新编剑桥商务英语（高级）第三版3.1

Customer Services team, and I have persuaded her (3) to join us. She suggested (4) to meet next week to put a plan in place. In the meantime, she is going to encourage her team (5) for giving their ideas. I must just tell (6) to you something which happened last week that shows how much we need a better system for dealing with complaints.

Last week, a customer rang to complain (7) about having to wait one month for delivery of a DVD player. He accused us (8) to keep his money so that we could earn interest on it before delivering the product. The sales person who answered the call offered (9) giving him a discount, without even checking the history of the order. When I checked, I discovered an email from us in forming the customer when he thought the product (10) that there will be a one-month delay in delivery. The salesman was very defensive and said that he couldn’t be criticized (11) of trying to keep the customer happy!

So you see, we’ve got a lot of work to do. Looking forward to hearing from you. Best wishes Karen

PS Remind me (12) to pay for lunch next time! 5 Put the words below into their correct place in the table.

urge threaten propose undertake praise blame recommend deny convince persuade promise +to do +someone +to do Admit +doing Criticize +someone for doing Suggest +doing/suggest that someone should do _____________ ____________ ___________ _________ ____________ ______________ _____________ ____________ _________ _________ ___________ ______________ ______________ ____________ _______ 6 Complete these sentences.

0 They threaten to take us to court if we didn’t pay them immediately. 1 It’s a very sensitive issue. I suggest __________ an anonymous email.

2 Once, in a restaurant, I complained ___________ and the manager told us to leave. 3 What a waste of time! We spent three hours discussing___________. 4 The company offered__________, but amazingly she refused. 5 I’ve promised ___________ by tomorrow morning.

6 I can’t believe you had to remind him ____________. That’s his job.

7 The regulator accused the company ______________ in its advertisements. GRAMMER 1 Talk about one of the situations 1-4, answering the following questions. Remember to use the correct verb patterns. ●When did it take place? ●What happened? ●Who was there? ●What was said

1 an unusual presentation or talk that you attended 2 a memorable job interview you had

3 a meeting where two people disagreed strongly 4 an interesting business proposition that was made to you

When I was in my final year of university, a friend asked me if I wanted to join him in a new business venture. Before I could agree to do it, I had to be sure that it was… LISTENIING Dealing with problems

2 Look at this customer charter published on the website of Penco

Telecommunications. How is it intended to make you feel about the company? Do you believe their promises?

Penco Telecommunications… service is our passion Customer charter Our promise. We will:

respect your privacy and keep your detail confidential.

offer you the best rates for national and local calls: if you find better, we’ll refund the difference.

answer your calls to our customer service centre within three rings. be punctual for service visit appointments(never more than one hour late). give you impartial advice on the best telephone and technology package for you. answer any email within four hours and any letter within five days.

carry out satisfaction surveys each three months to ensure you are happy with our service.

3 3.1 Listen to this phone conversation between an angry customer and a call centre operator for Penco

Telecommunications.

1What is the customer’s problem? 2What solution s does the operator suggest? 3Which one does the customer accept?

4 3.1 Listen again and complete the phrases that the operator uses to deal sensitively and efficiently with the problem. Use 1-3 words for each space. 1 I ____________ the wait, sir.

2 Can I have your number and I__________ it straightaway? 3 Don’t worry, I’ll________ to you.

4 He can be there by 6 pm._______________ convenient?

5 I __________ understand. In ____________, I’m going to have to reschedule him for another day.

6 I ____________ what I can do. Please just___________ for a moment. 7 Would that be___________________?

8 If you ____________ tell me your mobile number, I can get that activated immediately.

SPEAKING Handling calls sensitively

5 Work with a partner. Take it in turns to make the call or receive the call. Study each situation and then act out the telephone conversation. Deal sensitively with each problem. Look at the notes below and prepare your telephone calls. Student A

1 You work for a parcel delivery company. Your computers have been behaving strangely today. Receive the call from a customer.

2 You ordered a fish tank from a mail order company. The picture in the catalogue showed a complete fish tank with heater, air pump and fish. But when it arrived it was just a glass box. Telephone to complain.

3 It is 6:30 in the morning. You receive a call from someone that you don’t know. You don’t like receiving unsolicited calls at home.

4 You work in the service department of an electricity company. You receive a request which is not really possible to satisfy. Students B

1 You have ordered delivery of a new laptop computer. When you track the order on

the internet, you find that it has gone from Ireland to HongKong. You live in London. Telephone to find out what’s happening.

2 You work for a mail order company that supplies aquariums and accessories. You receive a call from an unhappy and confused customer.

3 You work for a promotions company for a fitness club. You call potential customers in the evenings to offer them a free month’s trial of their local gym. Make the call. 4 While at work you suddenly realise that you have left your iron on at home –in a small village one hour’s drive away. Telephone the electricity company to see if they can cut of the electricity supply to your house.