汽车英语4—汽车英语实训篇Dealing With Complaints.ppt

? 2010 Abby ? 2010 Abby 站长站素材 SC.chinaz.COM Module 2 After-sales Service Contents 目录 Situational Practice Workplace in Miniature Secret to Your Success in Career Part I Part I Part I 岗位要求：用标准礼貌的用语接听客户投诉电话和接待客户，仔细 询问客户的问题，做好记录，及时妥当处理客户的投诉。 实训目的：应知：接待客户投诉时所用标准规范的礼貌用语，了解 处理客户投诉办法。 应会： 能用标准礼貌的用语接听客户投诉电话和接待客 户，妥善处理客户投诉。 Project 3 Dealing With Complaints Part I Workplace in Miniature Direction: Watch the video carefully and finish the tasks below. Scene 1 I’m Disappointed in Your Company There’s something wrong with Miss Ross’s new car. She has to make a complaint. Zheng Lingling: Hello. This is Zheng Lingling from Yuanshun Motor Sales Limited Company. Thank you for calling us. What can I do for you? Miss Ross: There’s something wrong with my new car again. I’m disappointed in your car. I have to make a complaint with your company. Zheng Lingling: Could you tell me the problem with your car, please? Miss Ross: The motor’s noise is so loud and the transmission is not smooth. I had it repaired last week, but the same problem occurs only after a few days. Zheng Lingling: Again? Oh, I’m sorry to hear that. However, every car is checked before being sent out. I guess it’s not likely that the same problem occurs. Could you drive your car here and I will send our mechanic to get your car checked right now. If that’s the same problem, we’ll check and repair the car for free. Is that all right? Miss Ross: OK, thank you. Zheng Lingling: You are welcome. I’ll get on to our inspection department and let them guarantee the quality. Chinese for reference 1. Thank you for 为…感谢 2. be disappoint