Unit 9-2 Handling Complaints （课件）-《旅游情景英语》（第二版）

（第二版） 旅游情景英语 1 Unit 9-2 Handling Complaints 旅游情景英语 旅游情景英语 Warming Up Language Focus Practice Extending Conclusion Review Homework Unit 9-2 Contents 项目简介 投资亮点 可行性介绍 需求分析 解决的问题 Review handle, complaint, handling complaint, transportation, accommodation, entertainment, lobby, explain, delayed flight, happen, matter, reception desk, staff, due to，control, traffic control, arrive in, within, awfully, look around, gather Key words and phrases Unit 9-2 旅游情景英语 Review As a tour guide, what should you do when the guest complains about food? Unit 9-2 旅游情景英语 Warming Up Display of the Pre-class Work: How should tour guides deal with guests’ complaints that the dishes are slow? Unit 9-2 旅游情景英语 Warming Up Display of the Pre-class Work: How should tour guides deal with guests’ complaints that the tableware is worn out? Unit 9-2 旅游情景英语 Language Focus Words and Phrases Situational Conversation Unit 9-2 旅游情景英语 Words and Expressions restaurant /'restrɒnt/ n. 饭店，餐馆 at a restaurant 在餐馆 complain /kəm'pleɪn/ vi. 抱怨，诉苦；vt. 诉说 dish /dɪʃ/ n. 盘，餐具，一盘食物 spoon /spu:n/ n. 匙，调羹 Unit 9-2 旅游情景英语 dirty /'dɜ:tɪ/ adj. 恶劣的，肮脏的；vt. 弄脏；vi. 变脏 change /tʃeɪndʒ/ vt. 改变，替换 anything /'eniθɪŋ/ pron. 任何东西 else /els/ adv. 其他，另外；adj. 别的 anything else 还有别的需要 Unit 9-2 旅游情景英语 Situational Conversation Conversation 2 Unit 9-2 旅游情景英语 Scene description The guide Miss Li (A) and the tourists are having dinner at a restaurant. One of the tourists, Mr. Thomas (B) is complaining to the guide about the food. Unit 9-2 Conversation 2 Explaining to a Guest about the Food 旅游情景英语 A: Excuse me. How is your meal? B: Good，but we have been waiting for twenty-five minutes for our last two dishes. A: Oh, really? Mr. Thomas. Let me ask waiter for it. Please wait a moment. B: OK. (After a few minutes later) A: Mr. Thomas. I’m terribly sorry. These staff are very busy this evening. But last two dishes will be ready within seven or eight minutes. Unit 9-2 旅游情景英语 B: Great. Thank you. A: You are welcome. B: Miss Li. The plate is very dirty; could you change another one for me now? A: I’m so sorry. I will change it for you right now. B: All right. A: Here you are. Mr. Thomas. Anything else? B: It’s OK. Thank you. Unit 9-2 旅游情景英语 1. How is your meal? 食物怎么样？ 注：游客进餐期间导游要及时询问进餐状况，耐心倾听客人所述内容， 以体现出主动热情的服务意识，同时也可以提早发现问题并及时解决。 2. I’m terribly sorry. These staff are very busy this evening. 实在是抱歉。服务员今晚都太忙了。 注：导游发现问题之后，首先向游客表示非常抱歉，并站在客观的立场 解释事情发生的原因。 Notes: Unit 9-2 旅游情景英语 3. But the last two dishes will be ready within seven or eight minutes. 最后的两道菜将会在7-8分钟之内准备好。 注：抱歉和解释之后，导游应将处理问题的结果及时告知游客。 4. Anything else? 还有其他需要吗？ 注：问题解决之后，导游主动询问是否还有其他需求。力求让游客满意。 Notes: Unit 9-2 旅游情景英语 Useful Expressions: 1. How is your meal? 食物怎么样？ 2. Let me ask the waiter. Please wait a moment. 我去问问服务员。请稍等一会儿。 3. But last two dishes will be ready within seven or eight minutes. 最后的两道菜将会在7-8分钟之内准备好。 4. I will change it for you right now. 我现在马上为您换一个。 5. Anything else? 还有其他需要吗？ Unit 9-2 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 9-2 旅游情景英语 You are a tour guide and dinning with tourists at a restaurant. A tourist is complaining about the slow service and dirty tableware. Scene description Unit 9-2 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. ________________________________________（我们 是11:20飞往西安的机票）. B: What’s up? A: _______________________________（恐怕航班延误了）. B: Why? A: Wait a moment. ____________________________（我马上 到接待处问问）. Unit 9-2 We have the tickets for the 11: 20 flight to Xi'an I'm afraid the flight has been delayed I will ask the reception desk for it 旅游情景英语 Unit 9-2 B: OK. A: The staff here told me that_____________________________ _________________（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 __________________________________________________ （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. The flight had been delayed due to the air traffic control Why don’t you looking around the shops or gather your baggage 旅游情景英语 Unit 9-2 Ⅱ. A: the tour guide, Miss Zhou B: the tourist, Mrs. Wilson A: Excuse me. _______________（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, _____________________________________（我去问问服 务员。请稍等一会）. How is your meal Let me ask the waiter. Please wait a moment 旅游情景英语 Unit 9-2 B: OK. A: Mrs. Wilson, would you like it cooked a little more? Or ________________________________（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. _______________ （还有别的需要 吗）？ B: It’s OK. Would you want to change another one Anything else 旅游情景英语 Discussion: Discuss the following questions and write your answers. Extending 1. What are the reasons of the tourists’ complaints? 2. What are the reasons of the flight delay? Unit 9-2 旅游情景英语    3. What would you say when the flight delayed? 4. What are the reasons of the food complaints? 5. How to apologize to the tourists? Could you say three ways? Unit 9-2 旅游情景英语 Conclusion words Useful Expressions for food complaints Language points in Tasks How to deal with complaints about the room not cleaned Handle complaints 9-2 Unit 9-2 旅游情景英语 Ⅲ. Translation. 1.Translate the following terms into Chinese. (1) wrong dish (2) flight delayed (3) kill the time (4) handling complaint (5) Call the first aid center Homework Unit 9-2 上错菜 航班延误 打发时间 处理投诉 给急救中心打电话 旅游情景英语 2.Translate the following terms into English. (1) 糟糕的天气 (2) 空中管制 (3) 接待处 (4) 由于 (5) 四处看看，逛一逛 Homework bad weather air traffic control reception desk due to look around Unit 9-2 旅游情景英语 3.Translate the following terms into English. (1) 晚餐怎么样？ (2) 我马上到信息处问问。 (3) 还有其他需要吗？ (4) 我们是02:30p.m.飞往重庆的机票。 (5) 我去问问。请您稍等。 Homework Unit 9-2 旅游情景英语 Unit 9-2 Thank You! 旅游情景英语 $$