1、Unit 13 Complaints and Claims Learning Objectives Unit 13 Business Trade-How to Handle a Claim 1.To analyze customers needs when they complain2.To learn some strategies for handling the a customer s claim3.To entertain a claim or to object to a claim properly. 1 Reasons for making complaints Unit 13
2、 Business Trade-How to Handle a Claim When people make a complaint they want it to be patiently listened to be heard but not judged be given an explanation have corrective action taken as soon as possible be given an apology and be compensated , if appropriate have their point of view understood be
3、treated fairly and respectfully Unit 13 Business Trade-How to Handle a Claim 2 Strategies to handle a complaint and claim Unit 13 Business Trade-How to Handle a Claim 1. Listen wellLet the irate customer blows off steam. Respond with phrases such as Hmm, I see. Tell me more. Can you give me details
4、of the problem, please? Unit 13 Business Trade-How to Handle a Claim 2. Acknowledge the issue You are not necessarily agreeing with what the customer is saying, but respecting how he or she perceives and feels about the situation. So, if I understand you correctly +the paraphrased complaint Unit 13
5、Business Trade-How to Handle a Claim 3. Make an apologyYou can say: I m sorry to hear that I m sorry for any inconvenience this has caused you We re extremely sorry for all the trouble. Unit 13 Business Trade-How to Handle a Claim 4. Get the facts and ask for the proof take the initiative in the con
6、versation. 5. Make responses to complaints and take action I ll look into the matter immediately We ll work everything out and get back to you with a solution. Unit 13 Business Trade-How to Handle a Claim 6. Obtain, review evidenceSources of evidence fall into three categories: People witnesses, exp
7、erts, subjects of a investigation. Documents legislation policies, electronic and other records ( photos, CCTV footage). Other physical evidence site inspections, objects. Unit 13 Business Trade-How to Handle a Claim 3 Offer a Solution Unit 13 Business Trade-How to Handle a Claim The seller must inv
8、estigate to decide which party should take responsibility Unit 13 Business Trade-How to Handle a Claim 1) Entertaining a claim We have decided to compensate you with a payment of 5%of the total value. After making a thorough investigation,we have decided to accept your claim and to compensate you fo
9、r the full sum involved. In view of our friendly business relations,we will accept your claim. Well send you a replacement right away. Unit 13 Business Trade-How to Handle a Claim 2)Refuse a claimpoint out politely and say： We cant entertain such a claim without proof of loss. There are no grounds f
10、or this claim so Im sorry to say we cant accept your claim against us. Your claim should be against the shipping company. Your claim should be covered by our insurance policy Since no sufficient documents can be found to support the case,were sorry that your claim cant be considered. Unit 13 Business Trade-How to Handle a Claim Thank you!部 分 图 片 来 自 网 络 ， 仅 供 教 学 、 交 流 使 用 。 Unit 13 Business Trade-How to Handle a Claim
