职场实用英语交际教程（高级）课件_Unit_5 Respond to a complaint letter.pptx

Unit 5Respond to a complaint letter Learning objectivesAfter learning this unit, you will be able to: identify and analyse the details of an issue, including the participants, process, and possible effects;list two to three key points you need to consider when responding to a complaint letter;respond to a complaint letter.职场实用英语交际教程（高级）——Unit 5 Unit OutlineScenarioSet the taskPrepare for the taskDevelop the strategiesFulfil the taskTo extend职场实用英语交际教程（高级）——Unit 5 ScenarioSanyang Tour Operator Co., Ltd is a travel agency which provides travel services home and abroad. Recently, some customers filed a joint complaint letter stating that they have been treated unfairly by a tour guide called Mark Tan, and accusing him of being incompetent in his work. Karan Brown, manager of the Customer Service Department, is informed of the situation by Yi Yang in her department, and is asked for help to solve the problem.职场实用英语交际教程（高级）——Unit 5 ScenarioDiscussion: Work in pairs and discuss the following question.Imagine you are Karan. What will you manage to do before helping with solving the problem?职场实用英语交际教程（高级）——Unit 5 Scenario职场实用英语交际教程（高级）——Unit 5Career tip客户投诉处理过程须秉承“快速、认真、诚恳”的原则，遵循以下步骤： 倾听客户意见，让客户能够充分表达心中的不满。记录投诉要点，判断客户投诉内容是否属实。若证实客户投诉是企业原因造成的，需提出可行的解决办法。当企业切实解决了客户投诉之后，还需进行跟踪服务，以明确客户是否满意解决方案。如果还有不满，企业需继续改进。 Set the taskYi Yang is reporting the case to Karan. Listen to their conversation and get a clear idea of Karan’s task.职场实用英语交际教程（高级）——Unit 5 Set the task职场实用英语交际教程（高级）——Unit 1ScriptYi Yang: Morning, Karan. I’m sorry to disturb you.Karan: Morning, Yang. What’s the problem?Yi Yang: There is a customer complaint that I cannot handle. I need your help.Karan: Sure. Please tell me about it. Set the task职场实用英语交际教程（高级）——Unit 1ScriptYi Yang:We received a joint letter from some customers complaining about their unsatisfactory tour to Guangzhou. Our tour guide, Mark Tan, was blamed for his irresponsibility and rudeness during the tour.Karan:Well, how did you deal with this case?Yi Ya