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Unit 4 Customer Service
Ⅰ. Listen to the dialogues and choose the best answer to each question. 听对话，选择最佳答案。(20 points)
Dialogue A
What is the request of the gentleman
Have the cell-phone refunded.
Have the cell-phone repaired.
Have the camera repaired.
Dialogue B
What is the lady doing in the dialogue
Make a complaint. B. have a meal. C. Meet the customers.
Dialogue C
What is the man phoning for
To have his mobile phone exchanged.
To have the screen of his mobile phone repaired.
To have his mobile phone refunded.
Why is the man making such a request
Because the package was broken.
Because the screen of the mobile was broken.
Because the mobile phone was exchanged.
Dialogue D
Why was the attitude of the lady
She was angry.
She was exciting.
We don’t know.
What did the lady buy
A shirt. B. A bag. C. A purse.
How did the lady find the bag she bought is a fake one
The label is different.
The bag was in poor quality.
She didn’t find the product code on the official website.
Dialogue E
Maintenance Record
Customer No. 13
Problem The mobile phone__________________
Receipt Yes. No.
Under guarantee Yes. No.
Solution __________________
Time __________________later
Contact information __________________
II. Read the passage and complete the exercises. 阅读并完成练习。 (30%)
Dear Manager:
I am writing to express my frustrations with a recent experience I had at your store. One week ago, I purchased Paws dog food for my pet at store. I was surprised at what happened when I got home and used this bag of dog food.
Since the bag had been on the shelf, I had thought the food was good and acceptable to feed to my pet. I soon realized this was not the case.
After feeding my dog this food, she became terribly ill, vomiting (吐) for hours. I was forced to take her to the vet (兽医). Thousands of dollars later, I realized that it was all because of the dog food. Then I took the parcel and was shocked to find it had long ago expired（过期）. To be exact, it had expired six and a half months prior to the date I made the purchase.
I have been a loyal customer of your Pet World’s since it opened six years ago. I am both bothered and concerned by the fact that expired food was on the shelves of the store, and I am now hesitant（犹豫）to trust the quality of other products at your store. This issue could have affected a number of other pets as well, and I just hope that none of them became as ill as mine did.
I hope to hear back from you about this unfortunate incident. Please contact me as soon as possible via email at XX@.
Yours Sincerely
Mary Jay
What is Jay writing the letter for
To make a complaint
To tell the manager the dog food had expired
To request a refund for the dog food
What was wrong with the dog food
It had already expired. B. It was poisonous. C. It was on the shelf.
When did Jay find the food was expired
When she was shopping in the store.
Before she took his pet to the vet.
After the vet had treated her dog.
Why didn’t Jay check the expiry date when shopping
She was careless. B. She trusted the store. C. She forgot.
Which of the following shows Jay had been buying dog food from Pet World
She complained to the manager about the expired dog food.
She had been a loyal customer since the store opened.
She hoped the manager could solve his problem as soon as possible.
Suppose you were the manager, complete the following memo so that you can deal with the matter.
Memo
Customer John Jay
Contact 6. __________________
Problem 7. __________________
Consequence caused 8. John Jay’s dog __________________ 9. It cost John John __________________ 10. All those who had fed their dogs with the expired dog food may__________________ in the same way.
Suppose you were the manager, Smith, making a telephone to Jay, informing her of your solution. Choose from the following to complete the following dialogue please.
inform you of our solution to the problem
pay for all your loss and offer a 15% discount for all your purchase in our shop in the coming year.
removed all those expired products off shelf.
I made an announcement on our website and contacted everyone of our credit members either by telephone or via email.
I have to say sorry for the inconvenience caused to you.
Jay: Hello, this is Jay speaking.
Smith: Good morning, Jay. This is Smith, manager of Pet World. I’m phoning to 11. __________________.
Jay: That’s good. I’ve been looking forward to it.
Smith: First, 12. __________________. We’ll 13. __________________.
Jay: That’s good. What about your expired dog food
Smith: We have checked all the products in our store and 14. __________________. I can make sure you will never see any expired food on shelf in the future.
Jay: I’m glad to hear that. Have you contacted all the other customers
Smith: 15. __________________.
III. Read the short dialogue and complete the sentences with given words in proper forms. (10%)
W: Hello, this is Feisu Express. Can I help you
M: I’m phoning to 1. _____________. I understand COVID-19 2. _____________ your delivery. My parcel arrived two weeks later than usual.
