Fillintheblankswiththewordsgiveninthebox.

Thenreadthepassageoutloud.air-conditioningaccessibilitydisableddrenchedstep-freeupgrading

Myname’sLiRan.Iworkatasubwaystation.Today,Idealtwithtwocomplaints.Thefirstpassengercomplainedaboutthe__________onboard.Hesaiditwassohotonthetrainthateveryonewas__________insweat.Ifeltsorryaboutit,andItoldhiman__________projectwasunderway,andhopefullywewouldhaveacoolertrainintwoweeks.ThesecondcomplaintwasmadebytwocollegestudentsfromLondon.Theycomplainedaboutthe__________ofthesubwaystations.Theyfounditinconvenientfor__________peopletotakethesubway.Itooktheircomplaintsseriously,andIthinkweneedtomaketheMetromoreaccessibletoeveryoneandincreasethenumberof__________stations,wherepassengerscangetfromstreettoplatformlevelwithoutusingstairsorescalators,fortheconvenienceofwheelchairusers.

1.blockthedoorway3.eatafullmeal2.turnyourmusicdown4.moveovera________

b________c________

d_________

B.Whatarethemissingwordsineachpicture?Matchthepicturewiththewordsinthebox.Roleplay

A.Workwithyourpartnertocreateadialogbasedonthegivensituation.

SupposeyouareaMetroemployeeandhavetodealwithacomplaintfromapassengerwhotriedtoescapethesecuritycheckbut