汽車英語汽車商務英語Lesson8SettlingComplaintsWarming-upPartone目錄NewWordsandUsefulExpressionsParttwoSituationsPartThreeWarming-upPartone：Makeyourchoice:1.Ifyouareacustomer，howwillyoumakeyourcomplaint?()Thereissomethingwrongwithmy...()lwasextremelydisappointedwithyourservice.()lwanttocomplainabout...()lwishyoucanpayattentionto...1Warming-upPartone：Makeyourchoice:2Warming-upPartone：2.Ifyouareaclerk，howwillyousettlecomplaints?()Donotquarrelwithcustomers.()Trymybesttosolvetheproblemsforcustomers.()Expressmyapologizestocustomersatfirst.()Interruptcustomerswhentheyaremakingcomplaints..Makeyourchoice:34Ifyouareaclerk,howshouldyoutreatwiththecustomerwhoisunreasonableandhardtodealwith?()Listentohimandsay“sorry”.()Askmymanagertosolvehisproblem.()Findanexcusetoendthetalkwithhim.()Talksomethingelsewithhimfriendly.Warming-upPartone：whenyousetcomplaints，youshould:1.Knowyourcustomers’needsandrequirements.2.Neverbeangrywithyourcustomers.3.Dealwiththeircomplaintsquickly.4.Beawareofprotectingcustomers’right.Warming-upPartone：1234NewWordsandUsefulExpressionsParttwo：qualitygaragerepairchecktestn.質量n.修理廠v.修理v.檢查v.測試mechanicescapeguaranteeunpleasantordern.技術工人v.逃避v.保證adj、不愉快的v.訂購Parttwo：NewWordsandUsefulExpressionsⅠ.Newwords1.Ihavetomakeacomplaintwithyourcompany.2.I’msorrytohearthat.3.Thereissomethingwrongwith…4.I’llcheckitandsendarepairmantoyourside.5.CanIreturnthis?6.Sorry,wedon’tofferreturns.7.Ifwewereatfault,weshouldmakegoodyourloss.8.Iwanttotalktothemanager.

9.Whatwouldyoulikemetodotofixthesituation?

10.Yourclaimisunreasonable.1.我不得不向你公司投訴。2.聽到此事我很抱歉。3.….壞了。4．我會查一下,派維修人員上門。5．我可以退貨嗎？6．抱歉，我們不提供退貨。7．如果我方過錯，我們將賠償您的損失。8．我想和你們經(jīng)理談。9．您想要我怎樣做來挽救？10．您的要求不合理。Parttwo：NewWordsandUsefulExpressionsⅡ.UsefulexpressionsSituationsPartThree：SituationAAnna’snewcarhasbrokendown.Sheiscallingtomakeacomplaint.Ihavetomakeacomplaint…PartThree：SituationsL:ThankyouforcallingKaiDaMotorSalesCompany.HowcanIhelpyou?A:Ihavetomakeacomplaintwithyourcompany.Ihavealwaysbeenabletorelyonthehighqualityofyourcarsandyourservice.ButI'mafraidthistimeIhavetochangemymind.L:Thankyouforsayingso.However,whyonearth?

A:IjustpickedupmyAccordfromyourgarage,andthesameproblemcomesagain.

L:Again?However,howcanthatbe?Everycarischeckedbeforebeingsentout.A:Yes.That’swhatIwanttoaskyou.PartThree：SituationsL:Maybeitescapedthetest.A:Youknow,Ijustboughtitthreemonthsago.L:Oh,I’msorrytohearthat.

A:Ihadanewtransmissionputinthismorning.However,itbrokedownagain.ThecarisareallemonandI'vealreadyspentalotofmoneyinrepairingit.L:Iwillsendourmechanictogetyourcarbackandcheckitoverrightnow.Ifthereissomethingwrongwiththenewtransmission,we’llprovideanotheroneforyouforfree.IsthatOK?A:OK.Thankyou!L:Youarewelcome.AndI'llgetontoourinspectiondepartmentandletthemguaranteethequality.MakeyourchoiceaccordingtothesituationAPartThree：SituationsQuestionsAnswers()1.WhyisAnnacomplain?A.Servethecustomerwithheartandsoul.()2.HowdidMr.Lusettlethecomplaints?B.Becausehernewcarhasbrokedownagain.()3.DidMr.LuagreetoprovideanewtransmissionforAnna?C.Yes,ifitisbroken.()4.WhydoesMr.Lusaythelastsentence?D.Yes,shedid.()5.DidAnnasatisfywiththeresponse?E.Becausehewantedtosavethecompanyfame.BACEDSituationBMr.BlackboughtanewcarandorderedasetofwheelalignmentfromLuZhi.NowheismakingacomplaintI’msorrytohearthat.PartThree：SituationsL:Goodmorning.ThisisKaiDaMotorSalesCompany.MayIhelpyou?B:Yes.I’mafraidIhavetomakeacomplaintwithyourcompany.It’samostunpleasantthing.L:Oh,I’msorrytohearthat.Whatisitabout?B:Iorderedasetofwheelalignmenttheotherday.WhenIreceivedandexaminedthemonebyone,Ifoundthattherewassomethingwrongwiththecomputerbecauseitcouldn’tgiveanysignal.

PartThree：SituationsL:Didyouchecktheconnection?B:Yes,Idid.Noproblemthere.L:That’sstrange.I’llcheckitandsendamechanictoyoursideatonce.B:CanIreturnthis?L:Sorry,wedon’tofferreturns.Ifwewereatfault，weshouldmakegoodyourloss.Iamsureeverythingisallrightwiththatshipment.B:What?That’sridiculous!Iwanttotalktothemanager.L:Holdon,please.I’llputyouthrough.MakeyourchoiceaccordingtothesituationBPartThree：SituationsQuestionsAnswers()1.WhatdidMr.Blackorder?A.Becausehewantedtoreturnthat.()2.What’swrongwiththewheelalignment?B.No,hedidn’t.()3.DidMr.LuagreeMr.Blacktotalktot