商务英语综合教程学生用书第三册课件彭青龙 ISBN9787811346237第三册第5课.pptVIP

Why do customers complain? Is that true that customer complaints are always a hassle to the organization? Why or why not? Learning Objective To understand the importance of dealing with customer complaints properly; To know the effective techniques of defusing hostile customers; To explore the pros and cons of customer divestment; To know how to forestall and cope with air rage; To acquire theme-related words and expressions and apply them in real situations. Lead-in Read the conversation between the customer and the employee. What do you think of the behavior of the customer? Do