Unit-9-投诉.ppt

学林出版社第二册普通高等教育“十一·五”规划教材 Beyond Oxford Practical college English Course Beyond Oxford Practical college English Course 2 学林出版社 Back Next ? plaints 产品投诉? plaints 服务投诉 Nine Table of plaints 投诉 3 学林出版社 Back Next ? 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 letter plaints 产品投诉 Focus ? R: plaints 4 学林出版社 Back Next 1. Starter — Have you plained? Discuss the following questions with your partner. 1. 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 who complain 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. Complaints Here is a passage about plaints. Listen to the tape or CD and fill in the blanks. Next Back rebuild goodwill an opportunity buy the products dissatisfied consumers unwanted costs additional investment do a better job immediate attention 6 学林出版社 Next Back Notes 1. 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。* immediate ,迫切的;立即的;直接的 . 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 dea