2019年剑桥商务英语中级口语解析（16）

　　WHAT IS IMPORTANT WHEN ……?

　　Dealing with complaints from clients

　　* Offering an apology

　　* Suggesting a solution to the problem

　　【词汇&短语】

　　澄清、阐明 clarify 反馈 feedback

　　训练有素的 well-drilled 不便 、困难 inconvenience

　　客服代表 customer service representative 名声 reputation

　　跟踪 follow up 重视 value

　　【句型点击】

　　常用小结句：

　　From the above information, it can be shown that……..

　　Before the close, let me just summarize the main points.

　　Shall I just go over the main points?

　　表达观点常用句：

　　In my opinion, we should…….

　　I’d like to point out…..

　　Let me emphasize ……

　　【参考范例】

　　When dealing with complaint from clients, we should always start off with an apology. A customer for us is just a master for his servant. It is unwise to argue with our clients especially when they are angry. An immediate apology is what clients down quickly. Until then can we clarify the facts and suggest a solution to the problem. Clients expect their complaints to be taken seriously and look forward to speedy replies, so well-drilled customer service representatives should insure clients that their problems will be taken care of quickly with limited time.

　　In addition, as an important part of dealing with complaints from clients, we must follow up the solutions and clients feedbacks. We should make phone calls to clients and ask them whether their problems have been successful solved and probably we may apologize again for the inconveniences we have brought to them clients will be happy with such calls and change attitudes towards our company. A prosperous business depends on returned customers and reputations. It is common to have clients’ complaints, but the key lies in our increasingly improved product quality and customer service. We must have every clients feel that he/she is valued and respected.