V3 - It's All About Service Teacher: GABRIELE

In this lesson you will learn to make a complaint

 

课上内容（Lesson)

 

 

Stingy    adj. 吝啬的，小气的；有刺的；缺乏的

                                      We expect a solution  我们期待一个解决方案

n.   make a complant <

                                      Formal situation  正式场合

                          informal  situation 非正式场合

v.  complan  <

                          We don't expect a solution  

 

词汇（Key Word ）

 

reception desk  接待处，前台

cabin crew 乘务组

scratch n.抓痕；划痕

appliance n. 器具；器械；装置；应用

pollute   vt. 污染；玷污；败坏

environment  n. 环境，外界

cockroach n. [昆] 蟑螂

responsible  adj. 负有责任的，需承担责任的     # responsibility n.责任

annoyance  n. 烦恼；可厌之事；打扰

insult  vt 侮辱，冒犯

relief  /rɪˈliːf/   n.解脱，轻松，宽慰

fatigue /fəˈtiːɡ/  n.疲劳，劳累

face-to-face  adv. 面对面地

complain to sb. about sth.   向某人抱怨某事

 

improve     to make something better                                                                  e.g. What is the best way to improve my English?

misunderstanding     an understanding of something that is not correct             e.g. There is misunderstanding between us in communication.

propose   plan;advise                                                                                          e.g. I propose to spend more time on learning      

compromise  /ˈkɑːmprəmaɪz/    a middle way between two extremes                e.g. People often compromise on marriage

mutual       /ˈmjuːtʃuəl/           people have same sth;                                          e.g. we have mutual habby 

 

 

句型（Sentences）

1. I promise you we'll check the settings and get back to you immediately.  # 我保证

2. I am having problems with my Internet connection    # 我有一些问题

3. Well, yes, but the troubleshooting section was no help   # 完全没有帮助

4. Good.That's what I wanted to hear. # 那正是我想听的

 

* 常用短句

/æz/  As you know, we have a new customer database.       # Giving information that is already common knowledge;

So the purpose  /ˈpɜːrpəs/  of today is for you to start to become familiar with it.    # Explaining what is going to happen    # puropose 目的； famillar  with it  熟悉它

As I said the good news is ...    # Repeating something you have already said

In other words, we should ...    # Explaining something in a different way

 

# dialogue

 

Customers:

I'm calling/phoning/writing to complain about...   我打电话/打电话/写信投诉……

There seems to be a problem with...  似乎……有个问题。

Things are in a mess                  × 用的比较少

I'd like to make a formal complaint  我要正式投诉

Can you  tell me what's happening?  你能告诉我发生了什么事吗?

Could you look into this?  你能调查一下吗?

 

The people who are in charge:

I'm afraid it's not our policy to...  恐怕……不是我们的政策。

I promise you I'll...  我保证我会…

I understand you're upset, but...  我知道你很生气，但是…

We'll do our best to ...  我们将尽力……

We'll find out who is responsilble for this mistake and...  我们会找出是谁犯了这个错误，然后……

 

语法（Grammar）

a. I'm tired. I'm going to bed now.Goodnight!

b. We can go out now. It isn't raining any more.

c. Catherine phoned me last night. She's on holiday in Frnce. She is having a great time and doesn't want to come back.

d. I want to lose weight, so this week I am not having luch.

e. Angela has just started evening classes. She is learning German.

f. I think Paul and Ann have had an argument. The are not speaking to each other.

 

Interjection  感叹词

a part of speech that has no grammatical （符合语法规则的 /ɡrəˈmætɪkl/） connection with the rest of the sentence and simply expresses emotion /ɪˈmoʊʃn/  on the part of the speaker. 词性的一部分，与句子的其余部分没有语法上的联系，只是表达说话人的感情。

Expssing annoyance(烦恼) and anger(愤怒):

Well! You've got some nerve(勇气)!

Oh! I've never been so insulted(侮辱) in my life(我这辈子)! 

 

Expssing disgust( /dɪsˈɡʌst/ 厌恶) or nausea( /ˈnɔːziə,ˈnɔːsiə/ 恶心):

Eww! There's a fly in my soup

 

Used to show relief(表示救济),fatigue（疲劳）,surprise（惊喜）,or disgust（恶心）:

Phew, that took a long time!

 

Expressing hesitation( 犹豫), doubt( 怀疑) or disagreement(n. 不一致；争论；意见不同):

Hmm， I'm not so sure