W: We’re sorry for the inconvenience 3._____________ to you.
M: 4. _____________there is still epidemic situation (疫情), you must 5. _____________our packages are safely delivered.
W: Yes. Anything wrong with your parcel, sir
M: The package is damaged and the mobile phone won’t 6._____________.
W: We’re terribly sorry for that. 7. _____________it is now fault, we can 8. _____________your order. If you still want our product, I can 9. _____________ another _____________. This time it is free of charge.
M: Thank you.
IV. Read short dialogues and complete the sentences with proper words. (20%)
W: After-sale service center. Can I help you
M: I’d like to have my cell phone 1. ____________. It 2. ____________. Even if I 3.____________ it for a whole night, there is still no power.
W: I’m sorry for that. We’ll 4. ____________a cell-phone for you. What’s more, we can give you a 5. ____________.
M: Thank you so much.
M: I’m phoning about the microphone I ordered from your company. The microphone you sent me is a different type thought they look 6. ____________.
W: Really What is your 7. ____________ then
M: I hope you exchange it for the right one and 8. ____________ the price a little What about 10 % off
W: As I 9. ____________ during our last talk, I can give you some discount if you place another order. Though it is not another order, I can give you 10% discount. Are you satisfied with the 10. ____________
M: Yes. I surely will go on ordering from your company.
V. Role play. (30%)
选择一个交互任务，完成口头交际。
根据情景，完成口头交际任务，解决顾客投诉问题。(15%)
学生两人一组，角色扮演。
Student A: female; an employee in the company; a foreigner,
Student B: male; a Chinese customer; an elderly;
Students B bought an iPhone and used it for a month, she restart again and again and now she want to have a refund.
根据情景，帮助解决顾客投诉问题。（15%）
Student A: female; receptionist in a hotel; a Chinese
Student B: male; a traveler; a mid-aged foreigner
Problem: no heating, no hot water, cannot use Wi-Fi
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Unit 4
Transcript:
Dialogue A
W: Can I help you, sir
M: I’d like to have this cell-phone refunded.
W: What’s the problem, sir
M: The camera cannot take pictures.
Dialogue B
M: Good morning, Madame. What can I do for you
W: I’m here to complain about the poor service I received from your company this morning.
M: I’m sorry, but what’s the problem
W: I have been sitting at the table for a whole morning. Other customers all get served except me.
Dialogue C
W: Hello, this is the after-sale service center. What can I do for you
M: I’d like to have my mobile exchanged.
W: What’s the problem, sir
M: I found the screen of the mobile was broken when I opened the package.
Dialogue D
W: Morning. Anything we can do to help you
M: I’m really angry. You know, we have been partners for years. I’ve been a loyal customer of your store.
W: Thank you for your support. I’m sorry. What’s the problem
M: The bag you sent me this time is a fake one, though the label is the same, but I didn’t find the product code on the official website. I request a refund.
Dialogue E
W: No. 13, please.
W: Good morning, sir. What can I do for you
M: I’d like to have my mobile phone repaired. It seems that it won’t charge.
W: OK. We’ll have your mobile phone checked in a minute.
(After ten minutes)
W: I’m sorry for keeping you waiting. It’s the battery. You need to have the battery exchanged.
M: Is it free
W: Have you brought your receipt We’ll make sure it is still under guarantee.
M: Here you are.
W: We’ll have your battery exchanged for free. But we do not have the battery now. Can you wait for two days
M: OK.
W: Your phone number, please.
Ⅰ. Listen to the dialogues and choose the best answer to each question. 听对话，选择最佳答案。
1-7 AAABC BC
won’t charge, √Yes, √Yes, change the battery, two days, phone number
II. Read the passage and complete the exercises. 阅读并完成练习。
1-5 AACBB
6. XX@
7. Expired dog food still on the shelf
8. became terribly ill
9. thousands of dollars
10. be affected
11-15 AEBCD
III. Read the short dialogue and complete the sentences with given words in proper forms.
1. make a complaint 2. delayed 3. caused 4. Even though 5. make sure
6. won’t charge 7. Since 8. refund 9. arrange for 10. charge
IV. Read short dialogues and complete the sentences with proper words.
1.exchanged 2. won’t charge 3. charge
4. exchange 5. 5% discount 6. similar
7. request 8. reduce 9. mentioned 10.solution
V. Role play.
略
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