如何正確處理餐飲投訴.ppt

1、Dealing with Diners Complaints,Learning objects,Task preparing,Task presenting,Assignments,Further development,Task completing,Contents,Students are required to 1. learn some important words and phrases: look into the matter, compliment, live up to; 2. learn how to deal with diners complaints,Learni

2、ng objects,餐廳客人投訴的原因 1）服務(wù)出現(xiàn)錯(cuò)誤（不及時(shí)、過快、結(jié)賬錯(cuò)誤、上錯(cuò)菜等）。 2）對(duì)服務(wù)態(tài)度不滿（不主動(dòng)、過于冷淡、傲慢、質(zhì)疑顧客不軌、語言粗俗無禮等）。 3）對(duì)食品和（或）酒水質(zhì)量不滿。 4）對(duì)餐廳設(shè)備設(shè)施不滿,Task presenting,處理投訴的基本程序和方法 1）傾聽。在聆聽時(shí)要保持目光接觸，不是地用“Uhhuh”, “Oh”, 或點(diǎn)頭等身體語言來表明自己在認(rèn)真傾聽。 2）記錄。問清外賓的姓名(name)和房號(hào)(room number)等基本信息。如果可能，請(qǐng)做好筆記，同時(shí)向客人重復(fù)要點(diǎn)，確保信息的正確性。 3）溝通。迅速判斷客人投訴的原因、內(nèi)容以及自己可以采取

3、的解決方案，如贈(zèng)送（complementary）水果、餐券(meal voucher)等。在說話時(shí)，不要籠統(tǒng)地用Sir/Madam來稱呼，而應(yīng)使用Mr./Mrs. *, 使他們感到自己受到關(guān)注,4）致歉。如果是餐廳方面的錯(cuò)誤，應(yīng)鄭重道歉”We do apologize for”； 即使不是，也應(yīng)禮貌地說 “Im sorry to hear that.” 5) 如果超出自己的權(quán)限，應(yīng)立即請(qǐng)主管出面解決，”Sorry, can you wait a moment, please, and Ill get the manager.”(抱歉，能否稍等，我請(qǐng)經(jīng)理來為您解決。) 6）致謝。 “Thank

4、you for bringing the matter to our attention.” (感謝您提醒我們注意。) “I assure you that it wont happen again.”(您盡可以放心，不會(huì)再發(fā)生這種事情了。,1) Awful a. 沒烤熟 2) Raw b. 酸的 3) Burnt c. 不新鮮 4) Undone d. 微溫的 5) Overdone e. 糊的 6) Lukewarm f. 苦的 7) Sour g. 太老了 8) Stale h. 生的 9) starch i. 焦了 10) bitter j. 很糟糕,Word matching,Tas

5、k preparing,Discussion,1) In what kind of situations do guests make complaints about food and beverage? 2) How are you going to respond to the complaints in the first place? 3) Think of some solutions to diners reasonable complaints,Listen and answer,Listen to the dialogue and answer the following q

6、uestions: (1) What did the guest complain? (2) How did the waiter handle it? (3) Was the guest satisfied? How do you know that,Direction: Listen to the dialogue and supply the missing information. W=Waiter D=Diner W: Is everything _(1)_? D: No, the steak was recommended, but it is not very fresh. W:

7、 Oh! _ (2) _! This is quite _(3)_ as we have fresh steak from the market every day! Ill _(4)_. D: So what? It is not fresh and Im not happy about it,W: Im sorry, sir. Do you wish to _(5)_? That would be _(6)_, of course. _(7)_ a delicious dessert, _(8)_? D: No, I dont wan to try something else, and

8、find its not fresh again! This is very annoying. W: I see, sir. Just give us _(9)_, you will find this restaurant really _(10)_. Im sure everything will be all right next time you come. D: All right. Maybe Ill come again. W: Thank you very much, sir,W: Is everything to your satisfaction? D: No, the

