第八章（课件）《旅游英语》(上海交通大学出版社）

1 旅游英语 Project Ⅷ Handling Complaints 1 Lead-in 2 Task Description 4 Case Study 5 Practical Writing 6 Knowledge Expanding 3 Situational Practice ‹#› 目录 CONTENT 1 Lead-in ‹#› Lead-in Ⅰ If you have _______________ cheating, ____________________, ___________________, bad experiences with a ________________, or travel suppliers like flights, trains, ___________ and hotels, and the list can be longer, you should make a ___________ complaint to Ministry of Culture and Tourism or its ___________ in major cities where you are traveling. _______________ the regulations made by Ministry of Culture and Tourism, a tourist is required to make a tourist complaint within 90 days. When receiving complaints from tourists, Tourism Quality Supervision and Management office at all levels should ___________ these complaints within five ________________. To make a tourist complaint handled in a faster way, you can call the Tourism Quality Supervision and Management office complaint phone number 010-65275315 during the office hours: 8:30–12:00 and 14:30–17:00. 01 Listen to the passage and fill in the missing information you have heard. encountered Forced shopping fake products travel agency scenic spots branches According to working days handle tourist ‹#› Lead-in Ⅰ 02 Listen to the passage again, answer the following questions. (1) What is the passage about? (2) What is the complaint phone number of the Tourism Quality Supervision and Management Office? ‹#› 2 Task Description ‹#› Task Description Ⅱ complaints about the delayed flight complaints about the hotel make an apology complaints about the service ‹#› All kinds of complaints may arise because of bad weather, delayed flights, accidents, waiters’ rudeness in restaurants, or attendants’ bad service in the hotel, and so on. These problems always make tourists upset. To handle complaints successfully helps a guide carry out the tour smoothly. Task Description Ⅱ ‹#› When a complaint happens, you are required