Part II Listening and Speaking
A: Warming Up
Look at the pictures and work in pairs to discuss the following questions.
1. I can see there are two men arguing. They are not close friends because one man is angry with the other.
2. I can see a woman is complaining to a man. From the text and their facial expressions.
B: Vocabulary and Sentences
I. Listen to the following words and phrases and write down the Chinese meanings.
1. complaint and claim 投诉与索赔
2. customer satisfaction 顾客满意度
3. receive a refund 接受退款
4. a tax refund 退税
5. WCRD (World Consumer Rights Day) 国际消费者权益日
6. file a complaint 进行投诉
7. Claim settlement 理算索赔
8. protect the guests’ right 维护客户权益
9. all-round service 全方位服务
10. service foremost 服务至上
11. settle the guests’ complaints 处理客户投诉
12. customer first 顾客至上
13. legal dispute 法律纠纷
14. full refund 全额退款
15. after-sales service 售后服务
II. Listen and complete the sentences with the right words.
1. We’ll find out the reason soon and give you a reply.
2. We are sorry that the goods you sent us are not the same as the specifications.
3. Our clients expressed their dissatisfaction.
4. They strongly demand that you compensate for the loss.
5. We hope to receive your answer.
6. Would you agree on a replacement?
7. I’m sure everything will be smooth in our future business.
8. We are so sorry for the inconvenience we brought to you in this matter.
9. It seems that the goods get lost on route.
10. How to deal with the wrong goods?
III. Listen to the dialogues and choose the sentences you hear.
Script:
1. —We are so sorry for the inconvenience we brought to you in this matter.
—Well, that’s all right.
2. —We are sorry that the goods you sent us are not the same as the specifications.
—We shipped our goods in conformity with the terms of the contract.
3. —What was our clients’ reaction?
—Our clients expressed their dissatisfaction.
4. —They strongly demand that you compensate for the loss.
—Yes, we shall be responsible for it and compensate for the loss.
5. —We hope to receive your answer.
—We’ll look into it and give you the answer as soon as possible.
6. —Have you found the reason for the delay?
—It seems that the goods got lost on route.
7. —I wish everything will be smooth.
—I’m sure everything will be smooth in our future business.
8. —How to deal with the wrong goods?
—How about selling them at the spot price at your end?
9. —Would you agree on a replacement?
—If there are no other choices, I’d have to.
10. —How long should we wait for your answer?
—We’ll find out the reason soon and give you a reply.Keys: 1. A 2. B 3. B 4. A 5. A
6. B 7. A 8. A 9. A 10. B
C: Process Viewing
Video Episode 1
Script:
(Mr. Smith is making a claim for his lost goods with the customer service officer Eric.)
Eric: Good morning, sir. May I help you?
Mr. Smith: Yes. I’d like to speak to the manager, please.
Eric: I’m sorry our manager has been out. What can I do for you?
Mr. Smith: We are sorry that the goods you sent us are not the same as the specifications of the contract.35 tons is missing.
Eric: You don’t say.
Mr. Smith: As soon as the shipping arrived at our port, we had it checked.
Eric: That’s very strange. 35 tons is not a small quantity and can’t get lost on route. Where can these parts have gone?
Mr. Smith: Our clients expressed their dissatisfaction. They strongly demand that you compensate for the loss.
Eric: We’re sorry for this. We’ll find out the reason soon, and give you a reply immediately.
(史密斯先生正在向客户服务人员埃里克索赔丢失的货物。)
埃里克：上午好，先生。我可以为您效劳吗?
史密斯：是的，我想见你们的经理。
埃里克：对不起，经理出去了，我可以为您做什么呢?
史密斯：我很遗憾，你方运来的货物与合同上的明细单不相符。少了35吨。
埃里克：不会吧。
史密斯：货物一到港口，我们就做了检查。
埃里克：这真奇怪，35 吨不是小数目，在途中是不会丢失的，那么这35吨哪儿去了呢?
史密斯：我们的顾客很不满意，他们强烈要求你方赔偿损失。
埃里克：对此我方深感抱歉，我们会尽快查明原因并给您回复。
Keys:
I. Watch the video episode and decide whether the following statements are true (T) or false (F).
1. F 2. F 3. F
II. Watch the video episode again and choose the sentences you hear.
1. A 2. A
Video Episode 2
Script:
(Eric is talking with his manager Clive Harris about a claim.)
Clive Harris: Have you found out where the lost products are? We must keep track of where they are.Contact our shipping agent to make sure the products are on their way.
Eric: The shipping company said the products haven’t been picked up from the factories yet.
