(西餐英语)Module-Two-Unit-6-Dealing-with-Emergency-特殊情况处理课件

(西餐英语)ModuleTwoUnit6DealingwithEmergency特殊情况处理(西餐英语)ModuleTwoUnit6DealinContentonthetextbookPartISituationalDialoguesPartIIReadingPartIIIExercisePartIVCulturalInformation12/1/20222ContentonthetextbookPartIMoreRelatedknowledge12/1/20223MoreRelatedknowledge11/29/20Studentsarerequiredto1.learnsomeimportantwordsandphrases:lookintothematter,compliment,liveupto;2.learnhowtodealwithcomplaintswhichisoneoffrequentemergenciesintherestaurant...LearningobjectsStudentsarerequiredtoLearn

HowToHandleGuestComplaints如何处理客人投诉

Explainthecommoncausesforguestcomplaints.解释出致使客人投诉的一般原因。Listthe4typesofimproperattitudetowardshandlingguestcomplaints.列举出对待客人投诉的4类不正确的态度。Analyzetheguest’sreasonsforcomplaining.分析出客人投诉的一般心理。Demonstratetheproperstepsofhandlingguestcomplaints展示出处理客人投诉的合理步骤。(西餐英语)Module-Two-Unit-6-Dealing-with-Emergency-特殊情况处理课件HowDoYouLookOntheGuestComplaints?怎麽看待客人的投诉？NegativeAttitude:消极的态度：PositiveAttitude:积极的态度：ComplaintsAreOpportunities!投诉是——机会！HowDoYouLookOntheGuestCWhyGuestsComplain?客人为什么会投诉？SubjectiveReasons:主观方面的原因：1Notrespectingguest不尊重客人2Notresponsibleforthejob工作不负责任ObjectiveReasons:客观方面的原因：

Whenguestssubjectivelythinkthattheysufferthetroublescausedbystaff’smisconductontheirjob.客人的投诉，是指客人主观上

认为由于我们工作上的差错

而引起的麻烦和烦恼，或者损害了他们的利益等情况。WhyGuestsComplain?SubjectiNegativeReactionstowardshandlingguestcomplaints对待客人投诉的几种不正确的态度TalkingDown压制客人BeingDefensive–TakingGuestComplaintsPersonally

把客人的抱怨看成是个人问题BlamingAnotherEmployeeorDepartment责怪其它部门的同事BlamingGuestandArguingBack

责怪客人或与他们争执NegativeReactionsTalkingDownReasonsforComplaining客人投诉的一般心理TakingOutFrustration求发泄的心理MakingImpression求尊重的心理WantingCompensation求补偿的心理ReasonsforComplainingTakingCopingWithIrateGuest接待愤怒的客人Facinguptheirateguest,yourresponse:面对愤怒的客人，你的反应是：ARespondingSubmissively唯唯诺诺BBecomingAngeredinReturn以发怒的方式回敬CStayingCalmandRational以平静和理智来消除对方的愤怒CopingWithIrateGuestFacingCopingWithIrateGuest接待愤怒的客人‣Asktheguesttotalkslowerifheorsheisyelling.Afastrateofspeechisoftenaccompaniedbyaloudervoice.Whenyellingguestslowdowntheirspeech,theirvoiceleavealsogodown.Repeatthisrequestasmanytimesasnecessary.如果客人大声叫嚷，就请他们慢一点讲话。很快的语速，通常会伴随着很大的声音；如果客人谈话的语速放慢了，那麽他们讲话的声音也会随着降低。所以有必要需多次重复此要求。

Addthatyouintendtohelp-say:

“Pleasespeakmoreslowly.IcanhelpyoubetterifIfullyunderstandthesituation.”

可以说：“请您慢点讲话，如果我能了解发生了什麽事情，我就可以能够更好地帮助您。”

Recognizethataproblemdoesexist.Restatetheguest’sviewofwhattheproblemis.

