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case study task 2

Task 2: Solutions to problems!

As the Account Manager for BTS, examine the following four problems which senior executives at NeoTech had during recent business trips, write an e-mail to NeoTech’s Head of Travel, apologising for the inconvenience. Offer some compensation and explain what steps BTS has taken to make sure a similar problem does not happen again.

 

1.     Hotel Problem



 Last Thursday, I checked into the Excelsior Hotel. The receptionist told me I had been upgraded and my room was on the 16th floor. Well, I stayed there for an hour or so, then asked to move to another room. The ‘upgraded’ room had no safe for my money, and the lighting was very bad. Also, there was a group of noisy people next door. The new room was no better. I couldn’t take a shower because there was no water for four hours. The coffee machine didn’t work, the ice machine was out of order and the desk was too small. I called the receptionist to get some action, but she seemed too busy to do anything.

This hotel simply isn’t up to standard. What can you do about it for me?

2.     Lost Luggage

Three months ago, I travelled to Atlanta, Georgia. Two pieces of luggage didn’t arrive. I reported the loss to the airline. They promised to find the bags and send them to me. Some weeks later, they wrote saying they couldn’t find the bags and asked me to fill out a claim form. I didn’t hear from them for another month, then they asked me to send receipts for all the missing articles. I didn’t have receipts for the lost items.

It’s three months later, and still no news from the airline. My e-mails and letters get no response. The airline has recently merged with another company, and I wonder if this is part of the problem. Can you help?

 

3.  Car Rental Problem

The rental office at the airport couldn’t give me the car i had reserved. It was in the medium price range at $250 a week.

Instead, they offered me a choice:

l  a smaller car, which was uncomfortable and had a small trunk;

l  a bigger car for an extra $20 a day.  

I was expecting a free upgrade, but the clerk on the desk refused to do that. His attitude was ‘take it or leave it’. So I hired the bigger car. When the company billed me, I ended up paying $490 for the car.

 

4.  Diverted Flight

I was on a flight to Moscow, but the flight was diverted to Helsinki because of bad weather. There was a lot of confusion at Helsinki because the airline sent all the passengers to the same hotel for the night. Some passengers became very aggressive when they tried to get a room. I had to share a room with another passenger. The hotel made all passengers pay for their rooms. The next morning, we had to wait six hours in a cold terminal for the flight to Moscow.

The airline wouldn’t pay for our hotel expenses. They said the circumstances were ‘beyond their control’. I think we should be compensated for all the inconveniences.


下一节:Change： introduction

返回《Comprehensive Business English》慕课在线视频列表

Comprehensive Business English课程列表：

Unit 1 Brands

-1 Introduction

--Brands: introduction

-2 Language Study

--Brands: language study

--Reading 1

--Reading 2

-3 Brand brief: brand management

--Brands: business topic

-4 Meeting skills

--Brands:meeting skills

--Discussion Task 1

--Discussion Task 2

-5. Case study

--case study task 1

--case study task 2

-Unit 1 quiz

Unit 2 Travel

-1 Introduction

--Travel: Introduction

-2. Language study

--Travel: langauge study

--Reading 1

--Reading 2

-3.Travel Topic: business travellers' needs

--Travel: business topic

-4 Telephoning skills

--Travel: skills

--Discussion task 1

--Discussion task 2

-5. Case study

--Case study task 1

--case study task 2

-Unit 2 quiz

Unit 3 Change

-1.Introduction

--Change： introduction

-2.Language study

--Change：language study

--Reading 1

--Reading 2

-3.Business Topic: Adaptation during uncertain times

--Change:business topic

-4.Meeting managing language and skills

--Change: skills

--Discussion task 1

--Discussion task 2

-5. Case study

--Case study task 1

--case study task 2

-Unit 3 quiz

Unit 4 Organization

-1. Introduction

--Organization: introduction

-2.Language study

--Organization: language study

--Reading 1

--Reading 2

-3. Business Topic: Different Organizations

--Organization: business topic

-4. Socializing skills

--Organization: skills

--Discussion task 1

--Discussion task 2

-5. Case study

--Case study 1

--Case study 2

-Unit 4 quiz

Unit 5 Advertising

-1. Introduction

--Advertising: introduction

-2.Language study

--Advertising: language study

--Reading 1

--Reading 2

-3. Business Topic: Creating an Ad

--Advertising： business topic

-4. Presentation skills

--Advertising: skills

--Discussion task 1

--Discussion task 2

-5. Case study

--Case study 1

--Case study 2

-Unit 5 quiz

Unit 6 Money

-1.Introduction

--Investment: introduction

-2.Language study

--Investment: language study

--Reading 1

--Reading 2

-3. Business Topic: investment

--Investment: business topic

-4. Skills:

--Investment: skills

--Discussion task 1

--Discussion task 2

-5. Case study

--Case study task 1

--Case study task 2

-unit 6 quiz

Unit 7 Cultures

-1. Introduction

--Cultures: introduction

-2. Language study

--Cultures: language study

--Reading 1

--Reading 2

-3. Business Topic: Culture Shock

--Cultures：business topic

-4. Skills:social interaction

--Cultures: skills

--Discussion task 1

--Discussion task 2

-5. Case study

--Case study task 1

--Case study task 2

-unit 7 quiz

Unit 8 Human Resources

-1. Introduction

--HR： introduction

-2. Language study

--HR: language study

--Reading 1

--Reading 2

-3. Business Topic:HR functions

--HR: business topic

-4. Skills:getting information on the telephone

--HR: skills

--Discussion task 1

--Discussion task 2

-5. Case study

--Case study task 1

--Case study task 2

-unit 8 quiz

Unit 9 International Market

-1. Introduction

--International Market: introduction

-2. Language study

--International Markets: language study

--Reading 1

--Reading 2

-3. Business Topic:Trade Internationally

--International Markets: business topic

-4. Skills:

--International Markets: skills

--Discussion task 1

--Discussion task 2

-5. Case study

--Case study task 1

--Case study task 2

-unit 9 quiz

Unit 10 Ethics

-Ethics: introduction

-2. Language study

--Ethics: language study

--Reading 1

--Reading 2

-3. Business Topic:

--Ethics：business topic

-4. Skills

--Ethics: skills

--Discussion task 1

--Discussion task 2

-5. Case study

--Case study task 1

--Case study task 2

-unit 10 quiz

Unit 11 Leadership

-1. Introduction

--Leadership: introduction

-2. Language study

--Leadership: language study

--Reading 1

--Reading 2

-3. Business Topic：

--leadership: business topic

-4. Skills

--skills: presenting skills

--Discussion task 1

--Discussion task 2

-5. Case study

--Case study task 1

--Case study task 2

-unit11 quiz

Unit 12 Competition

-1. Introduction

--Competition: introduction

-2. Languge study

--Competition: language study

--Reading 1

--Reading 2

-3. Business Topic

--Competition: business topic

-4. Skills

--Competition:skills

--Discussion task 1

--Discussion task 2

-5. Case study

--Case study task 1

--Case study task 2

-unit12 quiz

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