《酒店职场英语》课件-Unit 10 Handling Complaints

WorkplaceEnglishforHotel酒店职业英语

UnitTen

HandlingComplaints

Chapter3WorkinginF&BDepartmentOnHandlingComplaintsinaRestaurantComplaintsfromguestscanbetakenasanopportunitytoidentifyandrectifysomespecificproblemsyoumighthaveinyourrestaurants.Almosteveryoneworksinarestaurantwillhavetodealwithcustomercomplaintsatsomepoint,buthowyoudealwithitmakesabigdifference.Dealingwithguests’complaintsisanextremelychallengingtaskandrequiresexpertiseknowledge,tremendousexperiencealongwithsomebasictraining.Catalogue123456TaskDecompositionTaskFulfillingTaskReinforcementTaskExtendingProfessionalAdvancement7TaskDescriptionPeerAssessmentTaskDescriptionMrs.HarperishavingdinnerwithherfriendsattheFilletRestaurant.Afterthefirstdishisserved,theywaitsalongwhilefortheirmaincourse.TrytosolvetheproblemsforMrs.Harper.Task1:HandlingthecomplaintaboutslowserviceMr.CollinsishavingdinnerataChineserestaurant.It’abusynightfortherestaurantandthewaiterservesthewrongdishforhim.HeorderedBeanCurdinBrownSauce,butMapoBeanCurdwasserved.What'smore,whenMr.Collinsasksforasparebowl,there'snooneleft.TrytosolvetheproblemsforMr.Collinsasawaiter.Task2:HandlingthecomplaintaboutservingthewrongdishTaskDecomposition2.1WordsChargingBeanCurdinBrownSaucebarleytea/ˈbɑ:li/interruption/ˌɪntəˈrʌpʃn/sympathy/ˈsɪmpəθi/empathize/ˈempəθaɪz/红烧豆腐大麦茶n.中断，打断n.同情，慰问v.移情，共感2.12.22.2WorkingProceduresandUsefulSentencePatterns2.2.3Settlecomplaintsandexpressgratitude2.2.1Identifytheproblem2.2.2Apologizeandseekforasolution2.12.22.2.1Identifytheproblem2.12.2ABCYes,madam.HowmayIhelpyou?Excuseme,sir,butwhat’sthematter?I’msorry,sir,butwouldyoumindtellingmewhathappens?I’msorryaboutthat,madam.Wehavemoregueststhanusualtoday.I’llcheckitforyourightaway.Sorrytohavekeptyouwaiting,madam.I’vecheckedyourorderwiththechefandit’llbereadyin5minutes.I’llserveitassoonasit’sready.Oh,I’mawfullysorry.I’vemadeamistake.Yes,youareright.Wouldyoulikeaplateinplaceofabowl?Letmecheckit.2.2.2Apologizeandseekforasolution2.12.22.2.3Settlecomplaintsandexpressgratitude2.12.2ABCThanksforyouunderstanding.I’llberightrightbackwithyourorder.Sorryagainforkeepingyouwaiting.Hopeyou’llenjoyit.Thanksforyourunderstanding,sir.TaskFulfilling3.1Sampleconversationaboutdealingwithslowservice(H:Mrs.Harper;W:waiter)H:Waiter.W:Yes,madam?H:HowmuchlongershouldIbewaitinghereforthemaincoursetobeserved?We’vebeenhereforalmosthalfanhourandthere’sonlyonedishserved.W:I’msorryaboutthat,madam.Wehavemoregueststhanusualtoday.I’llcheckitforyourightaway.3.13.2H:Sorrytohavekeptyouwaiting,madam.I’vecheckedyourorderwiththechefandit’llbereadyin5minutes.I’llserveitassoonasit’sready.H:OK,thanks.Butitreallytakestoolong.W:Thanksforyouunderstanding.I’llberightrightbackwithyourorder.3.13.2W:Excuseme,madam.Herecomesyourfilletsteakwithcarrotsandpeas.H:Wow,finally,hereitis.I’mreallystarvingnow.W:Sorryagainforkeepingyouwaiting.Hopeyou’llenjoyit.3.13.23.2Sampleconversationaboutsolvingtheproblemofservingthewrongdish

(C:Mr.Collins;W:waiter)W:Excuseme,sir.HereisyourMapoBeanCurd.Pleaseenjoyit.C:Ibegyourpardon?Wedidn’torderMapoBeanCurd.WhatweorderedisBeanCurdinBrownSauce.W:Oh,I’mawfullysorry.I’vemadeamistake.ThisshouldbethedishforSeat3,not6.Andyourswillalsobeservedsoon.C:OK.Couldyoubringmeanothercupofbarleytea,please?3.13.2

W:Sure,sir.Here’syourteaandyourbeancurd.MapoBeanCurd,isthatright?C:Thanks.Andwouldyoubringmeonemorebowlplease?W:Justamoment,please....Sorry,sir,wedon’thaveasparebowl.C:What?Nomorebowl?Howcanthatbe?W:I’mawfullysorry,sir.Wehaveafullhousetonightandwe’reshortofhandsalittlebit.3.13.2

C:Nowmatterhowbusyyouare,youshouldalwaysgetenoughbowlsforyourguests.W:Yes,youareright.Wouldyoulikeaplateinplaceofabowl?C:Fine.Itwilldo,though.W:Tanksforyourunderstanding,sir.3.13.2TaskReinforcement

Makeasituationalconversationaboutdealingwithslowservice4.1RolePlays14.14.24.34.44.54.6Mr.Hayesishavingdinneratyourrestaurantandhasbeenwaitingforover20minutesforthefirstdishtobeserved.Hewasveryangryandwanttohaveawordwiththemanager.TrytosolvetheproblemforMr.Hayes.