我们应意识到客人提出的问题，就是酒店存在的问题。要站在客人的立场重申问题。CopingWithIrateGuest‣AskCopingWithIrateGuest接待愤怒的客人‣Showconcernfortheguest’sfeelings对客人的感受表示同情Say:“Icanunderstandwhythatwouldupsetyou.I’msorryyoufeelthatway.”可以说：“我能理解您为什麽会不高兴，我很抱歉会这样。”CopingWithIrateGuest‣ShowCopingWithIrateGuest接待愤怒的客人‣Askwhattheguestwouldlikeyoutosolveproblem询问客人愿意以何种方式解决问题Youwillshifttheguest’sfocusfromangertoproblemsolvingandyou’lldiscoverwaystonegotiateasolution.这样的话，你就把客人的注意力，从一味地发脾气转移到解决问题上来了。从而来协商解决问题。Youcansay:“Whatcanwedotomakeyoufeelcomfortable?”可以说：“您看，我们怎么做比较合适呢？”CopingWithIrateGuest‣AskCopingWithIrateGuest接待愤怒的客人‣Also:Providealternativesiftherequestcannotbemet.如果不能满足客人的需求，那麽就要提供其它选择。‣Youshouldimmediatelyrefertoyoursuperiorifanydecision-makingisbeyondyourauthority.超过你权限的要求，及你不能够解决的投诉需立即报告给你的直接上级。

CopingWithIrateGuest‣Also:CopingWithIrateGuest接待愤怒的客人

Nevermakeahastedecisionorpromisetoguestonthethingsthatyouarenotcertain.

千万不要遽下决定或轻易向客人承诺连你自己也不能确定的事情！

Youcansay:“Couldyoupleasewaitamoment,sir/ma’am?I’llcheckforyou.”你可以说：“对不起，先生/女士，请您稍等一下好吗？我给您查一下。”CopingWithIrateGuestTheStepsforHandlingGuestComplaints

处理客人投诉的步骤Listenattentivelyandshowyourconcern.注意聆听，表示你的关心。2.Staycalmandrational.Neverarguewiththeguest.Nevertrytoexplainyourself.保持冷静和理智，不要争辩、不要解释。3.Apologizetotheguestforwhathappened.对客人的投诉表示抱歉。4.Addresstherealproblemandshowempathy.询问问题，表示同情。5.Takenoteswhenevernecessary如有必要，做一下记录。TheStepsforHandlingGuestC

TheStepsforHandlingGuestComplaints

处理客人投诉的步骤6.InformguestwhatyouaregoingtodoandwhenyouwilldoitORofferanalternative.通知客人你将如何解决问题，或者提供解决问题的方法。Takeimmediateaction.Refertoyoursuperiorrightawaywhenevernecessary.立即采取行动。视需要，立即寻求上级的帮助。8.Follow-uptomakesureproblemissolved.跟进以保证问题的解决。9.Askguesttomakesurethathe/sheissatisfiedwiththeresult.最后询问客人对处理结果的感觉及满意度。TheStepsforHandlANYQUESTIONS还有问题吗ANYQUESTIONS餐厅客人投诉的原因1）服务出现错误（不及时、过快、结账错误、上错菜等）。2）对服务态度不满（不主动、过于冷淡、傲慢、质疑顾客不轨、语言粗俗无礼等）。3）对食品和（或）酒水质量不满。4）对餐厅设备设施不满。Taskpresenting餐厅客人投诉的原因Taskpresenting处理投诉的基本程序和方法1）倾听。在聆听时要保持目光接触，不是地用“Uhhuh”,“Oh”,或点头等身体语言来表明自己在认真倾听。2）记录。问清外宾的姓名(name)和房号(roomnumber)等基本信息。如果可能，请做好笔记，同时向客人重复要点，确保信息的正确性。3）沟通。迅速判断客人投诉的原因、内容以及自己可以采取的解决方案，如赠送（complementary）水果、餐券(mealvoucher)等。在说话时，不要笼统地用Sir/Madam来称呼，而应使用Mr./Mrs.**,使他们感到自己受到关注。处理投诉的基本程序和方法4）致歉。如果是餐厅方面的错误，应郑重道歉”Wedoapologizefor…”；即使不是，也应礼貌地说“I’msorrytohearthat.”5)如果超出自己的权限，应立即请主管出面解决，”Sorry,canyouwaitamoment,please,andI’llgetthemanager.”(抱歉，能否稍等，我请经理来为您解决。)6）致谢。“Thankyouforbringingthemattertoourattention.”(感谢您提醒我们注意。)“Iassureyouthatitwon’thappenagain.”(您尽可以放心，不会再发生这种事情了。)4）致歉。如果是餐厅方面的错误，应郑重道歉”WedoapDiscussion1)Inwhatkindofsituationsdoguestsmakecomplaintsaboutfoodandbeverage?2)Howareyougoingtorespondtothecomplaintsinthefirstplace?3)Thinkofsomesolutionstodiners’reasonablecomplaints.Discussion1)InwhatkindofsReadandanswer

