Lecture 14 Setting Complaints.ppt

Lecture 14 Setting Complaints Task 1: Ice-breaking Q1: What are the focuses (hotspots) of consumer complaints in 2013? Q2: Do you know what CPTV stands for? CPTV: Complaint Per Thousand Vehicle （投诉量/全年新车销量）×1000 反映全国汽车消费投诉整体情况的指数 2014年中国乘用车新售千辆车投诉率（CPTV）平均值为4.198，即全国每销售1000辆新车，市场上会发生4.198起投诉，这比2013年的1.987增长了1.11倍。 新售千辆车投诉率（CPTV）最低的汽车品牌是大众进口车，为0.474；最高的为长安标致雪铁龙，新售千辆车投诉率（CPTV）为53.6。 中国汽车消费维权执法年度报告（2015）（摘要） Q3：Is it good or bad when the customers make complaints? Why? Q4: What will the auto customers complain about? Spare parts Vehicle product quality Contractual dispute After-sales service Staff attitude Task 2: List Three Main After-sales Service Customer Quality Service 客户品质服务 follow-up /track 跟踪服务 personalized service 个性化服务 Task 3: Useful Sentences Situation 1: How to make complaints 1. 发动机坏了。 There is something wrong with the engine. 2. 我的车不能起动了。 I cant start up my car. 3. 希望你们可以给我合理的解释和补偿。 I hope you can give me a satisfactory explanation and make reasonable compensation. Situation 2: How to settle complaints 1. 听到此事我很抱歉。我马上处理。 I’m sorry to hear that. I will make a prompt settlement. 2. 您能详细描述一下问题吗？ Could you please describe the problem in detail? 3. 您想要我怎样做来挽救？ What would you like me to do to fix the situation? 4. 我会查一下并派维修人员上门的。 I’ll check it and send a repairman to your side. 5.下周我会给您一个满意的答复。 I will give you a satisfactory reply next week. 6. 我们会免费为您更换新的。 We will exchange it for free. 7.您的要求不合理。 Your claim/ complaint is unreasonable. 8.抱歉，我们不提供退货。 Sorry, we don’t offer returns. 10. 我们随时为您效劳。 We are ready for help at any time. 11.请填张表并给我们留下您的电话号码。 Please fill paperwork and leave your telephone number to us. 12. 您可以明天取回您的车。 You can get your car back tomorrow. 没什么大问题。我现在就修。 Nothing serious. I can repair it right now. 我们得把你的车拖回修理厂。 We have to pull your car back to the garage. 能看一下你的保修单吗？ Can I have a look at your warranty certificate? 你的保修单过期了。 Your war