饭店情景英语（第二版）课件：Handling Complaints 处理投诉

MajorContents餐饮部HandlingComplaints处理投诉

???Howtohandlecomplaints?I.Leading-inBACKNEXTHowtohandlecomplaints?Complaintsandcriticismareunavoidableinanyformsofservice.Somecomplaintsarereasonableandthusmayservetobeperfectremindersofourservice.Sometimes,wemightalsoreceiveunreasonablecomplaintsthatsimplyresultfromdifficultpersonalitiesofcustomers.I.Leading-inPREV.NEXTHowtohandlecomplaints?Nomatterwhatthecomplaintisandhowtheguestbehaves,weshouldalwaystrytobenicetothem.Anargumentwillbethelastthingwe’dexpectintheserviceindustryandadissatisfiedguestwillresultinalossofourpotentialbusiness.I.Leading-inPREV.BACKII.WorkingProcedureBACKNEXT处理投诉工作流程II.WorkingProcedure1．仔细聆听客人的投诉,不随意打断,并在必要时对客人投诉作记录。2．避免争辩。首先要简短道歉,并表明同情和理解。I’mterribly/so/verysorry,Sir.非常抱歉,先生。Imustapologize,Madam.我向您道歉,女士。Pleaseacceptmyapology,Mr.White.怀特先生,请接受我的道歉。PREV.NEXTII.WorkingProcedure3．采取措施并告知客人。(1)如有必要,礼貌地作简要解释。Itisaverybusyevening.Severalgroupscametodineatthesametime.今晚客人比较多。几批客人都同时过来用餐。Welldonebeeftendstobetougher.做得熟一点的牛肉是要绵一些。Thistypeofcoffeedoestastebitter.这种咖啡口味是很苦。Thisdishdoestakesometimetoprepare.制作这道菜是要花些时间的。PREV.NEXTII.WorkingProcedure2)采取迅速有效的措施。I’llgoandgetitrightaway.我马上去取。I’llchangeitimmediately.我马上换。I’llgetyouanotheronestraightaway.我马上给您另外拿一个。I’llreportittooursupervisoratonce.我马上向主管汇报。(3)如有必要,上报主管或经理。PREV.BACK(W:Waiter

G:Guest)G: Waiter,howlongwillyoukeepmewaitinghere?W:Sorry,Sir.Couldyoutellmewhatthematteris?G: Imeanthesteak.Iorderedit5minutesago,butIhaven’tgotityet.W:I’msosorry,Sir.Iwillcheckwith thekitchenrightaway.G: Isimplycan’twaitanylonger.I’vegotmystomachrumblingnow.III.DialoguesBACKNEXTDialogue1ComplainingabouttheService(Waitercomesbacksoon.)W:Sorrytohavekeptyouwaiting,Sir.Yoursteakwillbereadyintwominutes.Wouldyoumindwaitingfortwomoreminuteswhilehavingsomesidedishesonourhouse?G: Well,seemsnootherchoiceatthemoment.W:Thankyousomuchforyour understanding,Sir.I’llbring youthecomplimentarydishes straightaway.III.DialoguesPREV.NEXTG:Excuseme,Sir.Iorderedtheseafoodpizzabutyougavemethevegetablepizza.W:I’mawfullysorry.Theremusthavebeensomemistake.Idoapologizeforgivingyouthewrongdish.I’llchangeitimmediatelyforyou.Theseafoodpizzawilltakeabout15minutestoprepare.Wouldyoutakesomecomplimentarydrinkwhilewaiting?

III.DialoguesDialogue2Mis-deliveryPREV.NEXT(W:Waitress

G:Guest)G:I’mafraidIdon’thavetimetowaitfornextpizza.Ihaveanappointmentat7:00inmyroom.Nowit’s6:40.W:Oh,youarestayingatourhotel,Ms....?G:Thomas.W:Wouldyoupleasetellmeyourroomnumber,Ms.Thomas?G:678,andwhy?III.DialoguesPREV.NEXTW:OK,Ms.Thomas,I’llasktheRoomServicetoserveyousomesnacksat9tonight,andyou’llhavetheseafoodpizza.Theyareonthehouseofcourse.Andnowpleasetrythevegetablepizzaifyoudon’tmind.We’llcrossthepizzaoffthebill.G:That’sveryconsiderateofyou.Thanks.W:Thankyouforlettingmeknowourmistake,Ms.Thomas.Iassureyouitwon’thappenagain.Pleaseenjoyyourself.III.DialoguesPREV.BACK如何应对难缠的客人?1．积极面对，把处理这类问题当做工作的一部分，尽力转化客人态度。Thinkpositively:“Handlingdifficultcustomerispartofyourjob”anddoyourbesttoturnhimintoaloyalcustomer.2．投入更多的耐心。Handlethedifficultcustomerswithextrapatience.3．果断地同客人沟通交流。Communicateassertivelywiththecustomer.IV.TipsforServiceBACKNEXT4．注重可商议事项，避开不相关联的事件甚至人身攻击。Focusonthenegotiableissuesratherthantheirrelevantissuesorpersonalattacks.5．强调你能做什么，而不是你不能做什么。RepeatonwhatyouCANDO,notwhatyouCAN’TDO.6．不和客人争论。Don’targuewiththecustomer.7．把握底线，灵活处理。Knowthebottom-linebutbeflexible.IV.TipsforServicePREV.NEXT8．如果仍无法让客人满意，将投诉上报主管处理。Escalatethecasetothesuperiorifthereisadeadlockinsatisfyingthecustomer.9．将投诉内容详尽告知主管或相关人员。Keepyoursuperiorandrelevantpartiesinformedofthecomplaintfromthedifficultcustomers.10．当客人接受提议解决方案时表示感谢。Expressappreciationwhenthecustomeragreestotherecommendedsolution.IV.TipsforServiceBACKNEXTPREV.NEXTPREV.BACKV.Words&ExpressionsBACKNEXTcriticismn.批评；指责 unavoidableadj.不可避免的；难免的remindern.提示；提醒物 personalityn.性格；个性potentialadj.潜在的；可能的 toughadj.坚韧的；咬不动的onthehouse饭店请客 pizzan.比萨cross...off...把……划掉 assurev.向……保证V.Words&ExpressionsPREV.BACKVI.Exercises1.Completethesentenceswiththegivenwordsinproperforms.BACKNEXT(1)I’llspeaktothe_____

andseewhathecando.

(2)Youareright.Pleaseacceptmy_________.

(3)Wewill______

thecosttoyou.

(4)I’msorry,Sir.Theremustbesome_______________.

(5)Tohandlecomplaintssuccessfully,thestaffmembershouldfollowsome______.

chefapologiesrefund(退款) followup manager chef

rules blame misunderstandingapologies solutions respondrefundmisunderstandingrulesVI.Exercises(6)You’dbetterofferoneormore_________

totheguest.

(7)Speaktoyour________whenindoubtabout