Unit-4-I’ll-have-to-have-my-watch-replaced!

Unit4ReadingRevision•HowcanIhelpyou,sir?•Whatistheproblem?•I’msosorryfortheinconveniencewehavecausedyou.•Wouldyoulikearefund?•Wouldyoupleaseshowmeyourreceipt?•SentencePatterns:•Staff:Customers:•Ibought...inyourshop...•...(problem)•It’sstillunderguarantee.•I’mverydisappointedatitsquality.•Iwanttohave...replaced.•Thankyou!LiveShowWordsSpellingcomplainv./complaintn.leafletapologize[ə'pɒlədʒaɪz]v.apology[ə'pɒlədʒɪ]n.expressassemblyline[ə'semblɪ]contractsignacontractphotographer[fəˈtɒgrəfə(r)]WordsGuessing•1.Youhelpedmealot,soIwanttoexpress(表达)mygratitudetoyou.•2.Thebigfirecauseabigloss.•3.Congratulations!Youcancometoworkinourcompanyatonce.Asforyoursalary(薪水）,youwillgetthesameasotherworkers.•4.Ifyouwanttoearnmoremoney,youshouldreducethecost(成本).•5.Youarethemanager,soyoushouldarrangethestaff’sjob.•6.understandmisingPatiencen.delayedsolutiondealwithexpect期待，期望解决方式处理耐心延迟的ReadingDearMrSmith,IfeltverysorrytoreadyourletterofAugust17abouttheincorrectlyproducedleaflets.Sincewehavebeenpartnersforsolong,Ihavealreadyworkedoutasolutiontothisproblem.ThomasR.SmithDriversCo.3489GreenAve.Olympia,WA98502Firstofall,Iexpressmyapologyforthedelayedproduction.Theassemblylineofourcompanybrokedownsothatwecouldn’tfinishitontime.Aswehavesignedthecontract,wewillpayforyourloss.Secondly,asfortheincorrectlyproducedleaflets,Ithinktheremusthavebeenacommunicationproblembetweenus.Wethoughtthatyouexpectedblackandwhiteleaflets.We’resorryforthemistakeandwe’lltakealltheincorrectleafletsbackandproducefullcolorcopiesforyouimmediately.What’smore,wewillreducethepriceby10%.Youcandecideonwhenandwheretotakethephotosagain.Ourphotographerwillarrangeforyoutomeet,whereveryouwantto.Sorryagainforallthetrouble.Hopetherewillbenomoremisunderstandings.Thankyouforyourpatience.Sincerely,RichardBrownPresidentReadandchoose.Whatistheletterfor?Makingacomplaint.Discussingaprojectwithabusinesspartner.Expressinggratitude.Dealingwithcustomer’scomplaint.Whatproblemsarethecomplaintsabout?•1.thedelayedproduction•2.incorrectlyproducedleafletsReadandcomplete.ProblemReasonSolutiondelayofproductionincorrectlyproducedleafletsTheassemblylineofthecompanybrokedown.Therewasacommunicationproblem.TheythoughtMrSmithwantedblackandWhiteleaflets.PayforMrSmith’sloss.Taketheincorrectleafletsbackandproducethefullcolorleafletsimmediately.ReducethepriceforMrSmithby10%.DiscussionDiscussandchoosewhatMr.Smithcomplainedinhisletter.1)Wewereverydisappointedtoseetheleafletsyouproducedforourcompany.2)WeexpectedtogettheleafletsonAugust10,butyousentthemtousonAugust16.3)Thecoloroftheleafletsisnotasbeautifulasweagreedinthecontract.4)Weexpectedfullcolorleaflets,butinstead,wefoundblackandwhitephotosintheleaflets.5)Thedelayof6dayshascausedusabigloss.()()()()()OralPracticeLetterPatterns•Dear...,•Para1:Expresstheapology.•Para2:Givethesolution.•Para3:Saysorryagain!•Yours,•......｛Firstofall,...Secondly,...What’smore,...•Pleaseimagine,youareMr.Smithnow,youarewritingthecomplaintletter!•Pleasediscusswithyourpartners.LetterPatterns•Dear...,•Para1:Expressthedisappointment.•Para2:Showtheproblem•Firstofall,...•Secondly,...•What’smore,...•Para3:Ihopetoreceiveyourreply!•Yours,•......SampleDearSir,Wewereverydisappointedtoseetheleafletsyouproducedforourcompany.Firstofall,weexpectedtogettheleafletsonAugust10,butyousentthemtousonAugust16.Secondly,Weexpectedfullcolorleaflets,butinstead,wefoundblackandwhitephotosintheleaflets.What’smore,thedelayof6dayshascausedusabigloss.Wesuggestthatyougiveusa10%discount.Ihopetoreceiveyourreply!Yours,ThomasR.SmithHomework•P61Exercise13Readandanswer.DearSir,WearewritingtoinformyouthatthecamerasweorderedonJuly13arrivedinunsatisfactorycondition.Afterexamination,wefoundthat5cameraswerebadlydamaged,obviouslybecauseofthepoorpacking.Therefore,wecannotsellthematthenormalpriceandsuggestthatyougiveusa10%discount.Ifyoucannotaccept,I’mafraidweshallhavetoreturnthemforreplacement.Hopeyouunderstandthatweexpectcompensationforourdamagedgoods.Yours,CarlThomasThecameraswerebadlydamaged.Yes,becausethedamagebroughtinconveniencetothecustomers.Readandanswer.1)Whathadhappenedtothecamerasbythetimetheyreachedthecustomers?_______________________________________________2)Ifyouwerethemanager,wouldyouagreetogiveadiscounttothecustomers?Whyorwhynot?_______________________________________________•3)Ifyouwerethemanager,whatwouldyoudotoavoidsuchinconveniencetocustomersinthefuture?•_______________________________________________________________Wemaysetupsomeregulationstoavoidsimilarproblems.Readandcomplete.firstofallsecondlywhat’smoreBBBridgeLtd.132RiversideRoadLondon,EnglandDearMrThomas,IamverysorrytolearnfromyourletterofAugust15thatthecamerasyouorderedonJuly13weredamagedduringshipping.__________,Iexpressmyapologyfortheinconveniencewecausedyou.________,_____________________________asyouasked.___________,________________________toavoidfutureinconveniencetocustomers.Weregretyourneedtowritetous,andweguaranteethesafedeliveryofyourordersinfuture.Yours,JohnBarrettFirstofallweagreetogiveyoua10%discountIhavesetupsomeregulationsWhat’smoreSe