标准书号66 67 308 06661 第十三章 投诉与索赔.pptVIP

商务英语谈判 作者：王秀萍 商务英语谈判 第十三章 投诉与索赔 Unit 13 Complaints and Claims Lead—in Pre-reading Questions After-reading Exercises Vocabulary: Find the words in the text which mean the following Comprehension: Answer the following questions with True or False. 1) When receiving poor service, only a small percentage of people will complain. 2) Some people who receive poor service from government do not complain because they think bureaucrats are indifferent. 3) Some organizations create a complaint-hostile environment about which their customers feel very strange. 4) The manager who has general supervisory responsibility for the staff should deal with the complaints about poor service given by his/her staff. 5) Defensive supervisors should not be interested in getting all the facts concerning complaints about their poor service. Comprehension: Complete the following statements with the information from the passage. 本课的重要句型 1. Have you decided...? 你决定好……了吗? e.g. Have you decided when to leave for Beijing? 2. I really dont feel like… 我真的不想…… e.g. I really dont feel like going to cinema tonight. 3. I want to express my gratitude to... 我要感谢…… e.g. I want to express my gratitude to John for his consideration and care during my stay in Yiwu city. 4. I‘m really / terribly / extremely sorry for... 我对……感到非常抱歉。 e.g. I’m terribly sorry for the loss you have suffered. 5. We hold the opinion that... 我们认为…… e.g. We hold the opinion that we have the right to complain about your poor service. 6. The point is... 重点/关键是…… e.g. The point is that you should have shipped us the cargo before 8, Sept. 7. As is known to us all, ... 众所周知,…… e.g. As is known to us all, eye-contact is very important during conversation. 8. In that case,… 既然那样,…… e.g. In that case, we could renew our negotiation. Dialogues Dialogue 1 Complaints Important sentence patterns 重点句型1）I am calling to complain about ... 我给贵处打电话想投诉……问题。 重点句型2）I am really sorry for… 我对……感到非常抱歉。 重点句型3）In that case,… 既然那样…… 重点句型4