unit4-real-life-skill

1.我的丈夫，我和我们的一位女士朋友去你的店里打算买些纪念品。2.在这样的情况下，这名店员的职责要么按照顾客的要求去做，要么她为什么不能遵从（顾客的要求）。MyhusbandandI,andaladyfriendofours,cametoyourshopwiththeintentionofbuyingsomesouvenirs.Insuchasituation,itwastheassistant'sdutyeithertodowhatshewasrequestedtoortoexplainwhyshewasunabletocomply.•相反地，她无礼地装作没听见，走开了，边走边嘟哝着一些难听的话。•我们要求你调查此事，并让这名店员向我们的朋友道歉。Instead,sherudelyturnedadeafeartotherequestandwalkedawaymurmuringsthunpleasant.werequireyoulookintothismatterandhavetheshopassistantapologizetoourfriend.Unit4IfYouReceiveaComplaint•getafax拿到一份传真•L1receiveourlatestorder•收到我们最近的订单•L2foryourreference供您参考•L4scratch[skrætʃ]vt.擦，刮•ascratcheddrawer一个被刮坏的抽屉•brass[brɑ:s]n.黄铜；•L5handle[ˈhændl]n.手柄；V.处理•brassroundhandles黄铜的圆的手柄nickel[ˈnikəl]n.镍；cube[kjuːb]n.立方体nickelcubehandles镍的立方体的手柄APeterisunhappywiththequalityofthehandleshereceivedtoday.HerequiresJaytosendhimthecorrectitemsrightaway.BPeteriscomplainingabouthismostrecentorder.Heisunhappybecausethisisnotthefirsttimehehasreceivedproductswithmistakes.√Whatisprobablyhappening?ThefollowingarepossibleexcusesandexplanationsJaycanprovidetoPeter.Decidewhethertheyareappropriate.1.Itwas'tmyfault;it'sthenewstaffinshipping（运货）.2.Thereisnoexcuse,butitlookslikeyourorderwasrecordedincorrectly.3.Alexmusthaveentered（输入）theorderincorrectly.He'salwaysdoingthat!4.Weshouldhavedouble-checkedbeforewesentyoutheproducts,butitlookstheproductnumberandthedescriptiononyourorderdidn'tmatch.NOYESNOYESWorkingrouptobrainstormpossibleresponsesforJay.ApologyI'mreallysorryaboutthemistakes.Ican'ttellyouhowsorryIam.Iapologyfortheerrormadebyourcompany.Excuse/ExplanationWehavehadproblemswithourcomputers.Thiswascausedbyanmalfunction.OffertoImprovetheSituationWewillsendyoutherightproductsrightaway.Wehavedispatchedthenewitem.Weassureyouthatthiswillnothappenagain.Thiswascausedbyanunexpectedmalfuction.CustomerComplaintRecordDatereceived:Receivedby:Howreceived:()visit()phone()letter()otherClientname:Companyname:Phone:Companyaddress:Fax:Orderdate:Natureofcomplaint(reasonfordissatisfaction):Immediateactiontaken:Furtheractionrequired:MarchJay√FaxPeterFelixFineFurniture(021)55579988PeterisunhappywiththequalityofthehandleshereceivedtodayGivinghimacallrightawayImprovingthequalityofserviceandthequalityoftheproducts