1. 1 Pertemuan 6 Receiving Visitors and Dealing with Complaints Matakuliah: G0502 / English for Secretaries Tahun: 2006

2. 2 Quote of the day “Every man is a hero and an oracle to somebody, and to that person, whatever he says has an enhanced value.” R. W. Emerson

3. 3 Receiving Visitors Offering, accepting and declining hospitality Presentation Offers Accepting Controlled practice Transfer (pair work) Word check

4. 4 Complaints There’s a problem Travel tip They need more training I’ll take care of it

5. 5 Complaints

6. 6

7. 7 Guide to complaining by phone In a telephone complaint

8. 8 Letters of complaint Openings Details Suggestions Action Close

9. 9 Writing