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,单击此处编辑母版标题样式,单击此处编辑母版文本样式,第二级,第三级,第四级,第五级,*,LOGO,单击此处编辑母版标题样式,单击此处编辑母版文本样式,第二级,第三级,第四级,第五级,*,Unit 15,Complaints&Claims,Aims,To listen and understand different causes for complaints and claims;,To practice listening for specific information about complaints and claims,To practice listening for general ideas,Aims,Contents,Part I.Warm-Up,Part II Causes for Complaints&Claims,Part III Claims,Part IV Handling Complaints&Claims,Contents,Complaints&claims are normal in business.They may be made by a customer or company against another.The purpose of lodging a complaint or claim is to get better service or reasonable compensation instead of accusing the others.Thus,polite and restrained language is needed in the process.Today,we are going to deal with complaints&claims,.,Situation,Part I.Warm-Up,What are involved in the case of complains&claims?Put some of the key words in the following blanks:,Task 1:,Directions:,Work in pairs and discuss the question:,Reference:,1,2,Causes for,complains&claims,Whom to lodge a complaint against,What to claim for,How to deal with,complains&claims,Task 2:,KEYS,(F)1.The conversation happened in a company.,(T)2.The caller was dissatisfied with what she bought.,(F)3.The man agreed to the womans demand.,(T)4.Any refund is not allowed on sale items.,Directions:,Listen to a conversation and tell true(T)or false(F)to the following statements.,Task 3 KEYS,Directions:Listen to the conversation again and complete the following chart with one or two words for each blank.,Caller,Mrs.Smith is a,customer,.,Person receiving the caller,An assistant in the store.,Commodity involved,A,washing machine,Cause for the complaint,It is too,noisy,when it works.,Claim,Mrs.Smith asks for a,refund,.,Resolution,Consult with the,manager,.,Part II,Causes for Complaints&Claims,Word Bank,discrepancy n.,缺乏,不足,consignment n.,寄送的货品,inferior a.,劣等的，次的,scratched,有擦痕的,;,被擦伤的,leak v./n.,泄露,blots n.,污点，污渍,lodge v.,提出,Task 1 KEYS,Directions:Work in pairs and discuss the question:What are the common causes for complaints&claims?Put at least four in the following blanks:,1.poor quality of goods 2.improper packing,3.short weight,4.discrepancy between consignment and samples,5.delayed shipment 6.wrong shipment,Task 2 KEYS,Directions:Listen to the following five statements and tell the cause for each complaint.Choose your answer from AE and put the letter in the corresponding blank,.,Complaint 1._E_,Complaint 2._A_,Complaint 3._C_,Complaint 4._B_,Complaint 5._A_,poor quality of goods,improper packing,short weight,discrepancy between consignment and samples,delayed or wrong shipment,Task 3 KEYS,Directions:Listen to the statements again and fill in the missing words:,1.The furniture we ordered from you should have reached us a week ago.Needless to say,the,delay,has put us to great,inconvenience,.,Task 3 KEYS,2.Compared with the samples we sent you previously,it is found that the,quality,of the rice delivered to us is,inferior,to the samples.,Task 3 KEYS,3.When taking the delivery,145 cartons of mushroom have been found,missing,.We were told by the shipping company that only,1355,cartons had been shipped on the steamer.,Task 3 KEYS,4.It was found upon examination that 10%of the toys are,broken,and some are badly scratched,obviously due to,improper,packing.We have to lodge a claim against you.,Task 3 KEYS,5.I bought one of your expensive Apollo fountain pens from Julians.Unfortunately I have been,unable,to use the pen because it leaks and fails to,write,without making blots,.,Part III Claims-,Task 1 KEYS,Directions:Work in pairs and discuss about common claims.Put down at least four in the following blanks:,1.replacement,2 pensation,3.discount,4.reduction of price,5.refund,6.immediate shipment,7.replenishment,Task 2 KEYS,Directions:Listen to the following five statements about claims and fill in the blanks according to what you hear.,Statement,Claims.,One,The furniture to be,dispatched,immediately,Two,Make up,a deficiency of 143 cartons of the missing goods.,Three,An,allowance,of 20%on the invoice cost.,Four,Make an,investigation,at their end and make an early reply.,Five,Replace,all 18 sets as soon as possible.,Task 3 KEYS,Directions:Listen to the following dialogue and fill in the missing words:,W:The woolen carpets you delivered do not,match,the sample we provided for you.Theyre different in,design,and color.,M:You agreed that we could make a bit change in design if necessary.,W:Anyhow,the background color is too dark.Our clients are very critical about,quality,.,M:Its usually not always possible to have exactly the same shade of color.Well,what do you suggest?,Task 3 KEYS,W:Our clients want a,replacement,.,M:Thats a little too difficult.After all,our carpets are very similar to the sample.Only the background color is not so identical.,W:If you agree to give us an allowance of,5%,off the invoice value,well try to talk our clients into accepting the goods.,M:It sounds like a reasonable solution.,Part IV,Handling Complaints&Claims,
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