Index

Editor's Desk

Top Ten Tips For...

Student Successes

Brain Teaser

Answers to Last Month's Quiz

End Note

Business Training
Sevendale House,
7 Dale Street
Manchester,
M1 1JB,
England

TOP TEN TIPS FOR...

Making a Complaint

1. When you need to complain about something – poor service, poor quality goods, or whatever – you should do it promptly. Write your letter or make your phone call as soon as possible after the mistake has been made. And don’t waffle – get straight to the point.

2. Be firm. You are much more likely to get a good result if you are regarded as someone who expects the situation to be put right.

3. Even if you are angry, always make your letter polite. Make your point clearly but don’t be aggressive. If you are rude the reader will be less likely to try to see your point of view.

4. Be sure to explain exactly what the problem is: what is damaged, what part of your order has failed to arrive, how long something has been delayed.

5. Either tell the person you are writing to what you would like them to do to solve your problem or ask them what they intend to do.

   When dealing with a complaint:

6. Always deal with complaints promptly and courteously. If you don’t, the customer will start to feel angry and frustrated.

7. Remember – the customer is always right (until you have firm evidence to the contrary)! If you remember this when you receive a complaint you will deal with it much more considerately and sympathetically.

8. Honesty is always the best policy. When you (or your firm) have made a mistake, you should admit it. Making up excuses could do more harm than good to your credibility.

9. Put yourself in the customer’s shoes and ask yourself how you would like the complaint to be dealt with. Then make sure that the customer knows the complaint is being taken seriously.

10. Never try to off-load blame onto someone simply to exonerate yourself. But if it’s not your fault say so!

    And finally – if you don’t feel the complaint is justified, stand your ground. Explain your position clearly and firmly but don’t be intimidated.

And for anyone who wants to further their studies with Business Training, an excellent way to do it is by enrolling on the Advanced Business English Course.
For further details and to enrol today visit www.businesstrain.co.uk

BRAIN TEASER

As you know, the English weather can be very unpredictable. This month we’ve given you a word search. Hidden in the grid are seven words to describe weather conditions. They are:

snow – hurricane – sunshine
rain – heatwave – storm – mist

You will find them going upwards, downwards, backwards and forwards. As usual, the answers are in next month’s issue. Good luck!

Clues

1. The minimum number of members who must be present to make a meeting valid. (6)
2. An item put forward at a meeting for discussion. (8)
3. What those present do to decide whether they will accept or reject a proposal. (4)
4. When everyone voting is in favour of a motion. (9)
5. To break off a meeting and resume it later. (7)
6. When a member decides that he or she does not wish to vote. (7)

And the seventh item (A formal proposal for action pout before a meeting) is motion.

That brings us to the end of this month's e-zine.

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English Review is sponsored by Business Training, Sevendale House, 7 Dale Street, Manchester, M1 1JB, England.
www.businesstrain.co.uk

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