导游服务英语课件：Handling Complaints

HandlingComplaints

Lead-in

Allkindsofcomplaintsmayariseduetothebadweather,delayedflights,accidents,waiter’srudenessinrestaurants,orattendants’badservicesinthehotel.Thesetroublesalwaysmaketouristsannoyedandunhappy.Tohandlecomplaintssuccessfullyhelpstourguidescompletethetourguidingsmoothly.Theskilltodealwithcomplaintssuccessfullyisanecessityforaqualifiedtourguide.

BasicProcedure

1.Beforeyoudoanythingforacomplaint,youneedtolistenandmakesureyouunderstandwhatisbeingsaidsothatyoumayavoidanymisunderstandingandlettheclientsseeyourgenuinecarefortheirproblems.2.Whatevertheproblem,alwaysapologizefirstthenseeifyoucansortitout.3.Ifyoucansortouttheproblem,whichmaybeacaseofmisunderstanding,thendoitconfidentlyandpolitely.

BasicProcedure

4.Ifyoucan’tsolvetheproblem,repeattheinformationandwriteitdown,thenconveytothetouroperatororotherunitsconcernedtosettlethedisputes.5.Remembertoreplytotheclientsandinformthemofthefinaldecisionsassoonaspossible,askfortheiropinionsanddoapologizetothemsincerely.

Complaints

Topic1:SpeakingHandlingComplaintsattheRestaurant

ComplaintaboutHousekeepingService

Training

123Topic1:Speaking

Activity1:Reading

Readthetwodialoguesandpractice.Learnthewordsandexpressions.Speakoutthemainideaofthetwodialogues.Topic1:Speaking

Activity2:Roleplay

Task

Inarestaurant,oneofyourtouristsclaimsthattheseafoodisnotfresh,butthewaiterignoresthecustomer.Yourtouristisangrywithhisrudeness,andyouhelphimsolvetheproblem.

Topic1:Speaking

Activity2:Role-play

Requirement

First,disscusstherole-playwithyourgroup,andthenpracticewhatyouwouldsayinthissituation.Bepreparedtoperformtherole-playinfrontoftheclass.Theteacherandotherstudentswilldiscussandcompareeachrole-playpresentedandmakecommentsonhowitcanbeimproved.Topic1:Speaking

AboutComplaintsNotes:

导游人员是旅行社派出的代表，导游服务覆盖了旅游接待服务的全过程，起着连接和纽带作用，游客旅游活动的成败在很大程度上取决于导游服务质量。首先应端正态度，认真倾听；充分了解游客投诉的目的是发泄，是求重视还是求补偿；要满足游客的自尊心里，不要急于辩解和反驳，让游客把话说完；对于一些事情涉及面广或在真相不明前，不应急于表态，处理同时要做到有礼有理；游客有误投诉时，应向游客耐心解释说明情况；必要时应向旅行社回报，请求指示；核实情况后应向游客实事求是地讲清楚事情的缘由，属于自己的错误和不足之处，要向游客赔礼道歉，并且按照旅行社的指标或相关规定进行补偿；问题解决后导游员要善始善终把接待服务工作做好。Topic2:TheRemarksofTourGuide

GeneralRemarks

Agenciesalwaystrytolinkupwithreliablecarriesandhotelsthathavegoodreputationsforgivingthebestservice.However,unexpectedcircumstancesdoarise,inspiteofprecautions,especiallyatpeakperiodsorduringunfavorableweather.Topic2:TheRemarksofTourGuide

Sometouristsexpecttofindeverythingasitis“athome”andbecomeirritatedoveranydiscomfort.Theynotonlymakethemselvesmiserablebutalsoaffecttherestofthegroup.Tourguidesoftenobservethatafewpeopleundergoapersonalitychangewhentakenoutoftheirownenvironment,andtheybehaveastheyneverwouldathome.Othersbecomeemotionallyupsetwhenconfrontedwithproblems.Forexample,theycan’tcopewithacanceledordelayedflight.Theyloudlyproclaimtheirwoesifabagislostordamaged.Topic2:TheRemarksofTourGuide

Whenyouaredealingwithcomplaints,youshouldlistencarefully,bepoliteand,exceptwhenitisabsolutelynecessary,don’tcommentuntilthetouristhasfinished.Then,makeashort,clearapology.Afterthat,youshouldrepeatthecomplaint.Thisistomakesurethatyouhavefullyunderstoodtheproblemandthattherearenomisunderstandings.Whenpossible,youshouldalsowritedownwhatthetouristhassaid.Next,youshoulddecidewhowilldealwiththecomplaint.Ifitisnotaseriousone,youcandealwithityourself.Youshouldexplaintothetouristtheactionyouplantotakeandtellhimwhenitwillbedone.Ifyoudecidethatamanagershouldhandlethecomplaint,youshouldfirstinformhimandthenarrangeameetingbetweenhimandthetourist.Topic2:TheRemarksofTourGuide

Taskone

Allstudentsintheclassroomaredividedintoseveralgroupstodisscusscomplaints.

