Matakuliah
Tahun
: G0502 / English for Secretaries
: 2006
Pertemuan 6
Receiving Visitors and
Dealing with Complaints
1
Quote of the day
“Every man is a hero and an oracle
to somebody, and to that person,
whatever he says has an enhanced
value.”
R. W. Emerson
2
Receiving Visitors
Offering, accepting and declining
hospitality
• Presentation
• Offers
• Accepting
• Controlled practice
• Transfer (pair work)
• Word check
3
Complaints
• There’s a problem
• Travel tip
• They need more training
• I’ll take care of it
4
Complaints
5
Complaints
6
Complaints
• Guide to complaining by phone
• In a telephone complaint
7
Letters of complaint
•
•
•
•
•
Openings
Details
Suggestions
Action
Close
8
Writing
9