新編商務英語綜合教程(第1冊)（簡體書）

《新編國際商務英語系列教材：新編商務英語綜合教程（第1冊）》分為兩大部分，共12個單元，每部分後面各配有一套綜合複習題。第一部分為職業定位，主要內容包括工作崗位、主要行業、公司簡介、部門與工作職責、求職和實習。此部分主要幫助學生建立職場意識和基本的商務概念，瞭解求職時的資源準備。第二部分為公司的主要部門，主要內容包括部門工作所涉及的商務理念和商務技能，具體包括人力資源部、辦公室行政部、市場營銷部、生產部、貿易部和客戶服務部。
《新編國際商務英語系列教材：新編商務英語綜合教程（第1冊）》可供商務英語、國際貿易、國際商務、金融、財稅等經貿專業的學生作為複合型專業英語教材使用，亦可供具有一定英語基礎的商務工作者學習參考。．

《新編國際商務英語系列教材:新編商務英語綜合教程(第1冊)》可供商務英語、國際貿易、國際商務、金融、財稅等經貿專業的學生作為復合型專業英語教材使用，亦可供具有一定英語基礎的商務工作者學習參考。

Part 1 Career Orientation
Unit1 Jobs & Positions
Unit2 Major Industries
Unit3 Company Profile
Unit4 Departments & Job Duties
Unit5 Job-hunting
Unit6 Internship
Revision l

Part 2 Major Departments in an Enterprise
Unit7 Human Resources
Unit8 Office Administration
Unit9 Marketing
Unit10 Production
Unit11 Trading
Unit12 Customer Service
Revision 2
Appendix A Tapescripts
References．

Employees receiving customer complaints should always be friendly, polite, and helpful; and trytheir best to resolve the problem if they can. Even if a problem cannot be totally solved, the fact thatyour business did everything you could to help will make the customer feel much less negative aboutyour business, hopefully enough to keep them with you (so you can ensure they are fully satisfied nexttime around).
Sometimes it can be difficult for an employee to feel like helping an angry customer, particularly ifthe problem is not their fault; however it is crucial that they remain polite and helpful at all times.
Remember that body language is a large part of communication, so listening while looking awaywill just make the customer think you are ignoring them.
Part 2
When a customer complains, you should always offer them a solution to the problem. If you cannotdirectly fix the problem, offer them something else to try and keep them satisfied.There are many different types of solution, but they could all turn a disappointed customer into ahappy one.
Replacement. If you sell a product that has broken, offer a replacement. If an exact replacement isnot available (or not wanted) you can try replacing with a similar make or model. A replacement solvesany problem with the product, it may cost you the value of a new product, but losing the customer willprobably cost much more in the long run.
Refund. If a customer is really unhappy with a product or service they may want a refund. Thiswill mean a loss of the sale revenue, but providing a refund without hassle will strongly improve thechances of the customer returning again. In some cases a partial refund may solve minor problems (eg:slight scratches on a product, etc.)
Fixing. If there is a problem with a product, try fixing it! If a customer has a problem with yourservice, try taking steps to solve the problem and prevent it happening again. If the problem is anemployee, speak with them, or if it continues, consider giving a verbal warning. If there is a commonemployee problem, you may be able to help solve it with training.
Money-off Next Purchase. For smaller problems, it may be satisfactory for you to offer thecustomer money off of their next purchase with you. This helps to ensure that they will return to you,whilst minimizing the cost of solving the problem.
Apologize. Sometimes one of the most effective forms of solution can be an apology, informallyfor minor problems, or written for major problems. An apology should be genuine, and may go alongsideother forms of solution, particularly if the problem is significant, or the customer is an important one. Anapology shows that you care about the customer, and that you are aiming to put right any problems theyhave encountered.