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  3. Dealing with ComplaintsYour company has received many complaints from customers

Dealing with ComplaintsYour company has received many complaints from customers

游客2025-05-27  33
问题 Dealing with Complaints
Your company has received many complaints from customers. You have been asked to deal with this situation. Discuss the situation together, and decide:
- what main problems customers are complaining about
- what solutions you can offer.
选项
答案 A: It seems that we have received too many complaints about our service recently, which is unacceptable for a customer-oriented company like us, so we must do something for it before we lose our customers’ trust.
B: OK. We may begin with clarifying all these complaints, I think it will help us to solve these problems. Have you ever seen the records of these complaints?
A: Yes, I’ve seen the records of the last three months. And I found that they can be generally divided into three types. The first is late delivery, it accounts for more than half of the complaints. Then it comes to unprofessional installation, some customers even complained that our installers broke their walls. The last is some customers are not willing to accept sample products.
B: You’ve made a very good classification, and now let’s find solutions to these problems. As for the late delivery, I think the delivery cars are not a problem, but we should make a more scientific schedule for the transportation to better use our existing resources.
A: Right. And we may provide some on-job training for our installers, especially those newcomers.
B: That would be very useful, so they won’t break our customers’ walls or floors.
A: And we may negotiate with the customers to accept the sample products by giving them some discounts.
B: I guess that will work, the sample product doesn’t have any problems, anyway.
解析     本次讨论的任务是决定客户投诉的主要问题有哪些以及如何解决这些问题。根据要求决定的要点1“客户投诉的主要问题有哪些”，我们可以结合以下三个方面的问题：送货不及时(late delivery)、安装不专业(unprofessional installation)和顾客不愿意接收样品(not willing to accept sampleproducts)展开讨论。根据要求决定的要点2“你能提供哪些解决方案”．针对前面分析出现的主要问题，可以采取以下措施来讨论：安排好运输行程(make a good schedule for transportation)；对员工进行培训(staff training)；与客户协商(negotiation with customers)。
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