外语系

1. 外语系 纺织商务英语 Textile Business English

2. Module Nine Problems

3. Task 1 Complaining and apologizing

4. 1. To be familiar with some problems may occur in business.2. To make complaints about the problems occurred.3. To know how to make apologies to clients. Learning Objectives

5. Lead-in—Group discussion What problems may occur in your job? How do people complain about the problems? How do you deal with the complaints from you clients?

6. Useful expressions and patterns • 1. There seems to be a mistake. We ordered a printer and we received a monitor. • 2. Could I have the order number? • 3. When unpacking the bales, we found that the materials didn’t comply with the original design. • 4. As the case is in good shape and does not appear to have been tampered with, it is most probable that you have short-shipped.

7. Useful expressions and patterns • 5. Up to now, we have had no reply to our letter of February 12, nor have we received any advice from you regarding the shipment. • 6. I’m very sorry. We’ve had problems with our supplier. • 7. I really cannot stand the embarrassing mistake. Please accept my deepest apology for the problem. • 8. I’m really sorry. I’ll look into it. • 9. We apologize for the inconvenience and hope that the goods will arrive in good condition.

8. Listening Dialogue 1 Notes to the dialogue • 1. price list 产品价格清单 • 2. catalogue 目录 • 3. out of print 停印 • 4. invoice 发票

9. Listening Listen to dialogue 1 and match the problems 1-5 to a suitable response. 1. They’ve forgotten to send a price list with this catalogue. 2. This manual is in French. 3. We ordered 100 boxes of men’s shirts. There are only 50 here. 4. The goods are all damaged. 5. I don’t think this invoice is right. a. I’ll ask them to send us the English one. b. I’ll send them back and ask them to replace them. c. Oh, it’s out of print at the moment. d. I’ll phone Accounts. e. It’s Ok, the rest are coming later.

10. Listening Dialogue 2 • Notes to the dialogue • 1. negotiation 谈判 • 2. inadequate packing 包装不善 • 3. carton 纸板箱 • 4. water-stained 水迹

11. Listening Listen to dialogue 2 and answer the following questions: 1. What is the order number? 2. Has Mr. Wang received them? 3. What seems to be the problem? 4. Where are the goods now?

12. Listening Dialogue 3 • Notes to the dialogue • 1. complain 抱怨 • 2. place an order 订货 • 3. supplier 供货商

13. Listening Listen to dialogue 3 and correct the notes below: From: Helen Johnson Fleeracker and Co 778 901221 Order EMI 1300 for ABC-10P and ABC-40S. Placed order two weeks ago and hasn’t received ABC-40S yet. Needs it by end of the month. Phone back.

14. Reading and Analyzing Principles on Handling Customer’s Complaints

15. Reading and Analyzing Brainstorming Question What principles should we follow in dealing with complaints?

16. Principles on Handling Customer’s Complaints In general, it is best to avoid dealing with complaints by phone or through lengthy correspondence. Face to face encounters are much more effective. If a complaint is made by phone, try to arrange a meeting. In addition, this gives the customer time to calm down and gives you time to think complaints should of course, be dealt with as quickly as possible, but avoid making a decision right away. Let the customer know, however, that you are acting on it. And deal with any urgent problems at once. It’s a good idea to take notes. Again this shows you are taking the complaint seriously, and it allows you to ask questions, which he many not be able to answer adequately.

17. Principles on Handling Customer’s Complaints Some complaints will have to be rejected. The important thing is to show that you have given them your full attention, and that you have carried out a thorough investigation. Produce supporting documents, if you can, preferably a report. Refer to people you have consulted about the problem. Show that the rejection is in no way due to a lack of respect. Establish clearly that the fault was not yours. But don’t tell him that he’s to blame. Let him work that out for himself.

18. Principles on Handling Customer’s Complaints A complaint many, of course, be totally justified. In that case, take three quick step- accept responsibility, apologize and compensate and hope that it will soon be forgotten. Finally, always investigate the causes of a complaint. It’s not enough that the customer is now satisfied. You don’t want someone else to come back with the same complaint. So find out what went wrong and make sure it won’t happen again.

19. Notes to the Passage • 1. lengthy correspondence 长篇信函 • 2. face to face encounters 面对面的接触 • 3. calm down 冷静 • 4. urgent 紧要的 • urgent meeting 紧急会议 • It is urgent that the patient should be operated on at once.

20. Notes to the Passage • 5. reject 拒绝 • 6. thorough investigation 彻底的调查 • 7. accept responsibility 承担责任 • 8. compensate 赔偿， 补偿 • make a suitable payment, give something to make up for loss, injury, etc. • compensate for • e.g. Her loyalty to the firm compensate for her lack of talent.

21. Group Discussion Read the passage and answer the questions. (1) What is the effective way to deal with complaints from clients? (2) Do you have your own principles to handle others’ complaints?

22. Assignment Make a dialogue with your partner in complaining and giving suggestions on the following situation: Henry is the administrative assistant and he is your colleague. He has some problems about his work in time management, delaying of order, etc. and tries to ask you for help. You just give proper suggestions to help him solve problems.

23. Reference For more topic-related information , Pease refer to the following websites: http://fds.oup.com/www.oup.com/pdf/elt/catalogue/0-19-457341-9-c.pdf http://www.lessonplan.co.cc/2009/07/complaining-and-apologizing-customer.html http://www.watchblog.com/republicans/archives/002397.html