酒店英语 课件 英文 Project1.7 Complaints

Project7Complaints01WordsandExpressions02UsefulExpressions03StandardOperationProcedures04Dialogues05Practicecontents行业PPT模板/hangye/06SupplementaryReadingWordsandExpressionsinconvenience n. 不便；麻烦mistake n. 错误overcharge v. 收费过高correct adj. 正确的amount n. 数量；数额toilet n. 厕所；马桶air-conditioner n. 空调clog v. 阻塞overflow v. 溢出bear v. 忍受imagine v. 想象upgrade v. 升级belongings n. 所有物appreciate v. 感激；欣赏express v. 表达regret n. 遗憾；歉意confuse v. 使混乱；使困惑settle v. 解决；安排promise v. 允诺；许诺UsefulExpressions1.Soyou'vebeenchargedforcallsyoudidn'tmake?2.Soyou'vebeenchargedforfaxesyoudidn'tsend?3.Soyou'vebeenchargedforfilmsyoudidn'twatch?4.Ireallymustapologizefortheinconvenience.5.Pleaseacceptmyapologiesforourmistake.6.I'mterriblysorryforoverchargingyou.7.Iapologizeforwastingyourtime.8.I'mafraidthatisthecorrectamount,Madame.9.I'msorry,butthebillisright,sir.FiveSessionsofdealingwithcomplaints1.HandlingEmotions:-StaycalmbyusingtheS.T.O.P.andself-talktechniques.2.ActiveListening,Apology/Empathy:-Showwillingnesstolistenbysaying“I'msorrytohearaboutthat.TellmewhathappenedsoIcanhelpyou.”-Demonstratebodylanguagethatisconsistenttoactivelistening.-Apologizebysaying“I'mtrulysorry”.-Lookforareasofagreementandshowempathy.-Offerhelpbysaying“Mynameis…Allowmetohelp.”FiveSessionsofdealingwithcomplaints3.Clarify:-Askquestionstofindoutwhattheproblemisandwhattheguestwouldlikeyoutodo.-Paraphraseyourunderstandingbysaying“LetmemakesureIunderstandthesituationclearly….Isthatcorrect?'4.Own/Solve/FollowThrough:-Avoid“triggers”butuse“calmers”.-Involveguestinthesolution.-Offeroptionsinapositivemannerandgetagreement.-Followthroughusingguidelines.5.ExceedExpectations:-Identifyseveritylevel.-Providegift(ifappropriate)thatiscommensuratewithseveritylevel.Scene1:ComplainingaboutRoomConditionsR:Goodevening,FrontOffice.HowmayIhelpyou?G:ThisisMr.SmithinRoom1213.Thetoiletinmyroomis,andthereissomethingwrongwiththeair-conditioneraswell.R:MayIknow?G:Thetoiletisclogged.WhenIflushedit,itoverflowed.Andtheair-conditionerdoesnotworkeither.TheroomisverycoldnowandIcan'tbearit.R:Firstly,wedo.OurGuestServiceManagerwillcometoyourroomwithintenminutes.G:That'sfine.(Fiveminuteslater.)M:Excuseme,Mr.Smith.IamLily,theGuestServiceManagerfromtheFrontOfficeDepartment.MayIhavenow?R:ReceptionistG:GuestM:GuestServiceManager下一页outoforderwhat'swrongindetailapologizefortheinconvenienceacheckoftheproblemsScene1:ComplainingaboutRoomConditionsG:Yes,please.Ican'timaginesuchthingshappeninginafive-starhotellikeyours.M:Iamterriblysorryfortheinconvenienceanditmighttakesometimetosolvetheproblems.Ifyoudon'tmind,willwithlakeviewonahigherfloor.OurroomattendantandIwillhelpyoucarryallyourbelongingstothesuiteandmakesureeverythingisfine.G:Thanks.Iappreciatethat.(15minuteslater.)R:Hello,Mr.Smith.ThisisLilyspeakingfromtheFrontOffice.Iseverythingallrightnow?G:Everythingisfinenow.Thankyou.R:You'rewelcome.Wehavesentyouafruitbasketto.Aroomattendantiswaitingoutsideyourroomnow.G:Thankyouverymuchindeed.R：ReceptionistG：Guest上一页freeupgradeyoutoourdeluxesuiteexpressourregretsforallthetroublesScene2:SomethingWrongwiththeBillG:Excuseme,sir.C:Yes,Mr.Hendrickson.CanIhelpyou?G:Yes.I'dliketocomplain.Thisbilliswrong.I'vebeenovercharged.ItsaysfromyourBusinessCenter,butI'veneverevenbeentotheBusinessCenter.Idon'tevenknowwhereitis!C:Isee,Mr.Hendrickson.Soyou'vebeenchargedforfaxesyoudidn'tsend?G:Yes,that'sright.I'm.WhywouldIwanttosendfaxes?C:Mm,yes,Iunderstand.CouldyoujustwaitonemomentwhileIcheckwiththeBusinessCenter?G:OK.C:CouldI,please,Mr.Hendrickson?G:Yeah,hereyouare.C:Thankyou,sir…Hello,BusinessCenter?I'vebeenspeakingto…R：ReceptionistG：GuestIsenttwofaxesonholidayherehaveyourpassport下一页Scene2:SomethingWrongwiththeBill(Afewminuteslater)C:Sorryto,sir.Itseemswe'vemadeamistake.TheBusinessCenterconfusedyouwithaMr.H-e-n-d-e-r-s-o-nwhoisstayinginthehotelatthemoment.Imust,Mr.Hendrickson.G:That'sallright.Everyonemakesmistakes,Isuppose.Now,canIsettlemybillplease?I'vegotaplanetocatch.C:Sure.Thankyoufor,sir.Ipromisesuchthingswon'thappenagain.C:CashierG:Guesthavekeptyouwaitingapologizefortheinconvenienceyourunderstanding上一页PracticeGuest:Youwanttocheckout.Younoticeamistakeonthebill.Youarenon-smoker,butyouarechargedapackofcigarettes.Youcomplainthatthereisamistakeonthebill.Cashier:Youcheckwiththeguestandfindoutthatthereisreallyamistakeonit.Youapologizeforthemistakeandmakepropercorrections.Task1Makeupconversationsaccordingtotheinformationprovidedbelow:PracticeYouareanoperator.Aguestcomplainsaboutthenextdoorguestwhoheldpartythewholenight.YoureportittotheAssistantManagerandtheAMwillsolveitimmediatelyhimself.Task2SupplementaryReadingS.T.O.P.TechniqueS.T.O.P.技巧KnowyourSIGNAL了解你的身体信号TAKECONTROLofyourself控制自己DotheOPPOSITEofyoursignal意识到你的身体信号，向与之相反的方向去做PRACTISE实践SupplementaryReadingManageFear控制畏惧Expectcomplaints预期投诉Self-talkthatyouhavecontrol告诉自