Deal with Complaint Complied by Terri Yueh. Process of complaining Greeting. Explain the problem Give details Asking for details. Asking for details.

Slides:

Advertisements

Similar presentations

SPEAKING Nguyen Nhan Thien Nguyen Hong Oanh PORTFOLIO.

Advertisements

Letter of Complaint Gladys Hung Spring Letter of complaint – example (p. 64) I am writing in reference to the delivery of MP3 player, order #J396,

SPU STAFF TRAINING Sripatum Institute of Language and Cultures Lesson 9: Cancelling an appointment.

课标人教实验版高二 Module 7 Unit 3. 广东熊艳 Listening and speaking Listening and speaking.

Teaching Objectives To master the right way to deal with the complaints To know the categories of the complaints in the restaurant To know the basic.

By: Miss Wahyu Asking about satisfaction/dissatisfacti on Responding to satisfaction/dissatisfacti on How do you like......?I see. Is everything OK?I’m.

Recover the Potentially Lost Customer

Business Arrangements Complied by Ms. Terri Yueh.

Language styles Distance Deference Camaraderie. Mores or “styles” Distance: typical of middle and upper class Europeans and Americans, sets boundaries.

Business Correspondence 2

Distance Deference Camaraderie.  Distance: typical of middle and upper class Europeans and Americans, sets boundaries between persons; protects “turf”

Business Arrangements Compiled by Ms. Terri Yueh.

Making Making Arrangements By Ms. Terri Yueh. Making Arrangements Vocabulary & Expressions 1.Can we fix a meeting ? 2.Shall we arrange an appointment.

pages 42–47 QUESTION 10 Question 10  Voice message  The caller has a problem.  YOU need to resolve it…  You work for this company;  Your job.

Teacher Koledinova A.A.. Always say good-bye before you hang up the telephone. Always use a pleasant voice when speaking on the telephone. Don’t speak.

Unit 1 Sections 1-6 Sentence Frames

Lesson 4 Making Telephone Calls Business English Conversation & Listening Instructor: Hsin-Hsin Cindy Lee, PhD.

 Turn away from your computer, desk, or other work  Have a pen and paper nearby  Answer the calls promptly, by the second or third ring  Smile as.

Social Interactions: Inviting & Responding to Invitations

SOME IMPORTANT PHRASES FOR BASIC ENGLISH USERS

Making Complaints in Other Businesses!!. KEY EXPRESSION S! What would you like me to do? I would like you to___________________ What would you like me.

WRITING LETTERS.

Can you put the words in order to make 8 sentences.

Requests & Offers Exchanging Information. Requests  Can you…?  Would you mind …(Verb+ing)?  Do you think you could…?  Could you…?  I’d like you to…

LOGO Unit 3 Under the sea Listening & speaking. Do you know us? I’m a dolphin.

Conversation Lesson 11: Requesting Others to Do Something.

Making New Contact. Leading in Suppose you are a receptionist in a company, what do you do and say when you receive a business visitor at your office.

Conversation Lesson 23: Leaving or Taking a Message.

 Basic Rules and Concepts  Conversation and Listening  Practices - Check Answers and Further Practice  Writing Practice  Checkpoint.

Successful Telephoning II in English. Arrangements Asking for an appointment Can we fix an appointment? (dojednat schůzku) Can we schedule a meeting for.

Unit 3 Sections 1-5 Sentence Frames 2 nd Grade. Unit 3 Section 1 Sentence Frames 2 nd Grade.

Travelling Making appointments. Do you know the nationalities of these airlines?

LOGO Bell Service. Lesson Plan Introduction Case study Hotel vocabulary Listening Situational conversation Practice Homework.

On the phone In this unit you are going to: take and report telephone messages. make, accept ad refuse invitations. listen for details. read about telephone.

Unit 1 Sections 1-5 Sentence Frames

Complaint-Recovery b In this presentation, I will describe and explain how to properly design and execute a “complaint-recovery” strategy.

Unit 1 Sections 1-6 Sentence Frames 1 st Grade. Unit 1 Section 1 Sentence Frames 1 st Grade.

© 2011 wheresjenny.com Role Play –Secretary and client 1 Role play – Secretary and client on phone call.

Listening and speaking Listening and speaking.

© 2015 albert-learning.com Phrases For Business English.

Unit 8 LANGUAGE FOCUS. Content  Word study  Word used in Computing and Telephoning  Grammar  Pronoun  Indirect speech with conditional sentences.

WHEN do we use Formal Letters? When writing to organizations and people we don’t know. WHY do we use Formal Letters? (purpose) To request information.