(1)Whatdidtheguestcomplain?(2)Howdidthewaiterhandleit?(3)Wastheguestsatisfied?Howdoyouknowthat?ReadandanswerW:Iseverythingtoyoursatisfaction?D:No,thesteakwasrecommended,butitisnotveryfresh.W:Oh!Sorrytohearthat!Thisisquiteunusualaswehavefreshsteakfromthemarketeveryday!I’lllookintothematter.D:Sowhat?ItisnotfreshandI’mnothappyaboutit!W:I’msorry,sir.Doyouwishtotrysomethingelse?Thatwouldbeonthehouse,ofcourse.Howaboutadeliciousdessert,withourcompliments?D:No,Idon’twantotrysomethingelse,andfindit’snotfreshagain!Thisisveryannoying.W:Isee,sir.Justgiveusanotherchance,youwillfindthisrestaurantreallylivesuptoitsname.I’msureeverythingwillbeallrightnexttimeyoucome.D:Allright.MaybeI’llcomeagain.W:Thankyouverymuch,sir.

ScriptW:IseverythingtoyoursatisLearnsomeimportantwordsinthisdialogue1）在对话中I’lllookintothematter.lookintoph.在...里查资料;深入地检查,研究;调查2.在对话中Howaboutadeliciousdessert,withourcompliments?complimentn.[C]a.赞美的话;恭维;敬意[(+on)]It‘sthenicestcomplimentI’veeverhad.这是我听到的最好的恭维话。b.问候;致意;道贺[P]Mycomplimentstoyourfather!向你父亲代为致意!

Learnsomeimportantwordsinvt.a.赞美;恭维;祝贺[(+on)]Hecomplimentedheronhernewdress.他称赞她的新衣服漂亮。b.向...赠送(某物)以表示敬意(或祝贺)[(+with)]3.在对话中Justgiveusanotherchance,youwillfindthisrestaurantreallylivesuptoitsname.liveupto实践;不辜负Youmustliveuptoyourpromise.你必须实践自己的诺言。

vt.Learnsomeusefulexpressionsrelatedtothistopic:MakingacomplaintHowmuchlongershallIwaitformy…?我还要等多久…?IorderedSpaghetti,butgotMacaroni?我点的是意大利面,但你却给我通心粉。Ididn’torderthisfish!我没点鱼！Ittakestolongtowait!等太久了！Themeatistootough.肉太硬了。Thechickenwasoverdone.Itwasastoughasleather.鸡肉的火候过了，吃起来和皮革一样硬。Theplateiscracked.盘子是破的。Learnsomeusefulexpressions1)What’stheproblem,sir?CanIbeofassistance?2)Thisisquiteunusual.I’lllookintothematter.3)I’llattendto/takecareofthisrightaway…4)I’mterriblysorry.Icangiveyousomethingelseifyou’dlike.That’llbeonthehouse,ofcourse.5)Thankyoufortellingus.I’llspeaktoourmanageraboutit.Pleaseacceptourapology.6)Pleasefeelfreetocontactusifyouhaveanyrequests.Facingacomplaint1)What’stheproblem,sir?CaTaskcompleting

1.PutthefollowingintoChinese:

1)Thesteakisunderdone/overdone/raw/bloody/tootough/hard/dry!2)You’vebeenignoringusalltheevening.We’vefinishedourdinner20minutesago.Ifyoudon’tbringthebillinthenexttwominutes,we’llleave.3)Thisfoodtastesstrange/funny/awful/bad.4)I’mveryunhappywithyourrestaurantservice.Iwasbadlytreatedbyarudewaiter.5)Thetoastistoodark/toolight/burnt/stale/soggy/damp.Taskcompleting

