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Unit 10: Dealing with Customer Complaints 處理顧客的抱怨. 10.1 Shipment of Damaged Goods 受損的物品 10 .2 Dealing with a Complaint 處理 顧客的抱怨. 10.1 Shipment of Damaged Goods 受損的物品（ Tony). P.100 開場白 ： Good morning, everyone. Thanks for joining me today. 解釋所面臨的問題 ：
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Unit 10: Dealing with Customer Complaints處理顧客的抱怨 10.1 Shipment of Damaged Goods 受損的物品 10.2 Dealing with a Complaint 處理顧客的抱怨
10.1 Shipment of Damaged Goods 受損的物品（Tony) P.100 開場白：Good morning, everyone. Thanks for joining me today. 解釋所面臨的問題： As you know, our major client –just called to complain about the damaged goods. They are asking for compensation . 詢問同事的意見： How should we deal with this problem?
10.1 Shipment of Damaged Goods 受損的物品（Tony) P.100 總結/ 同事們的意見： May I summarize your opinions here? You both agree that we should not compensate the client until we find out the causes of the damage. 即將採取的行動： All right, I’ll contact the factory at once and inform you about the result. Thank you!
10.2 Dealing with a Complaint處理顧客的抱怨 Morning Star Inc. Tel: (+886) 2-2556-788 Fax: (+886) 2-2556-989 FAX
10.2 Dealing with a Complaint處理顧客的抱怨 道歉：We are very sorry that you have been put to the trouble of ___________________. 已採取的行動：We have already __________________. 再次道歉：Once again I would like to apologize for the inconvenience. We are looking into the possible causes of _________. We will honor your compensation request.
10.2 Dealing with a Complaint處理顧客的抱怨 P.104 請您諒解：I sincerely thank you for your patience and understanding. 若有任何問題：Please feel free to contact me anytime if you have any further questions concerning this order. 有關於這份訂單