PracticeTasktwo

Afterdiscussion,eachgroupchoosearepresentativetomakeapresentation,andthentheteachershouldgivethecommentonthestudent’sanswer.Topic2:TheRemarksofTourGuide

SteponeRead

Readthepassagewiththequestionstheteachergivenandspeakoutthemainideaofthepassage.Topic3:SupplementaryReading

SteptwolearnNotestotheText1.bedissatisfiedwith.对…不满意如：Wearedissatisfiedwithyourservice.2.dissuade劝阻，劝止如：Pleasedissuadeyourfriendsnotquitthetravel.Topic3:SupplementaryReading

Stepthreepractice

Readthepassageworkinpairs.Topic3:SupplementaryReading

CulturedifferencesoneatingbetweenChineseandWesternersThetourismactivitiesinclude6basicelements:food,lodging,transportation,sightseeing,shoppingandentertainment.FoodranksNo.1amongthese6elements.WhenyouguideagroupofWesternersinChina,oryouleadagroupofChinesetoothercountries,youmusthavetheknowledgeoftheireatinghabit,soyoumaygivethemagoodservice.Culturedifferences:

Topic4:SocialEtiquette

FoodandtablemannersbetweenChinaandtheWestarequitedifferent.1.Chinesepeoplechoosefoodverycarefully.Theymostlyusefreshmaterialstomakefood.Forexampletheyprefertobuyfishwhentheyarestillalive.TheingredientsoftheChinesefoodareofgreatvarieties.Westernersbuytheirfoodfromsupermarketswhichonlysellrestoredmaterialsinmanycases.Theyusuallyshoponceaweek.Varietyoffoodiscomparativelylimited.Beefisthemostimportantmeatforthem.Topic4:SocialEtiquette

2.Westernerspaymoreattentiontothenutritionoftheirfood,sothewaysofcookingareverysimpleinordertosaveasmuchnutritionaspossible.Chinesepeoplepaymoreattentiontotheflavor,taste,fragrance,colorandshapeofthedishes,andtheyusedifferentwaystocook.Sometimesittakesalongtimeanddamagesthenutritionofthefood.3.Westernersputseasoningsattheendofcooking.Theyliketoeatvegetablewithoutcooking.Chinesepeopleputseasoningsduringtheprocessofcooking.Theyliketohavehotdishes.Topic4:SocialEtiquette

4.Westernersusuallysitaroundtherectangulartable.Thehostandhostesssitatthetwoendsofthetable.Chinesepeopleusearoundtable.Itrepresentsthefamilyreumion.Themostimportantpersonsitsintheseatfacingthedoor.5.Theprocedureofservingisdifferent:●Westernway:Appetizer—soup—MainCourses(dishesandrice)—Desert.Anddrinkbeerorwineduringthewholeprocess.●Chineseway:Colddishes—HotDishes—Vegetable—Soupandrice—fruit;anddrinkbeerorwineatbeginning.Topic4:SocialEtiquette

6.PeopleinChinaliketopickfoodwiththeirownchopsticks.Thehostalwaysputfoodintoguest’splatetoshowtheirhospitality.Ifyoueatthemall,thehostwillkeeponputtingfoodinyourplate.ButWesternersthinksit’snothealthybecauseyourchopstickshavebeenusedbyyourself.Theyliketouseonechopstickorspoontopickfood.Theyonlyputcertainamountoffoodforthemselvesanddon’tleaveanyfoodwhentheyfinish.7.Chinesehoslikestoprepareorordermorethanenoughfoodontable.Therewillbesomedishesleftwhentheyfinish.Westernersjustprepareororderenoughfoodaccordingtothenumberofguests.Ifthereisfoodleft,theytakethemawayindoggiebag.Topic4:SocialEtiquette

8.Westernerswillthinkyouarerudeifyoumakesoundduringthemeal.Westernpeopledonotholdtheirbowlupwhentheyhaveabowlofbowlofsoup.Chinesepeopleliketomakeloudnoisewhentheyarehavingsomedeliciousfoodtoshowtheirappreciation.9.MostoftheWesterndishesgettheirnamesdirectlyfromtheiringredientsortheiroriginalplaces.Chinesepeopleliketousetheirimaginations,orhistoricalstoriestochooseverycomplicatednamesforthedishes.Forexample:BuddhaJumpsovertheWall,Snow-mountainonfire—whatarethey?Topic4:SocialEtiquette

