新职业英语1-基础篇-Unit7研究.ppt

To better communicate with a complaining customer, use the following steps to help you handle and solve the problem. Firstly, __________________. Write down any names, dates, and major points of the complaint. Secondly, think twice before ______________. Express your regret for his or her dissatisfaction and any inconvenience he or she may have experienced, but think before you give any promise—because nothing annoys customers more than a broken promise. L-Task 5-1 Listening Speaking Task 5 Listen to the passage twice and fill in the blanks with what you hear. listen and take notes making promises L-Task 5-2 Listening Speaking Thirdly, check the facts. Make sure the customer has given you is correct and work out solutions by yourself. The last step is to offer solutions. When the customer complains, you should always offer him a solution to the problem. If you cannot directly fix the problem, offer him something else to try and keep him satisfied. There are many different types of solutions which could turn a disappointed customer into a happy one, such as, to , refund the money, offer a repair, offer a discount on the next purchase, and the inconvenience caused. the information offer a replacement apologize for Writing Writing Task 1 Task 2 Dear Mr. Benson, of March 12. the computer you bought from us arrived in such poor condition. It might have been damaged during shipment. a new computer as soon as possible. To ensure it reaches you safely, it will be double-packed this time. for the inconvenience it has caused. Yours sincerely, Emily Watson Emily Watson Customer Service Manager W-Task 1 Writing Task 1 Complete the following letter of adjustment with the given expressions. We will send you