9、steak was recommended, but it is not very fresh. W: Oh! Sorry to hear that! This is quite unusual as we have fresh steak from the market every day! Ill look into the matter. D: So what? It is not fresh and Im not happy about it! W: Im sorry, sir. Do you wish to try something else? That would be on t

10、he house, of course. How about a delicious dessert, with our compliments? D: No, I dont wan to try something else, and find its not fresh again! This is very annoying. W: I see, sir. Just give us another chance, you will find this restaurant really lives up to its name. Im sure everything will be al

11、l right next time you come. D: All right. Maybe Ill come again. W: Thank you very much, sir,Script,Learn some important words in this dialogue 1）在對(duì)話中Ill look into the matter. look into ph.在.里查資料;深入地檢查,研究;調(diào)查 2. 在對(duì)話中How about a delicious dessert, with our compliments? compliment n.C a. 贊美的話;恭維;敬意(+on)

12、 Its the nicest compliment Ive ever had.這是我聽到的最好的恭維話。 b. 問候;致意;道賀P My compliments to your father!向你父親代為致意,vt. a. 贊美;恭維;祝賀(+on) He complimented her on her new dress.他稱贊她的新衣服漂亮。 b. 向.贈(zèng)送(某物)以表示敬意(或祝賀)(+with) 3. 在對(duì)話中Just give us another chance, you will find this restaurant really lives up to its name.

13、live up to 實(shí)踐;不辜負(fù) You must live up to your promise. 你必須實(shí)踐自己的諾言,Learn some useful expressions related to this topic,Making a complaint,How much longer shall I wait for my? 我還要等多久? I ordered Spaghetti, but got Macaroni? 我點(diǎn)的是意大利面,但你卻給我通心粉。 I didnt order this fish! 我沒點(diǎn)魚！ It takes to long to wait! 等太久了！

14、The meat is too tough. 肉太硬了。 The chicken was overdone. It was as tough as leather. 雞肉的火候過了，吃起來和皮革一樣硬。 The plate is cracked. 盤子是破的,1) Whats the problem, sir? Can I be of assistance? 2) This is quite unusual. Ill look into the matter. 3) Ill attend to/take care of this right away 4) Im terribly sorry.

15、 I can give you something else if youd like. Thatll be on the house, of course. 5) Thank you for telling us. Ill speak to our manager about it. Please accept our apology. 6) Please feel free to contact us if you have any requests,Facing a complaint,Task completing1. Put the following into Chinese,1)

16、 The steak is underdone/overdone/raw/bloody/too tough/hard/dry! 2) Youve been ignoring us all the evening. Weve finished our dinner 20 minutes ago. If you dont bring the bill in the next two minutes, well leave. 3) This food tastes strange/funny/awful/bad. 4) Im very unhappy with your restaurant ser

17、vice. I was badly treated by a rude waiter. 5) The toast is too dark/too light/burnt/stale/soggy/damp,2. Work in pairs and act out the dialogue with your partner on the given situations,Role play,Situation 1: Mr. Stephen finds that the food is not he ordered. He ordered cheese burger. The food broug

18、ht to him looks like a ham and cheese sandwich, He wants another Martini while waiting. You listen to the complaints, apologize to him and offer to change the food and ask him if he wants something else while waiting. Situation 2: One diner complains that the meat is very hard. Its the hardest meat

19、he has ever had. He can not eat it. He wants to know if you have any spaghetti. If so, he wants to have some. You listen to the diners complaints, apologize to him and tell him well-done meat tends to be harder, and tell him he can order spaghetti or something else,Further development,1. Watch the f

20、lash and role-play the dialogue with your partner. 2. Make a conversation with the people designed in the picture. Key words and phrases: napkin, non-smoking, right away,Script,A: Waiter! B: Yes, madam. Can I help you? A: Yes, this napkins been used. Can you bring me a new one, please? B: Ill bring it right away, madam. A: Thank you. By the way, this is the non-smoking part of the restaurant, isnt it? B: Yes, mada