国际商务礼仪Unit 28 Etiquett for Complaints（投.pptVIP

Unit Twenty-Eight Etiquette for Complaints（投诉礼仪） Focal Points Customer Complaints Can Improve Business Techniques in Handling Complaints How to Minimize Customer Complaints A. Customer Complaints Can Improve Business (处理好客户投诉提高效益) Words to know unvarnished: 无装饰的，质朴的 unearth: 出土，发掘出 Researchers have unearthed documents indicating her responsibility for the forced adoption of children... 调查人员已经发现了证明她对强制收养儿童事件负有责任的文件。 Fossil hunters have unearthed the bones of an elephant believed to be 500,000 years old. 化石搜集者们发掘出了一具大象骨骼，据信距今已有50万年 troubleshooting:the activity or process of solving major problems or difficulties that occur in a company or government.?发现并修理故障，解决纷争 exasperate: greatly annoyed, out of patience 激怒，恼怒 If someone or something exasperates you, they annoy you and make you feel frustrated or upset.? The sheer futility of it all exasperates her. 它毫无用处，这让她很生气。 n. exasperation Mahoney clenched his fist in exasperation... 马奥尼恼怒地攥紧拳头。 There was a trace of exasperation in his voice. 他的声音听上去有些愤怒。 expedite: speed up the process 加快进展 B. Techniques in Handling Complaints (处理投诉的技巧) Words to know wreck: completely destroy or ruin sth 毁坏；使遇难 He wrecked the garden... 他毁掉了花园。 A coalition could have defeated the government and wrecked the treaty... 联盟本来可以击败政府并毁掉该条约的。 vt 使(船舶)失事；使遇难 The ship was wrecked by an explosion. 这艘船被炸毁了。 ...a wrecked cargo ship. 失事的货船 N-COUNT 可数名词 失事的船只(或汽车、飞机);损毁的建筑 A wreck is something such as a ship, car, plane, or building which has been destroyed, usually in an accident.? The car was a total wreck... 这辆车完全报废了。 N-COUNT 可数名词 车祸；交通事故 A wreck is an accident in which a moving vehicle hits something and is damaged or destroyed.? 【搭配模式】：usu supp N 【语域标签】：mainly AM 主美 He was killed in a car wreck. 他在一场车祸中丧生。 ...the little girl that survived that plane wreck... 在空难中幸存的小女孩 havoc: 大破坏，毁坏 Rioters caused havoc in the centre of the town. 暴乱分子在市中心制造了极大混乱。 plays havoc with给…造成混乱（或破坏 it from continuing or functioning as normal, or