Unit 9-1 Handling Complaints （课件）-《旅游情景英语》（第二版）

（第二版） 旅游情景英语 1 Unit 9-1 Handling Complaints 旅游情景英语 旅游情景英语 Warming Up Language Focus Practice Extending Conclusion Pre-class Work Homework Unit 9-1 Contents 项目简介 投资亮点 可行性介绍 需求分析 解决的问题 Pre-class work How to deal with guest complaints during the trip? What are the types of complaints? Unit 9-1 旅游情景英语 Various situations that guests may complain about during the journey lost items, sudden illness, room equipment failure, accommodation noise, catering complains, travel changes, children’s ticket replacement, injury and fall, terrible weather, traffic accident, etc. Unit 9-1 Useful Expressions when you handle complaints 旅游情景英语 The students should know the procedure of handling complaints: Step 1 Answer and Listen to guests. Step 2 Apologize and show empathy. Step 3 Report to the manager if necessary. Step 4 Offer solutions. Step 5 Take some measures to make up negligence. Step 6 Follow up and check back. Unit 9-1 旅游情景英语 Psychological needs of guest complaints ☆ Looking forward to solving the problem. ☆ Yearning the respect. ☆ Hoping for compensation ☆ Venting your dissatisfaction Unit 9-1 旅游情景英语 Warming Up Talk about the following pictures. The words and phrases below may help you. bad weather traffic accident Unit 9-1 旅游情景英语 accommodation noise dirty environment cancellation of part of itinerary lost certificate Unit 9-1 旅游情景英语 Language Focus Words and Phrases Situational Conversations Unit 9-1 旅游情景英语 Words and Expressions handle /ˈhændl/ vt. 处理，管理 complaint /kəmˈpleɪnt/ n. 抱怨，投诉 handling complaint 处理投诉 transportation /ˌtrænspɔːˈteɪʃn/ n. 运输 accommodation /əˌkɒməˈdeɪʃn/ n. 住处 entertainment /ˌentəˈteɪnmənt/ n. 消遣，娱乐 Unit 9-1 旅游情景英语 lobby /'lɒbɪ/ n. 门厅，大厅；休息室 explain /ɪk'spleɪn/ vt.& vi. 讲解，解释 delay /dɪ'leɪ/ n. 延迟，拖延；vt. 延期，耽搁；vi. 延缓 delayed flight 航班延误 happen /'hæpən/ vi. 发生；碰巧；出现 matter /'mætə(r)/ n. 事件；（讨论、考虑等的）问题 Unit 9-1 旅游情景英语 reception /rɪ'sepʃn/ n. 接待; 欢迎 reception desk 接待处 staff /stɑ:f/ n. 职员，员工 due /dju:/ adj. 由于 due to 由于，因为 traffic /'træfɪk/ n. 交通 control /kən'trəʊl/ vt. 控制; 管理; 限制 traffic control 空中管制 Unit 9-1 旅游情景英语 arrive /ə'raɪv/ vi. 到达 arrive in 抵达，到达 within [/wɪ'ðɪn/ adv. 在内；prep . 在…内 awfully /'ɔ:fli/ adv. 极度地 around [ə'raʊnd/ adv. 大约，四处，在周围； prep. 围绕； 在附近 look around 四周看看 gather /'gæðə(r)/ vt. 收集; 整理 Unit 9-1 旅游情景英语 Situational Conversation Conversation 1 Unit 9-1 旅游情景英语 Scene description In the airport lobby, a tour guide Miss Zhao (A) is explaining to Mrs. Taylor(B) about the delayed flight. Conversation 1 Explaining to a Guest about the Delayed Flight Unit 9-1 旅游情景英语 B: Miss Zhao, We have the tickets for the 9:00 flight to Guilin. But it’s 9:00. What’s happened? A: I’m afraid the flight has been delayed. Mrs. Taylor. B: really? What’s matter? A: I’m not sure, but I will ask the reception desk for it. (Ten minutes later) A: Mrs. Taylor. The staff here told me that the flight had been delayed due to the air traffic control. Unit 9-1 旅游情景英语 B: Oh, it’s terrible. Did they say when the flight will arrive in? A: Within two hours. B: Oh, that’s a piece of bad news. A: I’m awfully sorry. But why don’t you look around the shops or gather your baggage? B: Mm. That is a good idea. I just want to have a look around there. A: OK. Unit 9-1 旅游情景英语 1. I’m afraid the flight has been delayed. 恐怕航班延误了。 注：游客办理登机手续之后持有登机牌和护照顺利通过安检，在候机 楼准备登机。起飞时间过后，还没有通知登机，导游应该通知游客航 班由于某种原因而延误。 2. I will ask the reception desk for it. 我马上到接待处问问。 注：对于游客提出飞机延误的质疑，导游事先就应该问清缘由，并及 时安抚游客，而不要等待游客询问时再去了解情况。 Notes: Unit 9-1 旅游情景英语 3. The staff here told me that the flight had been delayed due to the air traffic control. 这里的工作人员告诉我由于空中管制 而导致的航班延误。 