按课堂已讲方向整理的课后复习改进版；内容仅使用本次逐字稿中已经出现的素材、观点和老师示范。
Do you often ask for help in shops or restaurants?
No, I don't really like to ask for help in shops or restaurants. When I eat something or buy something, I need some private space. I don't like staff to follow me around or keep asking me questions.
What kind of service do you think can be considered good service?
I think good service means the staff are warm and helpful, but not pushing. They should make customers feel welcome and be ready to help, but they shouldn't force customers to buy things.
Have you ever had bad service before in a shop or restaurant?
Yes. Once I ate in a restaurant, and the dishes were served very late. It was a little annoying because I waited for a long time, but the problem wasn't really solved, so I just left.
Do you usually complain when something goes wrong?
No, I haven't complained before. When something goes wrong, I usually want to think clearly and find out what the real problem is. I think just complaining is not always useful.
What problems do students often complain about?
I think students often complain about homework. Most students think they have too much homework, so they may feel tired or stressed.
Describe a building you like.
I would like to describe a temple called Yanfu Temple. It is a traditional temple located in my hometown. It takes about one hour to drive there from my home. It is said that the temple was built in the Ming Dynasty, so it has a history of over 400 years.
The building looks very traditional. It has red columns, white walls and a black roof. My grandparents used to take me there on the first day of Chinese New Year, so it is a very memorable place for me.
I also like the atmosphere there. In the yard, you can see many pine trees, and the yard is very clean because the monks sweep the floor all the time. The whole place is peaceful and calm. When I go there, I don't have many thoughts in my mind. It gives me a strong sense of hometown, so I really love this place.
Describe a building you dislike.
I would like to describe an academic building in my school. It was probably built in 2001, and although it is not very old, it already looks pretty old inside. The decoration looks old and aged, and the white walls outside have turned a little gray.
The thing I dislike most is that we need to share the building with students from another private high school. Because everything is shared, there are too many students, but the facilities, space and equipment are very limited. Sometimes we almost have to fight for the things we need for study.
In addition, there is no air conditioning in the classrooms, so it is really hot in summer and really cold in winter. The layout of the building is not well organized, and the hallways are confusing. There is no clear sign or direction, so it is hard to find some classrooms. The building has five floors, but there isn't even an elevator, so we have to climb up and down the stairs. That is exhausting, and I don't like this building at all.
Describe a complaint that you made and you were satisfied with the result.
I would like to describe one time when I made a complaint and was satisfied with the result. It happened in a Mexican restaurant. When I went into the restaurant, the waiter didn't make me feel very welcome.
After I ordered some dishes, the waiter forgot some of the things I ordered. I found another member of staff and told him that I had ordered the dish, but it still hadn't been served. About an hour later, the dish finally came, but it was too salty and even cold. That really annoyed me.
After that, I asked for the manager and made a complaint. I explained that the service was slow, one dish was forgotten, and the food was not good enough. In the end, the manager gave me a refund, so I was satisfied with the result.
Why do people make complaints in our daily life? What are the common reasons?
I think people may complain when something goes wrong but they cannot change it by themselves. For example, if the service is too slow, the staff are not helpful, or the product is not good enough, people may complain because they want the problem to be solved.
What kind of complaints are common in stores?
Common complaints in stores are usually about products and service. Some products may not be good enough, or the staff may have a bad attitude. Sometimes the staff do not know enough about their products, so they cannot answer customers' questions. Also, when a store is closing, some staff may rush customers, and that can make people unhappy.
Should companies always say sorry to customers?
No, I don't think companies should always say sorry. If the company did something wrong, such as rushing customers or providing bad service, they should apologize. But if some customers have unreasonable requirements, the company does not need to say sorry for everything.
Is it better to complain face-to-face or online?
I think complaining face-to-face is usually better. Complaining online may just show anger, but complaining face-to-face gives people a chance to talk about the solution. If both sides can talk directly, the problem may be solved more quickly.
Do you think customer service in your country is better now compared to the past?
Yes, I think customer service is better now than in the past. In the past, the Internet was not so developed, but today people can complain online if a company does something wrong. To prevent these complaints, companies pay more attention to service. Also, employees today often have better training.
Describe a time when you broke something.
I would like to describe a time when I broke my smartphone in a subway station. It happened after school, when I decided to go back home by underground.
The Internet in the subway station was not very good. When I tried to take the underground, I had to scan a QR code, but I clicked it many times and the QR code still didn't show up. I was already very angry. Then I heard the sound of the train coming into the station. When I finally got through the gate, the train slowly stopped and then left.
At that moment, I was so angry with my phone that I threw it away, and it broke. When I got home, I told my parents that my phone was broken. They said it didn't matter and gave me another phone, but I think breaking something just because of anger is not good. It is a waste of money, and when you calm down, you may regret it. It is better not to make decisions when we are extremely angry.
Why do people repair things instead of buying new ones?
People repair things instead of buying new ones for different reasons. Some things have special meaning, like keepsakes, so people do not want to throw them away. Some things are one of a kind, and people cannot buy the same one again. Also, some people enjoy fixing things because they get a sense of satisfaction when they repair something.
Are young people good at fixing things?
Yes, I think young people can be good at fixing things because they may learn new things faster. For example, I once fixed my electric guitar. One of the connections came loose, so I opened it up, searched online for how to fix it, and soldered it back. It only took about ten minutes, and I didn't spend any money.
Should schools teach basic repair skills?
I don't think schools have to teach basic repair skills. I think school is mainly a place for academic knowledge. If schools teach academic knowledge well, students may have more time after school to learn practical skills in their daily life.
Describe a promise you made to someone.
I would like to describe a promise I made to my dad. It happened after I broke my smartphone in a subway station. I was angry because the QR code on my phone did not show up, and I missed the train. At that moment, I threw my phone away and broke it.
After I calmed down, I realized it was not worth it. It was a waste of money, and I regretted making such a bad decision just because I was angry. So I made a promise to my dad. I promised him that in the future, no matter how angry I became, I would not make a bad decision immediately.
I told him that I would give it thirty minutes. I would sit down for thirty minutes before I said anything or did anything. I think this is a good promise because it can help me control my emotions and avoid wasting money again.
Why is it important to keep promises?
It is important to keep promises because promises can improve relationships between people. If someone makes a promise and keeps it, other people will think he is trustworthy. Also, keeping a promise to yourself can make you more confident, because it shows that you can do what you planned to do.
Do children understand the concept of promises?
I think it depends on the child. Some children are well taught by their parents, and their parents explain what a promise means. These children may understand promises better because they practice keeping them. But if a child never talks about promises with parents or teachers, he may not really know what a promise means.
What happens when people break promises?
When people break promises, they become less trustworthy. If it only happens once and they explain the reason or apologize, the relationship may not change a lot. But if they break promises many times, people will start to lose trust in them, and that can be a really bad thing.