Unit 9 投诉ppt.ppt

学林出版社第二册普通高等教育“十一·五”规划教材 Beyond OxfordPractical college English Course Beyond OxfordPractical college English Course2学林出版社BackNext?plaints产品投诉?able of plaints 投诉3学林出版社BackNext?S: Have you plained??L: Complaints?L: I’d like to return the sweater?S: I have plaint to make?R: Cigar insurance claim?W: Writing plaint plaints 产品投诉Focus?R: plaints4学林出版社BackNext1. Starter — Have you plained?Discuss the following questions with your . Have you ever made plaint about a product?2. What are the usual solutions to plaints?5学林出版社 By talking back when they believe they have not received their money’s worth, consumers give businesses (1) to correct the immediate problem and (2) . Experience shows that consumers plain about products and services continue to frequent the businesses and (3) plain about if they believe plaint was resolved fairly. plaint management can save (4) . For example, negative word of mouth from (5) means lost revenue, making (6) in advertising necessary to attract replacement customers. Complaints plaint trends tell businesses how to (7) _____________by alerting management to problems that need (8) and correction. 2. ComplaintsHere is a passage about plaints. Listen to the tape or CD and fill in the blanks. NextBackrebuild goodwillan opportunity buy the products dissatisfied consumers unwanted costsadditional investment do a better job immediate attention 6学林出版社NextBack Notes1. By talking back when they believe they have not received their money’s worth, consumers give businesses an opportunity to correct the immediate problem and rebuild goodwill. 当顾客认为他们购买的商品物非所值而同商家交涉时,他们也就给了商家一个解决当前问题、恢复声誉的机会。*,迫切的;立即的;. The immediate problem is not lack of food, but transportation. Regarding that problem, we must take immediate action. Heart failure was the immediate cause of his death. △goodwilln. 信誉,商誉;友善本词是good和will构成的合成词。. Goodwill problems gradually aroused people’s attention. There is goodwill