【商务英语课件】Unit-10--Complaints-and-Claims.pptx

【商务英语课件】Unit-10--Complaints-and-Claims.pptx

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Unit 10 Complaints and Claims Teaching Objectives:? Understand how to make effective complaints and claims;? Handle complaints and claims; ? Write letters for complaints and adjustments. 10.1 Lead-in1. Work with your partner to discuss as many causes as you can for customer complaints and claims and put them in the following web.inferior qualityCommon Causes for Complaints Claims 2. When you purchase a product that is defective or doesn’t perform properly, how do you lodge a complaint that will get results? Discuss with your partner to work out as many tips as you can for effective complaints. Tips for Effective ComplaintsBe prepared. Keeping supporting documents, such as sales receipts, contracts, manuals and warranty information, is very important.Act quickly. Some companies may limit their responsibility for responding to complaints to a certain time period.Talk to the right people, in the right order.____________________________________________________________________________________________________________________________________________________________For example: 3. Discuss the following questions in pairs or small groups.Which do you think are the most effective complaint tips you have worked out above? Why?2) Do you have any experience of making a complaint about the goods you bought? How was it settled? Were you satisfied with the settlement?3) Which way do you think is efficient in handling customer complaints: face to face, by phone call, through emails, faxes or letters? Why?4) What do you think is the best way of achieving customer satisfaction? 10.2 Speaking1. Conversation OneMr. Hudson is calling Brown Furniture Company to make a complaint about the goods he bought from the company. He is very angry now.Linda: Good afternoon, General Manager’s office.Hudson: Afternoon. I’d like to make a complaint to the General Manager. What name is it, by the way?Linda: Mr. Smith, sir, but I’m afraid he’s not available at the moment. Perhaps I can be of assist

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