专业英语 专业英语 Unit 12 Handling Complaints.pptVIP

Warm Up DialogueA DialogueB Exercise Reading Writing Fun Time Warm Up DialogueA DialogueB Exercise Reading Writing Fun Time Warm Up DialogueA DialogueB Exercise Reading Writing Fun Time Warm Up DialogueA DialogueB Exercise Reading Writing Fun Time Warm Up DialogueA DialogueB Exercise Reading Writing Fun Time Unit 12Handling Complaints OBJECTIVES Handle customer complaints well. Learn the words and expressions on handling complaints. Stay calm and rational. Warm Up DialogueA DialogueB Exercise Reading Writing Fun Time Wang Dong and Lily are both working hard on their positions in metro company, but sometimes passengers are not satisfied with their service. Do you know what the complaints are? WARM-UP Mrs. Zhang : You look so sad, Lily? Lily : Yeah.I’m just a little tired. Mrs. Zhang : What happened? Lily : I need to deal with some passengers complaints because of the equipment malfunction. Mrs. Zhang : Don’t be sad, please. I believe that you can cope with them well. I have dealt with many types of complaints, such as complaints about equipment, environment, service, unexpected events and so on. Lily : Could you give me any suggestions about handling on passenger complaints? Dialogue A I believe that you can cope with them well. Dialoge A Words Phrases Activity 1 Activity 2 Activity 34 Mrs. Zhang : We should take a positive attitude. First, listen carefully and show your concern. Second, stay calm and rational. Third, apologize to the passenger for what happened. And then you’d better inform passenger what you are going to do. Last, make sure that the passenger is satisfied with the result. Lily : Thank you so much. Mrs. Zhang : The most important is to work hard and try to be polite and helpful to the customer every time and everywhere. Lily : I will. Thanks a lot. Mrs. Zhang : It’s my pleasure. Have a nice day. Dialogue A I believe that you can cope with them well. Dialoge A Words Phrases Activity 1 Activity 2 Activity 34 Di