注：飞机延误有多种原因，恶劣天气、机械故障、飞机维修、空中管 制、突发状况等。 4. Why don’t you look around the shops or gather your baggage? 为什么你们不到商店逛逛或者整理一下行李？ 注：遇到不可抗因素而导致的飞机延误，导游应该及时地解释并提出 合理的建议，尽量减少飞机延误给游客带来的不便。 Notes: Unit 9-1 旅游情景英语 Useful Expressions: 1. We have the tickets for the 9:00 flight to Guilin. 我们是9:00飞往桂林的航班。 2. I’m afraid the flight has been delayed. 恐怕航班延误了。 3. I will ask the reception desk for it. 我马上到接待处问问。 4. The flight had been delayed due to the air traffic control. 航班由于空中管制而延误。 5. Why don’t you look around the shops or gather your baggage? 为什么您们不到商店逛逛或者整理一下行李？ Unit 9-1 旅游情景英语 Role-play Act out the play with your partner according to the following scenes with the given sentence patterns. Practice Task One: Unit 9-1 旅游情景英语 Mr. White, a tourist, is now complaining about the delayed flight to the tour guide at the airport. Scene description Unit 9-1 旅游情景英语 Complete the following dialogues in English. Task Two： Ⅰ. A: the tour guide, Mr. Sun. B: a tourist, Mrs. Brown. B: Excuse me, Mr. Sun I have been waiting here for an hour. Our flight should be arrived half an hour ago. A: Yes. _________1_________(我们是11:20飞往西安的机票). B: What’s up? A: _____________2________________(恐怕航班延误了). B: Why? A: Wait a moment. _______3_______（我马上到接待处问问）. Unit 9-1 旅游情景英语 Unit 9-1 B: OK. A: The staff here told me that____________4_______________ （由于空中管制而导致的航班延误）. B: Oh, it’s terrible. When exactly will the flight arrive in? A: I’m afraid about two hours. So__________________5________________ (为什么你们不到商店逛逛或者整理一下行李)？ B: I suppose I have to. A: Please pay attention to the announcement. B: No problem. 旅游情景英语 Unit 9-1 Ⅱ. A: the tour guide, Miss Zhou B: the tourist, Mrs. Wilson A: Excuse me. ___________1_____________(餐怎么样)？ B: Miss Zhou. I need to talk with you. A: What’s matter? Mrs. Wilson. B: The dish is cold and this glass is broken. A: I’m terribly sorry. I’ll bring you a new one. About dish, _________________2___________________ (我去问问服务员。请稍等一会). 旅游情景英语 Unit 9-1 B: OK. A: Mrs. Wilson, would you like it cooked a little more? Or_______3________(马上为您换另外一个菜)？ B: That is OK. I would like it cooked again. A: Thanks. You are so kind. _________4___________ (还有别的需要吗)？ B: It’s OK. 旅游情景英语 Discussion: Discuss the following questions and write your answers. Extending 1. How should tour guides deal with guests’ complaints that the dishes are slow? Unit 9-1 旅游情景英语 Discussion: Discuss the following questions and write your answers. Extending 2. How should tour guides deal with guests’ complaints that the tableware is worn out? Unit 9-1 旅游情景英语 Conclusion words Useful Expressions for flight delay complaints Language points in Tasks How to deal with complaints about food Handling Complaints 9-1 Unit 9-1 旅游情景英语 Homework Exercises Ⅰ. True (T) or False (F) ( ) 1. The first of the handling with complains is to smile with guest. ( ) 2. The dirty environment problems are restaurant’s problem. ( ) 3. We should keep calm when we handling with the guest’s complains. T F T Unit 9-1 旅游情景英语 ( ) 4. The reasons of the commendation noise are not tour guide’s mistake. ( ) 5. We should believe that guests are always right when we handling complains. F T Unit 9-1 旅游情景英语 Ⅱ. Fill in the blanks with the words or phrases given. 1. I’m not sure, but I will ask the _______________ desk for it. 2. The staff here told me that the flight had been delayed due to the air_________ control. 3. Oh, really? Let me ask__________. Please wait a moment. 4. These___________ are very busy this evening. 5. The last two _________ will be ready within ten minutes. Unit 9-1 waiter staff reception dishes traffic reception traffic waiter staff dishes 旅游情景英语 Unit 9-1 Thank You! 旅游情景英语 $$