TE选文：客户投诉

学习重点：1 主题词汇 ， 2有趣的表达

标题

1 call sb to account: ask one to explain and justify one's behavior, policy, performance, etc. 责问，清算

2 a customer complaint 客户投诉

P1

1 句型：Nothing is more likely to do A than B

造句：Nothing is more likely to win a woman's favor than flowers.  送花给女生最讨人欢喜

2 go viral 火了

3  blow sth out of proportion 夸大

4 pick up the story 从这里的用法可以推断，pick up （on）a/ the story 的介词on可以省略

5 主题词汇：plucky members of the public 勇敢，heartless corporate Goliath 无情的公司，consumer gripes 抱怨， sabotage a brand's reputation 破坏品牌声誉

P2

1 观点围绕……展开 views of companies are centred on the issues of ....

造句：Views of interpersonal relations are centred on the issue of courage and contribution.

2 表现为 be expressed in sth

3 speak to sth: to address, indicate or signal sth

4 undermine 与前文sabotage 相呼应

5 alike 注意小词的用法，强调也是如此

6 主题词汇：handle customer disputes 解决客户纠纷，rebuild public confidence 公众信任

P3

1 piece 这里指的是事件

2 fruitless complaints 无果的 ，意为 unsuccessful

3 restitution 赔款

P4

1 the corporate culture 公司文化

2 把乘客拖下飞机 drag a passenger off a plane

3 区别 make way for sb/sth 给……腾地儿 与 make way to sth 被……取代

P5

1 thus的位置在must与be 之间，thus我们常常放在句首。这里的用法突出主语，迫使thus让出句首位置。

2 when doing sth 伴随状态

3 good name 好名声

4 也是 as do sth 倒装

造句：Production costs money, as does recycling.

5 call centers 客服中心  职能是 respond quickly to queries and complaints 及时提供咨询、处理投诉

P6

1 however 同样让出句首位置，放在句中

2 one-off complaints 一次性的投诉

P7

1 offer refunds退款

2 pay out 偿付，赔付

P8

1 cushion the blow 缓冲打击to make a bad situation less severe

2 market oneself as doing 自我标榜……

P9

1 have a monopoly on sth 垄断

2 put a tremendous strain on sth 造成压力

3 at a time when 这里强调所处的时刻意义不同

P10

1 go into administration 进入行政托管流程（面临破产）

2 cash squeeze 现金紧缩

3 go bust 破产，倒闭

P11

1 an exercise in sth for sb 某方面的一次演练

2 rule of thumb 经验法则

3 hold oneself to one's promises 信守承诺