1. 主讲人： 程茜
南通师范高等专科学校
精品课程组

2. Unit 12 Everything Can Go Wrong!
Learning Objectives
1. To understand the main idea and select the specific information of describing problems
2. To deal with problems effectively and efficiently
3. To make complaints about products or services

3. Warming Up
Review
Watch a video and try to think how to solve a complaint in English.

4. Active Listening Section B
A buyer and a supplier are talking on the phone about the delivery. Listen to their conversation and complete the blanks by filling in proper words.
Task One
Questions
Answers
How was the delivery of the vases?
The supplier sent them rather ________.
What does the buyer complain for?
________________________ when they were unpacked.
What does the buyer intend the supplier to do at first?
He first wanted a ___________ of the damaged one.
Are the blue vases available at the moment?
No, they are ___________.
How is the problem resolved finally?
The supplier will _________________________________ and ____________.
promptly
One of the vases was broken
replacement
out of stock
send a purple vase of the same design
compensation

5. Active Listening Open-minded.
Section B
Task Two
Listen to the conversation again and answer the following questions.
1. If you are the supplier, what do you intend to do to deal with the problem. Or do you agree with his response?
Open-minded.
2. Do you think the supplier deals with the problem effectively or efficiently? How do you know that?
Yes, the supplier deals with the problem effectively and efficiently. Firstly, she apologized for the damaged vase to calm down the buyer’s mood. Secondly, she understood the idea of the buyer and satisfied his reasonable request and gave an additional 10% discount.

6. Active Listening Open-minded. Section B Task Two
Listen to the conversation again and answer the following questions.
3. Can you possibly think of some other ways of dealing with the same problem? What are they?
Open-minded.

7. Active Listening
Discussion
Discuss with your group members.
Can you summarize the proper steps for dealing with complaints?

8. Active Listening Rules of this game: 1.Each table is a team.
Running dictation
Rules of this game:
1.Each table is a team.
2.One student in each team is chosen to be a recorder who will write down what other students tell him/her.
3.Other students should run, read and remember the sentences on the paper on the wall and retell each word of the sentence to the recorder.
4.While doing this activity only the recorder can use the pen, others should only use eyes and mouths to pass on information.
5.When your team finishes, the recorder should come to the front with his paper at once, and the fastest team will be the winner.

9. Active Listening The proper steps for dealing with complaints:
Running dictation
The proper steps for dealing with complaints:
1. Listen carefully to what the customer has to say, and let them finish. 
Don't get defensive. The customer is not attacking you personally; he or she has a problem and is upset. Repeat back what you are hearing to show that you have listened.
2. Ask questions in a caring and concerned manner. 
The more information you can get from the customer, the better you will understand his or her perspective. It’s easier to ask questions than to jump to conclusions.
3. Put yourself in their shoes. 
As a business owner, your goal is to solve the problem, not argue. The customer needs to feel like you’re on his or her side and that you empathize with the situation.

10. Active Listening The proper steps for dealing with complaints:
Discussion
Running dictation
The proper steps for dealing with complaints:
4. Apologize without blaming.
When a customer senses that you are sincerely sorry, it usually diffuses the situation. Don't blame another person or department. Just say, "I'm sorry about that.”
5. Ask the customer, "What would be an acceptable solution to you?"
Whether or not the customer knows what a good solution would be, it’s best to propose one or more solutions to alleviate his or her pain. Become a partner with the customer in solving the problem.
6. Solve the problem, or find someone who can solve it— quickly!
Research indicates that customers prefer the person they are speaking with to instantly solve their problem. When complaints are moved up the chain of command, they become more expensive to handle and only add to the customer's frustration.

11. Active Listening Situation: Student A: a guest in the restaurant
Discussion
Role-play
Situation:
Student A: a guest in the restaurant
You are having dinner in a restaurant but the food there are not satisfactory. And what makes the matter worse is that the service there is also terrible.
You want to find the lobby manager to make a complaint.
Student B: the lobby manager of the restaurant
You need to deal with the guest’s complaint effectively and efficiently and make the guest satisfied.