本教程转自www.in2english.com.cn, 目的是帮助大家提高商务英语水平, 教程包括20个单元, 包括１０个单元的口语和１０个单元的写作。这个教程比我上次转的BBC的教程要详细很多, 今天先转第1单元。

English at Work 单元1 - Speaking: Complaints

俗话说："你不可能总是让所有的人满意"。 没有哪个公司是完美无缺的，也就是说有些人会对你们的产品和服务不满意，有些人不太介意这些，而有些会人则会告诉亲戚朋友你们的产品和服务多么地不好，这实际上是在做不利于你们的广告宣传；但还有一些人会争取得到他们应该得到的实惠和服务。

1. Think about these questions before you start this in2english.com.cn web-learning unit:

· How do you deal with complaints in your company ?
· Is there a standard company policy or do you make specific decisions in each case ?
· Who deals with complaints ? Do you have a specific department ?
· Does any member of staff receive training in how to deal with complaints from angry clients or customers and how to offer satisfactory solutions ?
· What are complaints usually about ? How do you respond ? Think of your actual replies to what customers or clients complain about. How could you improve what you say ?
· Do you deal with complaints personally ? What are the important factors to consider ?



2. Here are some phrases and expressions customers might use when complaining：
It's broken.
It doesn't work.
It doesn't work properly.
It doesn't work correctly.
It's faulty.
It was broken when I first used it.
It didn't work.
It didn't work properly.
It didn't work correctly.
It was faulty when I first used it.
It's really badly made.
The quality is terrible.
I want to send it back.
I want to return it.
Your products always cause me problems.
I'm really disappointed with your service.
What are you going to do about it ?
How long will it take to repair it?
How long will it take to fix it ?
Can I have a refund?
Can I have a replacement ?
speaking01s02.mp3>Click to Listen
关键字:商务英语
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