Unit 9-3 Handling Complaints （课件）-《旅游情景英语》（第二版）

（第二版） 旅游情景英语 1 Unit 9-3 Handling Complaints 旅游情景英语 旅游情景英语 Warming Up Language Focus Practice Extending Conclusion Review Homework Unit 9-3 Contents 项目简介 投资亮点 可行性介绍 需求分析 解决的问题 Review restaurant，at a restaurant，complain，dish，spoon, dirty, change, anything, else, anything else Key words and phrases Unit 9-3 旅游情景英语 Review 1. What are the reasons of the food complaints? 2. How to apologize to the tourists? Could you say three ways? Unit 9-3 旅游情景英语 Main points 1. (1) Slow service. (2) Tableware. (3) Wrong dish. (4) Dirty environment. (5) Slack service attitude. 2. (1) I’m sorry to hear that; (2) I’m terrible/ awfully sorry; (3) I'm sorry about what's happened. Unit 9-3 旅游情景英语 Discussion Words and Phrases Useful Expressions The procedure of handling complaints Unit 9-3 旅游情景英语 Words and Phrases cancellation of part of itinerary 压缩行程 lost passport 遗失护照 traffic accident 交通事故 being sick 患病受伤 calling the first aid center 电话给急救中心 first aid techniques 急救技术 commendation noise 住宿噪音 commendation clean 住宿清洁 Unit 9-3 旅游情景英语 Words and Phrases facility problem 设备问题 repairing equipment 设备维修 mechanical problem 机械故障 aircraft maintenance 飞机维修 air traffic control 空中管制 late for boarding 登机迟到 bad weather 恶劣的天气 Unit 9-3 旅游情景英语 Words and Phrases slow service 服务速度慢 tableware /ˈteɪblweə(r)/ n. 餐具 wrong dish 上错菜 dirty environment 就餐环境差 slack service attitude 服务态度差 Unit 9-3 旅游情景英语 The procedure of handling complaints Unit 9-3 Step 1 Answer and Listen to guests. e.g. What’s the matter with you? Step 2 Apologize and show empathy. I’m awfully sorry. /I’m terribly sorry. / I’m sorry to hear that. I do apologize for that. Step 3 Report to the manager if necessary. Please wait a moment. I will ask our manager come to here right now. Step 4 Offer solutions. Why don’t you…? I suggest… Step 5 Take some measures to make up negligence. That would be on the house. …with our compliments. Step 6 Follow up and check back I will report to our manager and reply to you with in two days. 旅游情景英语 Notes: 1. Answer and Listening to guests. 询问并倾听。 注：遇到客人投诉，主动询问之后，首先要学会耐心倾听游客投诉 的内容。在倾听的过程中多使用理解性的言语，尽量站在游客的立 场来处理。 2. Apologize and show empathy 道歉并安慰。 注：不管事情对错，主动表示抱歉，并及时抚慰游客的情绪，避免 事态扩大。 Unit 9-3 旅游情景英语 3. Report to the manager if necessary 如有必要报告经理。 注：在自己不能处理的情况之下，及时上报相关负责人，以体现对 游客的尊重和对投诉的重视。 4. Offer solutions 提供解决办法。 注：及时提供方法来解决问题，并力求和游客的要求达成一致。 Unit 9-3 旅游情景英语 5. Take some measures to make up negligence 采取措施弥补过失。 注：当场采取有效措施，尽力弥补过错导致客人的误解或愤怒。如 有必要可以赠送鲜花、水果等礼物或者给予一定价格的折扣。 6. Follow up and check back 跟进并核实。 注：问题得到有效的解决之后，跟进结果并核实，有必要进行存档 处理，以避免下一次同样问题的投诉。 Unit 9-3 旅游情景英语 Imitative writing According to the text and conversations to write a dialogue about a complaint about the room not being cleaned. Practice Task One: Unit 9-3 旅游情景英语 Act out the play with your partner. You are a local guide, is going to deal with complaining about the room not cleaned. Task Two: Role-play Unit 9-3 旅游情景英语 Discussion: Discuss the work procedure of taking tourists to the airport bus for tour guide. Extending Unit 9-3 旅游情景英语 Conclusion words Useful Expressions of complaints about clean rooms Language points in Tasks A farewell speech Handle complaints 9-3 Unit 9-3 旅游情景英语 Homework Draw a flow chart of the work procedure of a tour guide seeing off tourists. Unit 9-3 旅游情景英语 Unit 9-3 Thank You! 旅游情景英语 $$