Clive Harris: Are you kidding? Mr. Smith was supposed to receive the shipment two weeks ago! And you’re telling me they still haven’t left the factories! Contact the manufacturer and see what’s holding our order up.
Eric: Well, I did that. And the manufacturer said they had made a mistake when confirming the order.
Clive Harris: Well, he should take responsibility here. How is Mr. Smith? Would he agree on a replacement?
Eric: I have made an appointment with him for you. It will be at 3 p.m. tomorrow.
Clive Harris: OK. Leave it to me.
（埃里克正在和他的经理克莱夫·哈里斯谈论索赔事宜。）
克莱夫·哈里斯：你找到丢失的产品在哪里了吗？我们必须知道它们在哪里。请与我们的货运代理联系，以确保产品已在运输中。
埃里克：运输公司说产品还未从工厂取货。
克莱夫·哈里斯：你在开玩笑吗？史密斯先生本该在两周前收到这批货的！你是说它们还没离开工厂！联系制造商，看看是什么原因。
埃里克：嗯，我联系了。厂家说他们在确认订单时出了问题。
克莱夫·哈里斯：嗯，他应该承担责任。史密斯先生怎么样？他会同意更换吗？
埃里克：我已经为你和他预约了。明天下午3点。
克莱夫·哈里斯：好的。交给我吧。
Keys:
I. Watch the video episode and choose the missing words according to what you hear.
1. We must keep track of where they are.
2. Mr. Smith was supposed to receive the shipment two weeks ago!
II. Watch the video episode again and choose the correct answers.
1. D 2. A 3. D
Video Episode 3
Script:
(Clive Harris is explaining the reason for the lost goods to Mr. Smith and apologising for this matter.)
Clive Harris: Our investigation results tell us that the factory party is responsible for the cargo damage.We are so sorry for the inconvenience we brought to you in this matter.
Mr. Smith: Well, that’s all right.
Clive Harris: The factory party has agreed to compensate for your damage.
Mr. Smith: Thanks. I would like to know the details about the plan of compensation.
Clive Harris: We are going to sent you the rest 35 tons of products as soon as possible. Would you accept to buy them at half price? We’d like to use the payment as our compensation fee.
Mr. Smith: I’m for your idea.
Clive Harris: We are completely responsible for this accident. We promise we won’t make this kind of mistake again.
Mr. Smith: I really appreciate your attitude in this case. And I sincerely hope that everything will be smooth in our future business.
Clive Harris: Please believe me that this is a singular case. I’m sure that everything will be smooth in our future business.
（克莱夫·哈里斯正在向史密斯先生解释丢失货物的原因，并就此事道歉。）
克莱夫·哈里斯：我们的调查结果表明货物损失由厂方负责。对于此事给您带来的不便，我们深表歉意。
史密斯先生：好吧，没关系。
克莱夫·哈里斯：厂方同意赔偿您的损失。
史密斯先生：谢谢。我想知道赔偿计划的细节。
克莱夫·哈里斯：我们会尽快把剩下的35吨产品寄给您。作为补偿，您愿意半价购买这批产品吗？
史密斯先生：我赞成这个主意。
克莱夫·哈里斯：我们对这次事故负有全部责任。我们保证不再犯这种错误。
史密斯先生：我很感激你对此事的态度。我真诚地希望我们今后的生意一切顺利。
克莱夫·哈里斯：请相信我，这是一个特例。我相信我们今后的生意会顺利的。
Keys:
I. Watch the video episode and choose the possible sentences which have the same meanings as the sentences you hear.
1. A 2. B
II. Watch the video episode again and answer the following questions.
1. Because of the cargo damage.
2. Mr. Smith’s company will buy the rest 35 tons of goods at half price.
3. Yes, he does.
Speaking
Omitted.
D: Situational Viewing
Video Episode 4
Script:
(Bob finds there is something wrong with his dish and he calls the waiter.)
Bob: Excuse me! Could you tell me who the cook is?
Waiter: What’s the matter, sir? Is there anything I can help you with?
Bob: Well, as you can see, I ordered a chicken soup and the chicken is not well-cooked.
Waiter: I really apologise for the mistake. Please let me serve you a better dish.
Bob: That’s alright, but you people have been running this restaurant for so long! This is no way to happen here.
Waiter: I’m sorry for this on behalf of my chef.
Bob: I would appreciate if you can replace it with a well-cooked dish.
Waiter: Sure. Thank you for your patience.
