城市轨道交通客运服务英语3.投诉处理3.2投诉处理.pptxVIP

Urban Railway Transit Operation and Service EnglishENTERTeaching Objectives1. grasp the main words and phrases，understand the correct expressions in the subway station.2. master typical sentences about station service work，be able to communicate with passengers in English.3.Be able to answer and explain relevant subway regulations in English.CONTENTS Part 1 Station Reception English 接待用语 Part 2 Ticket Affairs 票务事务Part 3 Service In The Concourse 站厅服务 Part 4 Service In the Platform站台服务 Part 5 Disposal of Passenger’s Sppecial Affairs 乘客特殊事务处理Part 5 Disposal of Passenger’s Sppecial Affairs 乘客特殊事务处理 Task 1.2 Dealing with Complaints 投诉处理 Accepting a complaint 1. Oh, I’m sorry about that. 我很抱歉。2. I can’t tell you how sorry I am. 我真是太抱歉了。3. I wish it had never happened. 真希望这件事没有发生过。4. Oh dear, I’m awfully sorry. 噢，我的天，我太抱歉了。5. I’m so sorry, I didn’t realize it. 对不起，我没有意识到这一点。Putting off a complaint 1. I suggest you leave it with us and we’ll see what we can do. 我建议您把东西留在这里，我们会处理。2. I suggest you leave it with us and we’ll see what can be done. 我建议您把东西留在这里，我们会处理。3. I’m afraid the manager/boss isn’t in at the moment. Could you call later? 恐怕经理现在不在。您能否晚些时候再打电话？C. Here are four subway posters that remind people about inappropriate subway behavior. What is each poster driving at? Match the posters with the sentences in the box.1. Please be considerate to those around you on the train.2. Please do not rush into the train.3. Please refrain from drunken behavior.4. Please refrain from putting on make-up on the train.a ________ b ________c ________ d _________Role playB.Use the questions below to interview your partner. Then change roles.1. Which station do you work at?2. How many complaints do you have to deal with on an average day?3. What are the top three complaints that passengers usually make? How do you deal with them?