中职专用商务英语口语——投诉及抱怨课件

Business English LOGO 商务英语口语 By Tony 1 Complaint LOGO 投诉及抱怨 Task One 2 目 录 CONTENTS Part 1 Part 2 Part 3 Part 4 话题引入 Lead In Preparation 运输方式 Process 预定关键词 Review 复习 3 Lead in LOGO 话题引入 Part One 4 I、Lead In Have you ever complain about the product you bought online? What is the reactions from the Sellers? 5 Ways of complaints LOGO 投诉及抱怨渠道 Part Two 6 II. Preparations Greeting ｜ Direction ｜ Thanks ｜ Apologies ｜ Check in ｜ Farewell ｜ Hotel place 4 Majors Ways for Making Complaints： Telephone 电话投诉 E-Mail 投诉信 On-line 网络投诉 Face to Face 当面投诉 7 Key Expressions LOGO 投诉及抱怨关键词 Part Three 8 Key Expressions 情景 1：发起投诉… NEXT I’ve got a complaint to make. 我想投诉一个问题。 I am sorry, but I have a claim to make against you. 抱歉，我要对你们投诉一个问题。 We have no alternative but to lodge a claim with you. 我们别无选择，只有向你投诉。 Since the loss is not a small figure, we are making a claim. 由于损失过大，我们要投诉。 9 情景 2：回应及表示歉意 NEXT I am sorry for any inconvenience this has caused you. 对于此造成的不便，深感歉意。 I am sorry to hear that. 十分抱歉 We’re extremely sorry for all the trouble. 对于所造成的麻烦，表示十分的抱歉。 I do hope it’s nothing serious. 希望问题不大。 Key Expressions 10 情景 3：采取行动… NEXT We will work everything out and get back to you with a solution. 我们会调查清楚一切，并给你一个解决方案。 I’ll look into the matter immediately. 我们会立刻调查此事 We will take responsibility for it. 我们会对此负责的。 This is definitely our fault. I assure you it won’t happen again. 这绝对是我们的问题，我保证此类事情不会再次发生。 Key Expressions 11 Review Greeting ｜ Direction ｜ Thanks ｜ Apologies ｜ Check in ｜ Farewell ｜ Hotel place LOGO 复习 Part Five 12 Review 复习 NEXT 情景 1：发起投诉… 情景 2：回应及表示歉意…. 情景 3：采取行动… 4 Majors Ways for Making Complaints： Telephone 电话投诉 E-Mail 投诉信 On-line 网络投诉 Face to Face 当面投诉 13 Business English Greeting ｜ Direction ｜ Thanks ｜ Apologies ｜ Check in ｜ Farewe