（鲍勃发现他的菜有问题，叫来了服务员。）
鲍勃：请问，谁是厨师？
服务员：先生，有什么我能帮您的吗？
鲍勃：嗯，正如你所看到的，我点了鸡汤，但鸡肉没煮熟。
服务员：非常抱歉。我给您换一道更好的菜。
鲍勃：没关系，但你们经营这家餐馆这么久了，怎么会发生这样的事情？
服务员：我代表厨师向您道歉。
鲍勃：如果你能换一道煮熟的菜，我将不胜感激。
服务员：当然。谢谢您的耐心。
Keys:
I. Watch the video episode and decide whether the following statements are true (T) or false (F).
1. T 2. T
II. Watch again and put the sentences in order according to the sequence they are mentioned.
2—1—3
Video Episode 5
Script:
(Bob wants to get a refund in the shopping mall.)
Bob: Excuse me...
Clerk: Yes, sir. How may I be of service?
Bob: I would like to return this coat... Are refunds allowed?
Clerk: Certainly. The customer is always right, and we are here to serve you. Is there a reason that you would like to return it? Are there any problems with our products or services?
Bob: No, no... It was just the wrong size.
Clerk: Would you be interested in an exchange as opposed to a refund? I think I can help you to find the proper size.
Bob: No. I would rather just return it.
Clerk: Sure, no problem. Do you happen to have the receipt?
Bob: Yeah, right here.
Clerk: OK, just a moment, please. Here you are. I need you to sign here, please. And here is your refund. Is there anything else I can help you with?
Bob: No, thank you.
Clerk: You’re welcome. Have a nice day!
（鲍勃想在购物中心退款。）
鲍勃：打扰一下……
职员：是的，先生。我能为您效劳吗？
鲍勃：我想退这件外套……可以退款吗？
职员：当然可以。顾客总是对的，我们随时为您服务。退货有什么原因吗？我们的产品或服务有什么问题吗？
鲍勃：不，不是的……只是大小不合适。
职员：那您是想调换一下还是要退款？我想我能帮你找到合适的尺寸。
鲍勃：不，我还是想退掉。
职员：当然可以，没问题。您带收据了吗？
鲍勃：带了，在这儿。
职员：好的，请稍等。给您，请在这里签名。这是您的退款。还有什么我能帮您的吗？
鲍勃：没有了，谢谢你。
职员：不客气。祝您一天都开心！
Keys:
I. Watch the video episode and choose the correct answers.
1. A 2. B 3. D
II. Watch again and decide whether the following statements are true (T) or false (F).
1. F 2. F
Video Episode 6
Script:
(Bob is calling the front office and making a complaint.)
Clerk: Good evening. Front Office. Can I help you?
Bob: This is Bob Stevenson, Room 1503. I’ve just checked in and I’m not happy with my room.
Clerk: May I know what is wrong?
Bob: The room is smelly and there is someone’s hair on my bed! I didn’t expect such things would happen in your hotel.
Clerk: I’m sorry to hear that, Mr. Stevenson. I’ll send a housemaid to your room at once. She will
bring air freshener and make up the bed again for you. We do apologise for the inconvenience.
Bob: That’s fine. Thank you.
Clerk: You’re welcome, Mr. Stevenson. My name is Jim, and if there is anything else I can do for you,please don’t hesitate to call me.
（鲍勃正在给前台打电话投诉。）
职员：晚上好。这里是前台。有什么可以为您效劳的吗？
鲍勃：我是1503房间的鲍勃·史蒂文森，我刚入住，我对房间不满意。
职员：请问有什么问题吗？
鲍勃：房间有股难闻的气味，我的床上还有别人的头发！我没想到你们酒店会发生这种事。
职员：很抱歉，史蒂文森先生。我马上派一个服务员拿空气清新剂来，并且为您重新整理床铺。我们为给您带来的不便深表歉意。
鲍勃：那很好。非常感谢。
职员：不客气，史蒂文森先生。我叫吉姆，如果还有什么需要我效劳的，请随时给我打电话。
Keys:
I. Watch the video episode and choose the correct answers.
1. D 2. B 3. C
II. Watch the video episode again and answer the following questions.
1. A housemaid.
2. I will ask for another room.
Speaking
Work in pairs to make up a dialogue with your partner according to the following situation.
Suppose you are the front office clerk. How will you deal with the problem that the air conditioner in
your hotel doesn’t work?
Reference:
Clerk: Hello. Front desk.
Bob: Yes. This is Bob Robinson.
Clerk: Hi, Bob. What can I do for you?
Bob: The air conditioner doesn’t work. Could you send someone to fix it?
Clerk: What’s your room number, please?
Bob: 517.
Clerk: Okay. I’ll send someone up right away, sir.
Bob: Oh, thank you kindly.
Clerk: You’re welcome. And if there is anything else I can do for you, please don’t hesitate to call me.