Unit Two

1. Unit Two How to Handle complaints

2. Translate the sentences 1. Nobody can deny the importance of telephoning skills in customer service. 2. there are a number of expressions that are only used in telephoning. 3. In order to communicate well with their customers, customer service representatives should learn something about them.

3. Word Tips handle 处理 complaint 投诉 timely 及时地 skillfully 巧妙地 admit 承认 solve 解决 argue 争论；辩论

4. Word Tips delay 耽搁；延期 see to 处理 look into 调查；了解 discount 折扣 loss 损失 understanding 能谅解的；宽容的

5. How to handle complaints Decide whether the following are T or F • Customers’ complaints should be solved quickly enough. • Customers often make unreasonable complaints. • Even the skillful handling of complaints can often make customers angry. • When customers make complaints, give them a 20% discount. • You are suggested to argue with your customers about their complaints when you are not wrong.

6. How to handle complaints

7. How to handle complaints Complaints from customers usually mean that they are not satisfied with your service. When customers make complaints, it is important for you customer service representatives to respond to them timely and skillfully. 客户投诉往往意味着他们对你的服务不满意。当客户投诉时，及时巧妙地去回应是很重要的。

8. How to handle complaints Complaints mean not happy service When make complaints important CSR respond timely skillfully Admit if make solve ASAP Even if not agree with not argue satisfy use right Sorry delay deal with Look into find mistake Do see mistake not repeat Such show understanding serious about

9. How to handle complaints

10. How to handle complaints