饭店情景英语（第二版）课件：Complaints Apologies 投诉与道歉

MajorContents酒店基础英语

Complaints&Apologies投诉与道歉酒店基础英语???1.Behavelikethis?2.How?3.SeriousComplaints?4.SmallComplaints?I.Leading-inBACKNEXT酒店基础英语1.Behavelikethis?Whenwedealwithcomplaints,themostimportantthingistoshowtheguestthatyousympathizeandyoucare.Evenifyouthinkthattheguestisbeingdifficultorunreasonable,youshouldnotshowyourrealfeelings.Insteadyoushouldbepolite,listentothempatiently,findoutwhatiswrongandthenactonit.I.Leading-inPREV.NEXT酒店基础英语2.How?Theanswertoanycomplaintshouldinclude:apology.action—eithertocorrectthemistakeortocallasupervisor.Rememberfortheminorcomplaints,youcandealwiththemdirectlybyyourself,butforseriousproblems,youneedtohandthemovertoyourSupervisororManager.I.Leading-inPREV.NEXT酒店基础英语3. SeriousComplaints?Ifaguesthasaseriouscomplaint,listenattentivelytotheguest’sproblem.Thensay,“I’msorry,Sir.PleasetakeaseatandI’llcallmyManagertohelpyou.”EnsurethatyoupassallthedetailsontoyourManagersothattheguestdoesnothavetotellhisstoryagain.I.Leading-inPREV.NEXT酒店基础英语4. SmallComplaints?Youcanturnanunhappyguestintoasatisfiedonebytakingthefollowingsteps.Step1Listenattentivelytotheguest’sproblemandifnecessaryclarifywiththeguestsothatyouunderstandtheexactcomplaint.Step2Apologizetotheguest.Step3Tellhimwhatyouaregoingtodo.Step4Tellhimwhenyouaregoingtodoit.I.Leading-inPREV.NEXT酒店基础英语4. SmallComplaints?So,youmayhandlesmallcomplaintsbysaying:I.Leading-inPREV.NEXTAPOLOGYACTIONTIMINGI’msorry,Sir.I’llcallHousekeepingimmediatelyI’mverysorry,Sir.I’llchangeitatonceI’msorry,Sir.I’llfetchtheshampoowithin5minutes酒店基础英语5. RememberSomecomplaintscanbeprevented.Ifyouknowthataguesthasbeenwaitingforsometime,youcouldsayforexample,“I’msorrytokeepyouwaiting,Madam.Yourmealwillbereadyverysoon.” Whenitdoesarrive,youcouldsay,“Iamsorryforhavingkeptyouwaiting(forsolong),Madam.Pleaseenjoyyourmeal.”I.Leading-inPREV.BACK酒店基础英语G:Excuseme,whyhasmyroomnotbeencleanedtoday?Itisverydirty.C:Iamsosorry,Sir.I’llcallHousekeepingandseetoitstraightaway.G:Ishouldhopeso.C:Again,myapologies,butitwillbecleanedverysoon.G:Thankyou.C:You’remostwelcome.II.Dialogues1BACKNEXT(C:ClerkG:Guest)酒店基础英语(C:Clerk

G:Guest)G:Whyhaveyoubroughtmeabeerinsteadofthebill?C:Iamverysorry,Sir.Iwillfetchyourbillimmediately.……C:Sorryforhavingkeptyouwaiting,Sir.Hereisyourbill.II.Dialogues2PREV.NEXT酒店基础英语(C:Clerk

G:Guest)G:Iamtryingtofindoutthephonenumberofacolleagueofyourswhoworksbehindthebar.C:Iamsorry,Sir,butI’mafraidIdon’tknowherphonenumbereither.Wouldyouliketoleaveamessageforher?G:No.IwouldliketospeaktoyourManager.C:IamafraidthattheManagerisnothereatthemoment,butI’llcallmysupervisorrightaway.II.Dialogues3PREV.NEXT酒店基础英语(C:Clerk

G:Guest)G:Iorderedsomecoffeetenminutesago.Whereisit?C:I’msosorry,Madam.I’llbringittoyoustraightaway. (Theclerkcomesbackwiththecoffee.)C:Excuseme,Madam,Iamsorrytohavekeptyouwaiting.Hereisyourcoffee.Pleaseenjoyyourmeal.II.Dialogues4PREV.BACK酒店基础英语sympathizev.同情;体谅 unreasonableadj.不讲道理的;不理智的patientadj.耐心的 supervisorn.主管attentiveadj.专心的 attentivelyadv.专心地clarifyv.澄清;使清楚 fetchv.去拿;去取III.Words&ExpressionsBACKNEXT酒店基础英语III.Words&Expressions1.I’msorry,Sir.2.I’mvery/sosorry,Sir/Madam.3.I’mverysorrytokeepyouwaiting.4.I’msorry,Sir.Wouldyoupleasegotothe...?5.Don’tworry,Sir/Madam.PREV.NEXT酒店基础英语III.Words&ExpressionsbringittoyourroomchangeitseetoitcallHousekeepingclearitupreportitdoeverythingthatIcantohelpPREV.BACK6.I’ll+checkitrightaway.immediately.straightaway.assoonaspossible.酒店基础英语IV.ExercisesWorkinpairstopracticedealingwithcomplaintsaccordingtothegiveninformationbelow.BACKNEXTCOMPLAINTACTIONMytelephonedoesn’twork.callEngineering(工程部)Where’smydessert?checkforyouMyroom’sstilldirty.cleanitI’vegotnotoiletpaper.fetchsomeIdidn’torderchicken.changeitMylaundry(待洗衣物;已洗衣物)

hasn’tarrived.callHousekeepingI’vebeenwaitingforsomeonetocollectmyluggagefor10minutes.callBellboy(行李员)酒店基础英语IV.Exercises