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  3. What is important when...? Handling complaints - Offering an apology - Finding out reasons - -

What is important when...? Handling complaints - Offering an apology - Finding out reasons - -

admin2016-09-23  67
问题 What is important when...?
Handling complaints
- Offering an apology
- Finding out reasons
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选项
答案In regard to dealing with complaints, offering an apology is the basic step to show that the hosting company is fully aware of the situation and would like to take the potential responsibility for its mistakes. In addition to this, finding out the reasons of complaints is an indispensable step. By investigating the whole process considerately and showing your sincerity to crack a hard nut, the customers would be consoled. Lastly, making compensation is another useful method, such as rendering a 10% discount, changing the product and even refunding the whole payments. If the company fails or refuses to do these, its sincerity of handling the complaints would be put into doubt.
解析     本题需要发言的主题是“处理投诉”。根据已有的要点1“Offering an apology致歉”，可以联想到这样做是控制形势(control the situation)的基本步骤。根据已有的要点2“Finding out reasons找出原因”，可以联想到这对改进服务(improve the service)是十分必要的。另外我们还可以补充一些回答的要点。例如，Suggesting solutions提出解决方案，这有助于从根本上解决问题(solve theproblem)；再如，Making compensation进行赔偿，这样做是为了要留住客户(keep the clients)。
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本试题收录于： BEC中级口语题库BEC商务英语分类
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