Unit4-If-you-receive-a-complaint-listening-and-spe

Period1Warm-up&ListeningandSpeakingA’tstartthismorning.Ifyouwereme,whatshouldyoudo?HaveitrepairedWhatshouldyoudo?Whatshouldyoudo?Whatshouldyoudo?ChangeitwithanewoneTrytorefunditMakeaphonecalltocomplainaboutit.①Ihadtowaitinlineforlong②Mosquitoesflewaroundmyheadforwholenight③Nooneservesme④Thecarbrokedown⑤Theroofleaks⑥TheshirtisstainedMatcheachpicturewithcorrectproblems⑤Theroofleaks.③Nooneservesme.⑥Theshirtisstained.①IhadtowaitinlineforlongrtWhat’stheproblem?/Whatreallyannoyhim/her?④Thecarbrokedown.②Mosquitoesflewaroundmyheadforawholenight.’stheproblem?Ifyouweretheparentinthepicture,Whatwouldyoudo?Pre-listeningUnderwarranty’sthemainideaoftheconversation?C.PricingofamachineA.ProblemswithamachineB.Howtouseanewlyboughtmachine.1st-listeningPartADoYouHaveaServiceContract?’swrongwiththelight?A.It’stoobright.B.It’sbroken.C.It’snotbrightenough.4.WhatdoesthecustomerwanttodowiththeTV?A.Changeitforanewone.B.Returnitandgethismoneyback.C.Rentitforfewdays.(Practiceforconsolidation)Exercise1:FastJudgement1.Idemandarefund.()2.Wecanofferapartialrefund.()3.Sendmeareplacement.()4.I’llaskmyboss.()5.You’llhavetopayforthereturnpostage.()6.I’lllookintoit.()CCRRRR’thavethereceipt.Roseisthesalesgirl.Rose:_________________________________?Jim:Iboughtthisshirtyesterday,but_____________________.I’dliketochangeitforanotherone.Rose:Oh,Isee.Wellthen,whichonewouldliketotake?Jim:I’dliketheredone.Rose:Thatwillcostmore.Thebalancewillbe﹩50.Bytheway,___________________________?Jim:Oh,mygod!Iforgotit.Rose:I’msorry._________________________________________.Jim:OK…I’llcometomorrowwiththereceipt.Rose:I’msorryforthetrouble.Goodbye.Ican’tchangeitforyouwithoutreceipt.WhatcanIdoforyou?It’stoosmallforme.Doyouhavethereceipt?:Discussion•I’mafraidIhaveto……•I’msorrytotroubleyou,but…•Excuseme,thereseemstobesomethingwrongwith…•Ican’ttellyouhowsorryIam.•I’msorryaboutthat.•Oh,Iamsorryaboutthat.•I’mafraidwecan’thelpyouatthemoment.We‘llcontactyousoon.•Well,I’mafraidthereisn’tmuchwecandoaboutit.BeingnotsatisfiedwithsthRespondtocomplaints