- 1、本文档共52页,可阅读全部内容。
- 2、原创力文档(book118)网站文档一经付费(服务费),不意味着购买了该文档的版权,仅供个人/单位学习、研究之用,不得用于商业用途,未经授权,严禁复制、发行、汇编、翻译或者网络传播等,侵权必究。
- 3、本站所有内容均由合作方或网友上传,本站不对文档的完整性、权威性及其观点立场正确性做任何保证或承诺!文档内容仅供研究参考,付费前请自行鉴别。如您付费,意味着您自己接受本站规则且自行承担风险,本站不退款、不进行额外附加服务;查看《如何避免下载的几个坑》。如果您已付费下载过本站文档,您可以点击 这里二次下载。
- 4、如文档侵犯商业秘密、侵犯著作权、侵犯人身权等,请点击“版权申诉”(推荐),也可以打举报电话:400-050-0827(电话支持时间:9:00-18:30)。
查看更多
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
您可能关注的文档
- 《Access2010应用基础》选择练习题(含参考答案).doc
- 党支部整改问题清单及整改措施(精选).docx
- 保安、保洁服务合同.doc
- 2021小升初玉山文苑数学试卷.docx
- 大学体验英语听说教程3答案(全).pdf
- 六年级体育教学计划.docx
- 建筑施工脚手架安全技术培训专项测试题附答案.doc
- 关于网络意识形态责任制落实情况的报告.docx
- 2021年秋人教版版八年级上册数学教学课件-13.3.2-等边三角形(第1课时).pptx
- 受资助学生班主任填在校表现.docx
- 33-1 思政案例PHP动态网站开发项目教程课件.pptx
- 14 Task 11 Member Information ModificationPHP动态网站开发项目教程课件.pptx
- 4 Task 1 Making Home PagePHP动态网站开发项目教程课件.pptx
- Web前端开发初级实操考试.docx
- 19 Task 16 Administrator Deletes UsersPHP动态网站开发项目教程课件.pptx
- 28 Task3 Making the Static Home Page (Bootstrap Layout)PHP动态网站开发项目教程课件.pptx
- 26 Task 1 Code Hosting and Version ControlPHP动态网站开发项目教程课件.pptx
- 16 Task 13 The Administrator Views All MembersPHP动态网站开发项目教程课件.pptx
- 47 Task 2 Application of PDOPHP动态网站开发项目教程课件.pptx
- 38-1 思政案例PHP动态网站开发项目教程课件.pptx
文档评论(0)