1.PutthefolROLEPLAY

角色扮演练习ROLEPLAY2.Workinpairsandactoutthedialoguewithyourpartneronthegivensituations.RoleplaySituation1:Mr.Stephenfindsthatthefoodisnotheordered.Heorderedcheeseburger.Thefoodbroughttohimlookslikeahamandcheesesandwich,HewantsanotherMartiniwhilewaiting.Youlistentothecomplaints,apologizetohimandoffertochangethefoodandaskhimifhewantssomethingelsewhilewaiting.Situation2:Onedinercomplainsthatthemeatisveryhard.It’sthehardestmeathehaseverhad.Hecannoteatit.Hewantstoknowifyouhaveanyspaghetti.Ifso,hewantstohavesome.Youlistentothediner’scomplaints,apologizetohimandtellhimwell-donemeattendstobeharder,andtellhimhecanorderspaghettiorsomethingelse.2.WorkinpairsandactouttAssignmentsDiscussaftertheclass:Whatmighttheguestcomplainaboutinarestaurant?Howwillyoudealwithit?Thenmakeyourpresentationinthenextperiod.AssignmentsDiscussafterthe(西餐英语)ModuleTwoUnit6DealingwithEmergency特殊情况处理(西餐英语)ModuleTwoUnit6DealinContentonthetextbookPartISituationalDialoguesPartIIReadingPartIIIExercisePartIVCulturalInformation12/1/202235ContentonthetextbookPartIMoreRelatedknowledge12/1/202236MoreRelatedknowledge11/29/20Studentsarerequiredto1.learnsomeimportantwordsandphrases:lookintothematter,compliment,liveupto;2.learnhowtodealwithcomplaintswhichisoneoffrequentemergenciesintherestaurant...LearningobjectsStudentsarerequiredtoLearn

HowToHandleGuestComplaints如何处理客人投诉

Explainthecommoncausesforguestcomplaints.解释出致使客人投诉的一般原因。Listthe4typesofimproperattitudetowardshandlingguestcomplaints.列举出对待客人投诉的4类不正确的态度。Analyzetheguest’sreasonsforcomplaining.分析出客人投诉的一般心理。Demonstratetheproperstepsofhandlingguestcomplaints展示出处理客人投诉的合理步骤。(西餐英语)Module-Two-Unit-6-Dealing-with-Emergency-特殊情况处理课件HowDoYouLookOntheGuestComplaints?怎麽看待客人的投诉？NegativeAttitude:消极的态度：PositiveAttitude:积极的态度：ComplaintsAreOpportunities!投诉是——机会！HowDoYouLookOntheGuestCWhyGuestsComplain?客人为什么会投诉？SubjectiveReasons:主观方面的原因：1Notrespectingguest不尊重客人2Notresponsibleforthejob工作不负责任ObjectiveReasons:客观方面的原因：

Whenguestssubjectivelythinkthattheysufferthetroublescausedbystaff’smisconductontheirjob.客人的投诉，是指客人主观上

认为由于我们工作上的差错

而引起的麻烦和烦恼，或者损害了他们的利益等情况。WhyGuestsComplain?SubjectiNegativeReactionstowardshandlingguestcomplaints对待客人投诉的几种不正确的态度TalkingDown压制客人BeingDefensive–TakingGuestComplaintsPersonally

把客人的抱怨看成是个人问题BlamingAnotherEmployeeorDepartment责怪其它部门的同事BlamingGuestandArguingBack

责怪客人或与他们争执NegativeReactionsTalkingDownReasonsforComplaining客人投诉的一般心理TakingOutFrustration求发泄的心理MakingImpression求尊重的心理WantingCompensation求补偿的心理ReasonsforComplainingTakingCopingWithIrateGuest接待愤怒的客人Facinguptheirateguest,yourresponse:面对愤怒的客人，你的反应是：ARespondingSubmissively唯唯诺诺BBecomingAngeredinReturn以发怒的方式回敬CStayingCalmandRational以平静和理智来消除对方的愤怒CopingWithIrateGuestFacingCopingWithIrateGuest接待愤怒的客人‣Asktheguesttotalkslowerifheorsheisyelling.Afastrateofspeechisoftenaccompaniedbyaloudervoice.Whenyellingguestslowdowntheirspeech,theirvoiceleavealsogodown.Repeatthisrequestasmanytimesasnecessary.如果客人大声叫嚷，就请他们慢一点讲话。很快的语速，通常会伴随着很大的声音；如果客人谈话的语速放慢了，那麽他们讲话的声音也会随着降低。所以有必要需多次重复此要求。

