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Pertemuan 6 Receiving Visitors and Dealing

with Complaints

Matakuliah : G0502 / English for Secretaries

Tahun : 2006

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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

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Receiving Visitors

Offering, accepting and declining hospitality

• Presentation• Offers• Accepting

• Controlled practice• Transfer (pair work)• Word check

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Complaints

• There’s a problem

• Travel tip

• They need more training

• I’ll take care of it

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Complaints

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Complaints

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Complaints

• Guide to complaining by phone

• In a telephone complaint

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Letters of complaint

• Openings

• Details

• Suggestions

• Action

• Close

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Writing