Dialogue 2 Listen to the dialogue, then try to memorize it.

Handling Complaints Positively Dr. Muslim Suardi, MSi., Apt. Faculty of Pharmacy University of Andalas.

SPU Staff Training Sripatum Institute of Languages and Cultures Lesson 4 – Making Offers and Requests.

THE UNIVERSITY OF MUHAMMADIYAH PROF. DR. HAMKA

A Brief Overview. When a customer calls a business, the voice they hear on the phone is the voice they will associate with the organization. Most companies.

REPORTED SPEECH REPORTED SPEECH THE POLITE ROBBER THE POLITE ROBBER.

CAPE COD LANGUAGE SCHOOl. CAPE COD LANGUAGE SCHOOL Actually.

CUSTOMER SERVICE BY: JOSH MAACK. DIFFERENT TYPES OF CUSTOMERS Argumentative- This type of customer will argue about everything; if you are doing your.

Warming up handsome beautifulloyalsmart funny brave wise honest strong kind rich happy.

About Note Writing 刘淑君 Characteristics of Note Writing a regular form simplicity in style briefness in form.

functions and vocabulary

Shopping Series. 第 2 页 Letter of complaint Writing Procedure IntroductionPractice.

Mixed-Up Dialogues at home (slides 2-4) on transport (5-6) at school (7-11) on the weekend (12-15) being friendly (16 -25)

道歉信 — 技法点拨. 什么是道歉信？ ❀ 道歉信是指因过失或疏忽做错了事，给别人带来了麻烦或损失，发觉后要立即写信给对方赔礼道歉时写的信件。道歉是一种礼貌，道歉信要写得坦率，诚恳。

人教课标版高二选修 7 Unit 3. Listening and speaking Listening and speaking.

Different Types of Customers. Customers are people  Real customer service is about dealing with real people - who may be awkward, wound up and angry.

Business English An Introduction. What do you think is the most important aspect of business English?

Copyright 2015 Ellis Partners in Management Solutions

Customer Service Chapter #3

Making Arrangements By Ms. Terri Yueh.

Phrases For Business English

Handling Complaints.

Introducing a complaint

Customer Complaints, Workplace Ethics, and Workplace Scenario Skits

Customer Service Workbook #3

Unit 1 Sections 1-4 Sentence Frames

Extraordinary Service

Complaints and problems

Presentation transcript:

Deal with Complaint Complied by Terri Yueh

Process of complaining Greeting. Explain the problem Give details Asking for details. Asking for details. Say how you are going to deal with the complaint. Respond. Apologize. Accept the apology.

Dealing with Complaints I’m afraid I have a number of complaints about…… I understand there’s a problem with… I will submit a formal complaint. What seems to be the problems? I’m very sorry about that. We’ll take care of it right away. Unfortunately I’m sorry about the inconvenience.

Offering Solutions I’ll send out the order right away.I’ll send out the order right away. I’ll send someone to fix that as soon as possible.I’ll send someone to fix that as soon as possible. I’ll replace it/them on Friday.I’ll replace it/them on Friday. I’ll send you a refund.I’ll send you a refund. We can offer you a 10% discount on your next order.We can offer you a 10% discount on your next order. I assure you it won’t happen again.I assure you it won’t happen again.

Requesting Solutions Could you send the order again?Could you send the order again? Could you send someone to fix that?Could you send someone to fix that? Can you offer me a discount?Can you offer me a discount? I’d like a refund.I’d like a refund. I’d like a replacement.I’d like a replacement. I’d like to cancel the order.I’d like to cancel the order.

Sample Dialogue 1 A: How can I help you? B: I’m afraid I have a complaint about our last delivery. A: I’m sorry to hear that. What’s the problem? B: Well, unfortunately we received the wrong amount. A: The wrong amount? B: Yes. We ordered 2,000 items, but you sent 1,500. A: I see. I’m sorry about the inconvenience. We’ll take care of it right away. B: I’d appreciate that. Thank you. Goodbye. A: Goodbye!

Sample Dialogue 2 A: Good Morning, ma’am. May I help you? B: Yes, I hope so. I bought this headset here yesterday, and it doesn’t seem to work. I can’t hear anything, and I want to listen to some music programs. A: May I take a look? (May I check it for you?) B: Sure. (Of course.) A: Yes, you are right. It’s not working. I’ll get you another one right away. B: Well, I ‘d rather have my money back, if you don’t mind. A: Yes, that’ll be fine. Do you have your receipt? B: Yes, here it is. I paid by credit card.