Addthatyouintendtohelp-say:

“Pleasespeakmoreslowly.IcanhelpyoubetterifIfullyunderstandthesituation.”

可以说：“请您慢点讲话，如果我能了解发生了什麽事情，我就可以能够更好地帮助您。”

Recognizethataproblemdoesexist.Restatetheguest’sviewofwhattheproblemis.

我们应意识到客人提出的问题，就是酒店存在的问题。要站在客人的立场重申问题。CopingWithIrateGuest‣AskCopingWithIrateGuest接待愤怒的客人‣Showconcernfortheguest’sfeelings对客人的感受表示同情Say:“Icanunderstandwhythatwouldupsetyou.I’msorryyoufeelthatway.”可以说：“我能理解您为什麽会不高兴，我很抱歉会这样。”CopingWithIrateGuest‣ShowCopingWithIrateGuest接待愤怒的客人‣Askwhattheguestwouldlikeyoutosolveproblem询问客人愿意以何种方式解决问题Youwillshifttheguest’sfocusfromangertoproblemsolvingandyou’lldiscoverwaystonegotiateasolution.这样的话，你就把客人的注意力，从一味地发脾气转移到解决问题上来了。从而来协商解决问题。Youcansay:“Whatcanwedotomakeyoufeelcomfortable?”可以说：“您看，我们怎么做比较合适呢？”CopingWithIrateGuest‣AskCopingWithIrateGuest接待愤怒的客人‣Also:Providealternativesiftherequestcannotbemet.如果不能满足客人的需求，那麽就要提供其它选择。‣Youshouldimmediatelyrefertoyoursuperiorifanydecision-makingisbeyondyourauthority.超过你权限的要求，及你不能够解决的投诉需立即报告给你的直接上级。

CopingWithIrateGuest‣Also:CopingWithIrateGuest接待愤怒的客人

Nevermakeahastedecisionorpromisetoguestonthethingsthatyouarenotcertain.

千万不要遽下决定或轻易向客人承诺连你自己也不能确定的事情！

Youcansay:“Couldyoupleasewaitamoment,sir/ma’am?I’llcheckforyou.”你可以说：“对不起，先生/女士，请您稍等一下好吗？我给您查一下。”CopingWithIrateGuestTheStepsforHandlingGuestComplaints

处理客人投诉的步骤Listenattentivelyandshowyourconcern.注意聆听，表示你的关心。2.Staycalmandrational.Neverarguewiththeguest.Nevertrytoexplainyourself.保持冷静和理智，不要争辩、不要解释。3.Apologizetotheguestforwhathappened.对客人的投诉表示抱歉。4.Addresstherealproblemandshowempathy.询问问题，表示同情。5.Takenoteswhenevernecessary如有必要，做一下记录。TheStepsforHandlingGuestC

