(
课件网) Unit 4 Reading Revision How can I help you, sir What is the problem I’m so sorry for the inconvenience we have caused you. Would you like a refund Would you please show me your receipt Sentence Patterns: Staff: Customers: I bought ... in your shop... ... (problem) It’s still under guarantee. I’m very disappointed at its quality. I want to have ... replaced. Thank you! Live Show Words Spelling complain v./ complaint n. leaflet apologize [ 'p l d a z] v. apology [ 'p l d ] n. express assembly line [ 'sembl ] contract sign a contract photographer [f t gr f (r)] Words Guessing 1. You helped me a lot, so I want to express(表达) my gratitude to you. 2. The big fire cause a big loss. 3. Congratulations! You can come to work in our company at once. As for your salary(薪水）, you will get the same as other workers. 4. If you want to earn more money, you should reduce the cost(成本). 5. You are the manager, so you should arrange the staff’s job. 6. understand mis ing Patience n. delayed solution deal with expect 期待，期望 解决方式 处理 耐心 延迟的 Reading Dear Mr Smith, I felt very sorry to read your letter of August 17 about the incorrectly produced leaflets. Since we have been partners for so long, I have already worked out a solution to this problem. Thomas R. Smith Drivers Co. 3489 Green Ave. Olympia, WA 98502 First of all, I express my apology for the delayed production. The assembly line of our company broke down so that we couldn’t finish it on time. As we have signed the contract, we will pay for your loss. Secondly, as for the incorrectly produced leaflets, I think there must have been a communication problem between us. We thought that you expected black and white leaflets. We’re sorry for the mistake and we’ll take all the incorrect leaflets back and produce full color copies for you immediately. What’s more, we will reduce the price by 10%. You can decide on when and where to take the photos again. Our photographer will arrange for you to meet, wherever you want to. Sorry again for all the trouble. Hope there will be no more misunderstandings. Thank you for your patience. Sincerely, Richard Brown President Read and choose. What is the letter for Making a complaint. Discussing a project with a business partner. Expressing gratitude. Dealing with customer’s complaint. What problems are the complaints about 1. the delayed production 2. incorrectly produced leaflets Read and complete. Problem Reason Solution delay of production incorrectly produced leaflets The assembly line of the company broke down. There was a communication problem. They thought Mr Smith wanted black and White leaflets. Pay for Mr Smith’s loss. Take the incorrect leaflets back and produce the full color leaflets immediately. Reduce the price for Mr Smith by 10%. Discussion Discuss and choose what Mr. Smith complained in his letter. We were very disappointed to see the leaflets you produced for our compan ... ...
