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ServiceCenterUnit4
Whatkindofroomisitinthepicture?Deluxeking-bedroom
Afterlearningthisunit,you’llbeableto:TransfercallsMakewake-upcallsDealwithinquiries
目录Contents1MindMap2BackgroundInformation3DoingintheScene4ResourceBank5PracticalReading6Project8Self-evaluation7ServiceEtiquette
1MindMap
1MindMapWhataretheservicesprovidedbytheServiceCenter?1.answeringincomingcalls2.transferringcalls3.makingwake-upcalls
2BackgroundInformation
2BackgroundInformationChooseapictureforeachofthefollowingexpressions.ABCD
01servicedirectoryphonecardBackgroundInformation2smartphonetelephonereceiverlandlinephoneoperatorWriteeachofthewordsorexpressionsunderthecorrespondingpicture.telephonereceiversmartphoneservicedirectoryoperatorphonecardlandlinephone
3DoingintheScene
3DoingintheSceneScene1TransferringacallTask1Listentothedialogandfindouthowtheoperatorcommunicateswiththeguest.Goodafternoon.MarriottHotel.ThisisLisaspeaking.HowmayIhelpyou?如果客人不希望接收任何来电，或者只想接收某些来电，可以致总机要求保密服务（confidentialservice）或屏蔽电话服务（screencallservice）。对于保密入住（confidentialstay）的客人，总机不能为其转接任何来电。ServiceTip听力原文TipExcuseme,sir.It’saverybadline.Ican’thearyouclearly.Couldyoupossiblycallback?Couldyouholdonasecond,please?Iwillputyouthrough.I’mafraidnobody’sansweringthecallatthemoment.Wouldyouliketoleaveamessage?
AGreetingtheguestBPlacingthecalleronholdCIdentifyingthecaller’srequestDAskingforthecaller’snameEAskingthecallerifhewantstoleaveamessageFTellingthecallernobodyanswersthecallGTransferringthecallHVerifyingthein-houseguest’sfullnameandroomnumber3DoingintheSceneTask2Listentothedialogagainandputthejobprocedurefortransferringcallsinthecorrectorder.听力原文Scene1TransferringacallCHDGFE
3(Mr.HustoniscallingthehotelinwhichMrs.Hustonisnowstaying.TheoperatorLisaanswershiscall.)
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