新世纪高职高专综合英语 4 unit 8.ppt

Unit 8 Complaints and Arbitration Related Information The PAIR Strategy to Handle Complaints There are a number of processes that have been developed over the years to help deal with complaints, one of which is the PAIR standing for placate, attend, investigate and resolve. Placate: Listen, empathize, respond with concern, get the customer to a point where you can discuss the matter. The PAIR Strategy to Handle Complaints Attend: Listen to the complaint. Show that you are interested in resolving the complaint and that it is important. Take down the information that the customer gives you. Ask questions. Tell the customer how you intend to follow up and get the matter fixed. The PAIR Strategy to Handle Complaints Investigate: Investigate circumstances, details of the incident. Actively seek answers. Try to find out what went wrong and why. Resolve: Decide on action to take. Discuss your findings with the customer and work together on a suitable way forward. Arbitration Arbitration is a means of settling a dispute between two parties through the medium of a third party who is not partial to either of the parties to the dispute, and whose decision on the dispute is final and binding i.e., neither party shall bring an appeal for revision before a court of law or any other organization. Advantages of Arbitration Compared with litigation, arbitration enjoys the following advantages: Autonomy Arbitration’s place, organization, arbitrator and applicable rules can be chosen. Fast There is less time-consuming in settling the dispute through arbitration. Advantages of Arbitration Confidential Privacy can be maintained in both the arbitration hearing and the award. Less stressful Arbitration provides an informal setting to resolve a dispute. Less expensive The arbitration procedures is simpler and the cost of arbitration is cheaper. Enforceable awards The arbitration award is final and has binding force upon the parties concerned. arbitration n. the