unit4ifyoureceiveacomplaint.ppt

每日一句： Keep a sharp eye.,小心点！,voice your complaints much to my regert place a complaint against with the intention of doing under such a situation look forward to apologize to sb for sth. a lady friend of Marys mothers a letter of complaint,表达你的投诉,深感遗憾,提出申诉反对,打算,在这样的情况下,盼望,因某事向莫人道歉,玛丽母亲的一位女朋友,一封投诉信,Unit 4 If You Receive a Complaint,Real Life Skills,授课教师: 慎慧,scratch skrt vt.擦，刮；擦痛，擦伤 brass br:s n.黄铜；铜管乐器；钱； handle hndl n.手柄；柄状物 nickel nikl n.化镍；五分镍币,A Peter is unhappy with the quality of the handles he received today. He requires Jay to send him the correct items right away. B Peter is complaining about his most recent order. He is unhappy because this is not the first time he has received products with mistakes.,What is probably happening?,The following are possible excuses and explanations Jay can provide to Peter. Decide whether they are appropriate. 1. It wast my fault ; its the new staff in shopping. 2. There is no excuse, but it looks your order was recorded incorrectly. 3. Alex must have entered the order incorrectly. Hes always doing that! 4. We should have double-checked before we sent you the products, but it looks the product number and the description on your order didnt match.,NO,YES,NO,YES,get a fax Theres no excuse receive our latest order a scratched drawer complain about sth. require sb.to do sth. right away be unhappy about take action instead of cost us money,拿到一份传真,没有任何借口,收到我们最近的订单,一个被刮坏的抽屉,对抱怨,要求某人做某事,立即、马上,对不满意,采取措施、采取行动,代替、而不是,花费我们的钱,Work in group to brainstorm possible responses for Jay. Apology,Im really sorry about the mistakes.,Icant tell you how sorry Iam.,I apology for the error made by our company.,Excuse/Explanation,We have had problems with our computers.,This was caused by an malfunction.,Offer to Improve the Situation,We will send you the right products right away.,We have dispatched the new item.,We assure you that this will not happen again.,March,Jay,Fax,Peter,Felix Fine Furniture,(021)55579988,Peter is unhappy with the quality of the handles he received today,Giving him a call right away,Improving the quality of service and the quality of the products,Summary and homework,Try to fin