unit 4 if you receive a complaint.ppt

每日一句 Keepasharpeye 小心点 voiceyourcomplaintsmuchtomyregertplaceacomplaintagainstwiththeintentionofdoingundersuchasituationlookforwardtoapologizetosbforsth aladyfriendofMary smother saletterofcomplaint 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 Unit4IfYouReceiveaComplaint RealLifeSkills 授课教师 慎慧 scratch skr t vt 擦 刮 擦痛 擦伤brass br s n 黄铜 铜管乐器 钱 handle h ndl n 手柄 柄状物nickel nik l n 化 镍 五分镍币 APeterisunhappywiththequalityofthehandleshereceivedtoday HerequiresJaytosendhimthecorrectitemsrightaway BPeteriscomplainingabouthismostrecentorder Heisunhappybecausethisisnotthefirsttimehehasreceivedproductswithmistakes Whatisprobablyhappening ThefollowingarepossibleexcusesandexplanationsJaycanprovidetoPeter Decidewhethertheyareappropriate 1 Itwas tmyfault it sthenewstaffinshopping 2 Thereisnoexcuse butitlooksyourorderwasrecordedincorrectly 3 Alexmusthaveenteredtheorderincorrectly He salwaysdoingthat 4 Weshouldhavedouble checkedbeforewesentyoutheproducts butitlookstheproductnumberandthedescriptiononyourorderdidn tmatch NO YES NO YES 7 可编辑 getafaxThere snoexcusereceiveourlatestorderascratcheddrawercomplainaboutsth requiresb todosth rightawaybeunhappyabouttakeactioninsteadofcostusmoney 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 WorkingrouptobrainstormpossibleresponsesforJay Apology I mreallysorryaboutthemistakes Ican ttellyouhowsorryIam Iapologyfortheerrormadebyourcompany Excuse Explanation Wehavehadproblemswithourcomputers Thiswascausedbyanmalfunction OffertoImprovetheSituation Wewillsendyoutherightproductsrightaway Wehavedispatchedthenewitem Weassureyouthatthiswillnothappenagain March Jay Fax Peter FelixFineFurniture 021 55579988 Peterisunhappywiththequalityofthehandleshereceivedtoday Givinghimacallrightaway Improvingthequalityofserviceandthequalityoftheproducts Summaryandhomework Trytofi