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Notes that follow the text. When you are dealing with complaints, you should listen carefully; be polite; and, except when it is absolutely necessary
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When you are dealing with complaints, you should listen carefully; be polite; and, except when it is absolutely necessary, don't comment untill the customer has finished. Then, make a short, clear apology. After that you should repeat the complaint. This is to make sure that you have fully understood the problem and that there are no misunderstandings. When possible, you should also note down what the customer has said. Next, you should decide who will deal with the complaint. If it is not a serious one, you can deal with it yourself. You should explain to the customer the action you plan to take and tell him when it will be done. If you decide that a manager should handle the complaint, you should first inform him and then arrange a meeting between him and the customer.
Most businesses take complaints very seriously; but some complaints are more serious than others and some customers complain more than others. It is often the responsibility of an individual member of staff to deal with the problem. Sometimes, of course, it is necessary for the staff member to refer an unhappy customer to someone else, such as a manager.
Task 19 Work with your partner.
• Look through the text once again and provide the title for it.
• Discuss the titles. Choose the best one. Give your arguments for and against it.
Task 20 Read the dialogue and translate it.
| Travel agent: Client: Travel agent: Client: Travel agent: Client: Travel agent: Client: | Good morning, Sir, what can I do for you? Listen, I'm really angry. I arrived at the meeting point for the coach to Prague, and what I saw signposted: departure 8.25 h. And what does it say here in the travel documents? Departure 9.25 h. If that isn't reason enough to fly off the handle... You are right. I'm terribly sorry, that was my fault. I've inserted the wrong departure time. And what are you going to do about it now? I've been looking forward to this weekend trip and now it's all been spoilt. I do apologize. I can understand very well that you are so angry. The only thing I can do now is to return your money. The next tour to Prague will be in 2 weeks, perhaps you can travel then? The weather might be warmer. I've got to think about that first. Can I phone you in a few days to secure the booking in case you are interested? Yes, you can. My office number is 432 567. |
Task 21 Discuss with your partner:
• what has happened to the client;
• the way the agent has behaved;
• the actions the client will do after the talk.
Task 22 Read the following text and translate it.
Dear Sirs!
I am writing to complain about the terrible service I received from your travel agency. In April I called to ask about a holiday in Italy and spoke to your clerk, Mr. Quinzo. I told him that my wife and I were both 70, and that we wanted a suitable holiday. He suggested a hotel in Palermo, and I paid by credit card.
When we arrived at the airport, it was clear that something was wrong. We were on an 18-25 Fun Club' tour, and all the other people on the tour were teenagers or in their twenties. They were loud and aggressive, and at the hotel in Italy they got drunk and had fights. Most of them were also rude to us, and even the waiters at the hotel called my wife and me 'the dinosaurs'. I would be grateful if you could explain why Mr. Quinzo suggested this tour, and look forward to hearing what you will do about it.
Yours faithfully,
Mr. P. Father
Task 23 Work with your partner.
• Read the text once again and provide the title for it;
• Discuss the titles with your partner. Choose the best one.
Task 24 Work in pairs.
• Read the following sentences from the letter of apology and put them in proper order.
• Compare your variant and that of your partner.
Dear Mr. Pather,
1. Once again I would like to offer my sincere apologies, and I hope that you will travel with us again in the future.
2. Mr. Quinzo, who deals with your holiday, is not a native speaker of English, and thought that you said you were 17 rather than 70.
3. We would like to apologize for suggesting this particular holiday to you and your wife.
4. Thank you for your letter of 25 July, concerning holiday to Italy.
5. As a gesture of goodwill, we would like to offer you a complimentary holiday with us, and I am enclosingthe 'Gentle Mountains' brochure, which has details of holidays for people over 60.
Yours sincerely
Mr. J. Stone
Task 25 Read the following text. Fill in the blanks with suitable
words:
| with | beyond | am |
| at | chose | sorry |
| of | on | for |
| able | lower |
April 29, 2003
Dear Mr. Brown,
1. Thank you____your letter_____25 April concerning the weather_____your skiing holiday to Switzerland.
2. I am_____that the snow conditions were not satisfactory, and that you were not____to ski.
3. However, I am sure you realize that this problem was_____our control.
4. We do not guarantee snow in April at the resort that you_____and this is reflected in the____price.
5. As a gesture of goodwill, I____enclosing next year's brochure and a voucher for $40 which can be used in part-payment of a holiday_____any of our resorts.
6. I hope that you will travel_____us again.
Yours sincerely,
Bill White.
Task 26 Read the text once again and entitle it.
Speaking
Task 1 Define what dealing with customers is. Use the following
words and word-combinations:
• to follow a set pattern
• to establish rapport with the customers
• to make one's choice
• open and closed questions
• to force the respondent
• to find out the client's priorities
• to be able to elicit what material and human needs are
• to get value for money
• to guess from a person's appearance
• to deal with complaints
• to make sure that
• to take complaints seriously
• to refer a client to someone else
Task 2 Divide the main text into logical parts and entitle each of them.
Task 3 Work in pairs.
A. Look at the following words and phrases and think up a story that might combine them all. You may reorder them in any way you want using any form of the verb:
to be well-groomed
to look pleasant and professional
one's facial expression
to look away a client
to give the client one's full attention
to try to give the customer one's full attention
to be not sufficient
no longer pay attention to
to agree to the sale
B. When you have decided upon the story, tell it to your partner. Then listen to that of your partner. Ask each other as many questions as you can to learn further details or clarify some points.
Task 4 Give summaries of the logical parts you have divided the