10.PeopleinWesterncountrieslikeAmericaandBritainalwaysgivetipstowaitersaftertheyfinishtheirmealinarestaurant.Ifyoudon’t,theywillnotbehappybecausetipsareoneoftheirmajorincomes.ButinChinathisonlyhappensinsometoprestaurantsandhotelsinlargeinternationalcitieslikeBeijing,Shanghai.Topic4:SocialEtiquette

CultureNote信奉伊斯兰教的国家，穆斯林都禁食猪肉、狗肉、猫肉，一般也禁食鱼肉、马肉、驴肉。多数的阿拉伯人不喜欢吃海参、螃蟹等食物，也不食无鳞鱼。接待来访穆斯林客人一定要安排清真席，特别要注意冷盆中不要出现猪肉。古兰经规定，穆斯林在正式场合严禁饮用含酒精的一切饮料。

CultureNote

CultureNote在信仰印度教的国家（比如印度、尼泊尔等国）里，教徒们奉牛为神。因此，印度教徒不吃牛肉，而且而且也忌讳用牛皮制成的皮鞋、皮带。虔诚的佛教徒一般不吃荤，“荤”包括一切动物性食品和葱、蒜、韭等辛香味食物，同时也不饮酒。在接待不同国家的客人时要具体了解清楚各国的饮食禁忌。

CultureNote

Inthewesterncountries,toseeadoctoryoushouldhaveanappointmentatthisprivateoffice.Thedoctorusuallyhasareceptionistwhoanswersthephoneandmakesappointments;healsohasanursewhoassistshim.Sometimesalaboratoryisattachedtohisoffice.Severaldoctorsmayworkinthesamebuilding,andsharetheuseKnowledgeConnection

ofthelab.

Peoplechooseadoctorrecommendedbyafriendorfromlookingupinthetelephonebook.Doctorsaregenerallythoughttobelongtoahighly-paidprofession.Ifyouareverysickandthedoctorhasnotimeforanappointment,youcangetquickmedicalcareattheemergencyroomofahospital.However,thisformoftreatmentissometimesveryexpensive.Ifyoucan’tgettotheemergencyroombyyourself,anambulancecancometowhereveryouaretotransportyou.Incaseofrealemergencies,peopleinAmericadial911forhelp.Thisnumberiscalledforalltypesofemergencies,includinghealthemergencies,firesKnowledgeConnection

anandpolicematters.译文

在西方国家，看病必须约在一生的私人诊所里。医生通常有一个接待员来回答电话并约定时间。医生还需要一个护士，有时诊所里还没有实验室。好几位医生可以同在一个大楼共用这个实验室。人们通过朋友介绍或找电话本找到医生。医生通常被看做是一种高收入的职业。如果你病了没时间预约医生，可以到医院的急诊室就医。但这种方式看病有时很贵。如果你自己不能去急诊室，会有救护车到你的住处护送你去医院。万一真的情况紧急，美国人可拨打911求助。这个电话号码也适用于所有类型的急救，如健康急救、救火、向警察求助。

HowtoaSummaryReport写作技巧提示：带团结束后，导游员要写一份总结，把带团过程中所做过的工作进行一次具体的分析、总结。结合客人的感谢信和反馈的信息，了解各项活动是否基本按照行程中的规定展开，与预先计划的是否一样。主要包括3个部分：成绩和缺点，经验和教训，以及今后的计划。Topic5:Writing

Sample

Situation:LiMingfinishedherfirsttourgroup.Nowwriteasummaryreport.Topic5:Writing

Sample

Itwentquitesmoothlysincethesizeofthegroupisquitesmall,15guestsandthetasksarequiteeasy.Nothingwentdeviatedfromthetourplan.ThoughIamnewtothejob,notalwaysinformativeluckilytheguestsarereallygood-tempered.Ireallyappreciatetheirgraciousunderstanding.Ithasbeenawonderfulexperience.Sightseeing,Hotel&Meals:Noonecanfindfaultwiththeexcursion.Food:TheyspokehighlyofGuilinanditscuisine.Feedback:Hereissomefeedbackfromtheguests:Topic5:Writing

Sample

1.Lauraisabitunorganizedandinexperienced.However,sheisreallyhospitable,considerate,keentodetailsandresponsible.Sheisacheerfulgirlwithgoodsenseofhumor,andendlesspatience.Shewasafterallverypopularwithgroupdespitethatsheknowsonlytherudimentsoftourguiding.Wereallyhadfunwithher.Topic5:Writing

Sample

2.Apromisingtourguide.Thoughshewasnotquiteinformativeattimes,shemadeagreatefforttomakeusfeelcomfortableandenjoyable.ThelandscapeofGui