2. 外语
  3. • Read the text below about how to deny customers’ claims. • In most of the lines 34—45 there is one extra word. It is either gr

• Read the text below about how to deny customers’ claims. • In most of the lines 34—45 there is one extra word. It is either gr

admin2010-01-22  51
问题 • Read the text below about how to deny customers’ claims.
• In most of the lines 34—45 there is one extra word. It is either grammatically incorrect or does not fit in with the meaning of the text. Some lines, however, are correct.
• If a line is correct, write CORRECT on your Answer Sheet.
• If there is an extra word in the line, write the extra word in CAPITAL LETTERS on your Answer Sheet.
                              Denying Claims
Correct Customers occasionally want something they are not entitled to or that you
Their can’t grant. They may misunderstand their warranties or make unreasonable
34  demands. Because these customers are often unhappy with a product or
35  service, they are emotionally involved in. Letters that say no to emotionally
36  involved receivers will probably be your much most difficult communication
37  task. As if publisher Malcolm Forbes has pointed out, "To be agreeable while
38  be disagreeing--that’s an art." Fortunately, the reasons-before-refusal plan
39  enables you to be empathic and artful in handling with bad news. Obviously, in
40  denial letters you will need to adopt the proper tone. Don’t blame on customers
41  or suggest that the customer does not read or understand what the contract or
42  relative policies, even if they are at fault. Avoid use "you" statements that
43  sound preachy. Instead, the safest path is to use neutral and objective
44  language to explain that why the claim must be refused. Sometimes you may
45  hope consider offering resale information to rebuild the customer’s confidence
   in your products or organization.
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