商务英语阅读-Unit 3我们之间.pptVIP

Unit Three Between Us Objectives Get the students to be familiar with the various aspects of public relations. Cultivate the students’ ability of problem-solving. Help the students to master the skill of skimming and scanning for fast reading Section A Introduction As a secretary, you are in the front-line as far as public relations are concerned. You are often involved in various public relationship. A study of this topic is part of your job responsibility. Pre-reading Before reading the following passage, answer these questions: 1. Do you think a secretary should be skillful in handling various public relations? 2. Do you think compaints can be turned into positive ones? 3. What skills should a secretary possess when dealing with phone calls? Text Handling Complaints In any awkward situation most people prefer to avoid complaints, but in fact a complaint should be welcomed. If a customer is dissatisfied, it’s better that he comes to tell you, and you can do something about it. He’ll certainly tell someone, and the worst type of complaint is the one you don’t hear about, but everyone else does, including your other customers! The important question is not who’s right and who’s wrong. The question you really want to consider is, how can I exploit this situation? Any contact with a customer is an opportunity to improve business, and even a dissatisfied customer is no exception. Successfully handled, a complaint can be turned into good public relations. Any decision, whether to compensate the customer or to defend your company, should be made on the basis of what is best for business. The compensation itself may be small price to pay for good customer relations. Your attitude is crucial. Try to see the situation from the customer’s viewpoint. Imagine yourself in his position. People are usually embarrassed about making complaints. They expect an argument. They’re afraid they won’t be listened to, so they tend to be more aggressive. The