情境重现中文模拟.PPT

Week 9 April. 27th 明德 敬业 尚智 敏行 Maintaining Customer Relationship（2）客户关系维护（2） 1 2 Revision 复习 1 How to Deal with the Emergency 如何应对突发事件 2 3 4 Introduction --- Situation Description 导入新课----情境描述 汇报目录 5 Summary and Evaluation 总结与点评 Situational Practice—Effect Checking 情境演练、效果检测 Revision复习 First listen and then read the dialogs about how to solve ATM problems 1） When the Card is Stuck 2）When the ATM is Not Working Probably 3） Answer questions Find out the sentences about comforting customers 1 情景 1 取款机无法正常出钞，客户银行卡上的余额却相应减少，客户感到不满或焦虑，你向客户解释其资金安全性并取得客户的理解。 1） When the Card is Stuck Dialog 1 Duty Manager: M Customer: C Example one: M: Excuse me, what can I do for you? C: Hi, my credit card is （ stuck ） in the ATM, could you help me get it out? M: Your card is stuck in which ATM? And when? C: Last night in the one outside this branch. M: OK, would you please show me your passport and your ATM receipt? C: Here you are. M: I will handle it, please wait a moment. C: OK. M: Is this your card? C: Right, it’s mine. M: Sign your name here please. OK, here is your card and（ passport ）. C: Thank you very much. M: You’re welcome. Good bye. C: Good bye. Example two: M: Hello, can I help you? C: Hi, my card was retained（保持；保留）in the ATM outside. Can you help me? M: Let me see what the problem is. I will call the authorization （授权）center, please wait for a while. C: OK. M: (A moment later) Sorry sir, there is some problem with this card, and our bank have to（keep it for a while ）. C: What is the problem? M: I am afraid this is the order from the （authorization center ）, which has contacted your card issuing organization. （发卡机构） C: Fine, if I won’t withdraw with this card. Could you return the card to me? M: Sorry sir. Cards with suspicious（值得怀疑的） transactions should be kept by the bank and at the disposal（处理，处置） of the issuing bank according to the common practice（惯例） of international credit card organization.（国际信用卡机构）Your （ cooperation ） will be app