Makeasituationalconversationaboutslovingtheproblemofservingthewrongdish2Mr.Davisishavingdinneratyourrestaurant.HeorderedSaltedChicken,butyouservedtheSpicyChickenforhim.Youwanttochangethedishforhim,buthehasnotimetowait.Youoffersvouchersforcompensationandcrossthedishoffthebill.4.14.24.34.44.54.64.2ListeningPractice

4.2.1Decidewhetherthefollowingaretureorfalse.1)Theguestiswaitingforhistunasalad.()2)Theguesthasbeenwaitingfor30minutes.()3)Therestaurantforgottheguest’sorder.()4)Therestaurantpromisedtomakeimprovementintheirservice.()FTFT4.14.24.34.44.54.64.2ListeningPractice

4.2.2Listentoaconversationandanswerthefollowquestions.1)What'stheproblemsintheconversation?2)Whatdidtheguestorder?3)Howlongdoesittaketopreparethedish?4)Howistheproblemsolved?Awrongdishwasserved.ShreddedMeatwithSweetBeanSauce.Thedishiscanceled.Abouttwentyminutes.4.14.24.34.44.54.64.3WritedowntheChineseequivalentsforthefollowingterms.1)handlecomplaints2)sincereandsympathetic3)customerrelations4)customerloyalty5)complimentarydrinks6)compensation

1)处理投诉2)真诚且有同情心3)客户关系4)客户忠诚度5)免费饮料6)补偿

4.14.24.34.44.54.64.4MultipleChoices1)Allofusshouldlearnhowto_____________difficultsituationsandpeople.A.fix B.care C.settle D.handle2)---I’msorryIshouldn’tbeensorudetoyou.---You_________yourtemperbutthat’sOK.A.havelost B.had C.didlose D.werelosing3)Pleaseacceptmyapology______________ourrestaurant.A.onbehalfof B.inbehalfof C.forbehalfof D.forpartof4.14.24.34.44.54.64)Themediacanoftenhelpsolveproblemsand___________attentiontosituations__________helpisneeded.A.take;which B.draw;where C.pay;that D.draw;/5)Ittookonlyafewweeksbeforethosesuggestionstobefully____________.A.admitted B.acknowledged C.absorbed D.considered4.14.24.34.44.54.64.5Translation

4.5.1PutthefollowingsentencesintoEnglish.1)抱歉，我马上为您查一下。2)菜一做好我马上就给您上菜。3)抱歉让您久等了，请您享用。4)很抱歉，我弄错了。5)感谢您的理解。I'msorryaboutthat.I'llcheckitforyourightaway.I'llserveitassoonasit'sready.Sorryagainforkeepingyouwaiting.Hopeyou'llenjoyit.I'mawfullysorry.I'vemadeamistake.Thankyouforyourunderstanding.4.14.24.34.44.54.64.5Translation

4.5.2PutthefollowingsentencesintoChinese.1)Wehavemoregueststhanusualtoday.2)I’vecheckedyourorderwiththechefandit’llbereadyin5minutes.3)Nowmatterhowbusyyouare,youshouldalwaysgetenoughbowlsforyourguests.我们今天的客人比平常多。我跟厨房核实了，五分钟内就可以为您上菜了。无论你们有多忙，你们都应该准备足够的碗供客人使用。4.14.24.34.44.54.64.5Translation

4.5.2PutthefollowingsentencesintoChinese.4)Thankyouforbringingthemattertoourattention.I’lllookintoit.5)I’mterriblysorryaboutthis,sir.IsthereanythingIcando?谢谢您向我们提出问题，我会调查这件事情的。非常抱歉，先生。我能做点儿什么吗？4.14.24.34.44.54.61)Whatwouldyoudofirstifaguestcomplainstoyouabouttheserviceinyourrestaurant?2)Whatwouldyouifyouservethewrongdishtotheguest?3)Whatwouldyoudoiftheguestcomplainsaboutwaitingfortoolong?4)Whyshouldwelistencarefullywhileaguestiscomplaining?4.6Discussion4.14.24.34.44.54.6TaskExtending5.1Guests’complaintsKeysentencesforreferenceThedishistoosaltyandmychildcan’teatitatall.Themeatistootough.Thisfoodtastestrange/awful/bad.Theair-conditioneristoocool/hot.I’mveryunhappywiththerestaurantservice.Iwasterriblytreatedbyoneofyourwaiters.5.15.2KeysentencesforreferenceWouldyoulikeanewoneorchangetoanotherdish?It’scomplimentary/freeofcharge/onthehouse.I’llattendtoitatonce.I’lltakecareofthisrightaway.I’lllookintothematteratonce.5.2Showconcernandresponse5.15.2KeysentencesforreferenceThankyoufortellingus,madam.Iassureyouitwon’thappenagain.Thankyoufortellingus.Iwillreporttoourmanagerimmediately.Pleaseacceptmyapology.Pleasefeelfreetocontactusifyouhaveanyrequests.5.2Showconcernandresponse5.15.2ProfessionalAdvancementWhenyouareworkinginthehospitalityindustry,thefirstthingcustomersexpectfromyouispolitenessandcourteousness.Itismoreimportantforyoutobearthisinmindwhenyouaredealingwithanupsetcustomer.Youshouldbepatientandlistenattentivelytothecustomer