unit4ifyoureceiveacomplaint市公开课金奖市赛课一等奖课件

1、 每日一句： Keep a sharp eye. 小心点！第1页 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表示你投诉深感遗憾提出申诉反对打算在这么情况下期望因某事向莫人道歉玛丽母亲一位女朋友一封投诉信第2页Unit 4I

2、f You Receive a ComplaintReal Life Skills讲课教师: 慎慧第3页 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；五分镍币第4页 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

3、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?第5页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 staf

4、f 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

5、.NOYESNOYES第6页get a faxTheres no excusereceive our latest ordera scratched drawercomplain about sth.require sb.to do sth.right awaybe unhappy about take actioninstead ofcost us money拿到一份传真没有任何借口收到我们最近订单一个被刮坏抽屉对埋怨要求某人做某事马上、马上对不满意采取办法、采取行动代替、而不是花费我们钱第7页 Work in group to brainstorm possible responses f

6、or Jay. Apology Im really sorry about the mistakes.Icant tell you how sorry Iam.I apology for the error made by our company.第8页Excuse/ExplanationWe have had problems with our computers.This was caused by an malfunction.Offer to Improve the SituationWe will send you the right products right away.We h

7、ave dispatched the new item.We assure you that this will not happen again.第9页 Customer Complaint RecordDate received: Received by: How received: ( ) visit ( ) phone ( ) letter ( ) otherClient name: Company name: Phone: Company address: Fax: Order date:Nature of complaint(reason for dissatisfaction):Immediate action taken:Further action required:March JayFaxPeterFelix Fine Furniture(021)55579988Peter is unhappy with the quality of the handles he received todayGiving him a call right awayImproving the quality of service and the quality of the products第10页 Summary and homework Try