TheStepsforHandlingGuestComplaints

处理客人投诉的步骤6.InformguestwhatyouaregoingtodoandwhenyouwilldoitORofferanalternative.通知客人你将如何解决问题，或者提供解决问题的方法。Takeimmediateaction.Refertoyoursuperiorrightawaywhenevernecessary.立即采取行动。视需要，立即寻求上级的帮助。8.Follow-uptomakesureproblemissolved.跟进以保证问题的解决。9.Askguesttomakesurethathe/sheissatisfiedwiththeresult.最后询问客人对处理结果的感觉及满意度。TheStepsforHandlANYQUESTIONS还有问题吗ANYQUESTIONS餐厅客人投诉的原因1）服务出现错误（不及时、过快、结账错误、上错菜等）。2）对服务态度不满（不主动、过于冷淡、傲慢、质疑顾客不轨、语言粗俗无礼等）。3）对食品和（或）酒水质量不满。4）对餐厅设备设施不满。Taskpresenting餐厅客人投诉的原因Taskpresenting处理投诉的基本程序和方法1）倾听。在聆听时要保持目光接触，不是地用“Uhhuh”,“Oh”,或点头等身体语言来表明自己在认真倾听。2）记录。问清外宾的姓名(name)和房号(roomnumber)等基本信息。如果可能，请做好笔记，同时向客人重复要点，确保信息的正确性。3）沟通。迅速判断客人投诉的原因、内容以及自己可以采取的解决方案，如赠送（complementary）水果、餐券(mealvoucher)等。在说话时，不要笼统地用Sir/Madam来称呼，而应使用Mr./Mrs.**,使他们感到自己受到关注。处理投诉的基本程序和方法4）致歉。如果是餐厅方面的错误，应郑重道歉”Wedoapologizefor…”；即使不是，也应礼貌地说“I’msorrytohearthat.”5)如果超出自己的权限，应立即请主管出面解决，”Sorry,canyouwaitamoment,please,andI’llgetthemanager.”(抱歉，能否稍等，我请经理来为您解决。)6）致谢。“Thankyouforbringingthemattertoourattention.”(感谢您提醒我们注意。)“Iassureyouthatitwon’thappenagain.”(您尽可以放心，不会再发生这种事情了。)4）致歉。如果是餐厅方面的错误，应郑重道歉”WedoapDiscussion1)Inwhatkindofsituationsdoguestsmakecomplaintsaboutfoodandbeverage?2)Howareyougoingtorespondtothecomplaintsinthefirstplace?3)Thinkofsomesolutionstodiners’reasonablecomplaints.Discussion1)InwhatkindofsReadandanswer

(1)Whatdidtheguestcomplain?(2)Howdidthewaiterhandleit?(3)Wastheguestsatisfied?Howdoyouknowthat?ReadandanswerW:Iseverythingtoyoursatisfaction?D:No,thesteakwasrecommended,butitisnotveryfresh.W:Oh!Sorrytohearthat!Thisisquiteunusualaswehavefreshsteakfromthemarketeveryday!I’lllookintothematter.D:Sowhat?ItisnotfreshandI’mnothappyaboutit!W:I’msorry,sir.Doyouwishtotrysomethingelse?Thatwouldbeonthehouse,ofcourse.Howaboutadeliciousdessert,withourcompliments?D:No,Idon’twantotrysomethingelse,andfindit’snotfreshagain!Thisisveryannoying.W:Isee,sir.Justgiveusanotherchance,youwillfindthisrestaurantreallylivesuptoitsname.I’msureeverythingwillbeallrightnexttimeyoucome.D:Allright.MaybeI’llcomeagain.W:Thankyouverymuch,sir.

ScriptW:IseverythingtoyoursatisLearnsomeimportantwordsinthisdialogue1）在对话中I’lllookintothematter.lookintoph.在...里查资料;深入地检查,研究;调查2.在对话中Howaboutadeliciousdessert,withourcompliments?complimentn.[C]a.赞美的话;恭维;敬意[(+on)]It‘sthenicestcomplimentI’veeverhad.这是我听到的最好的恭维话。b.问候;致意;道贺[P]Mycomplimentstoyourfather!向你父亲代为致意!

Learnsomeimportantwordsinvt.a.赞美;恭维;祝贺[(+on)]Hecomplimentedheronhernewdress.他称赞她的新衣服漂亮。b.向...赠送(某物)以表示敬意(或祝贺)[(+with)]3.在对话中Justgiveusanotherchance,youwillfindthisrestaurantreallylivesuptoitsname.liveupto实践;不辜负Youmustliveuptoyourpromise.你必须实践自己的诺言。

vt.Learnsomeusefulexpressionsrelatedtothistopic:MakingacomplaintHowmuchlongershallIwaitformy…?我还要等多久…?IorderedSpaghetti,butgotMacaroni?我点的是意大利面,但你却给我通心粉。Ididn’torderthisfish!我没点鱼！Ittakestolongtowait!等太久了！Themeatistootough.肉太硬了。Thechickenwasoverdone.Itwasastoughasleather.鸡肉的火候过了