Learning Objectives

熟悉与投诉相关的词汇及表达

掌握处理投诉相关的句型结构

了解处理投诉的方式及技巧

Outline

Part One Words and Expressions

Part Two Model Dialogues

Part Three Exercises

Part Four Other Structures

Part Five Supplementary Reading:How to Handle Patient Complaints

Part Six Conversational English Functions

•Repetition and Clarification