實用導游英語-課件9

實用導游英語實用導游英語Unit9HandlingComplaintsTourofHongKongUnit9HandlingComplaintsHandlethetourists’complaints;Writeareplytothetourists’complaintletter;IntroducesometouristsitesinHongKongtotourists.Havingfinishedlearningthisunit,oneisexpectedtobeableto:LearninggoalsHandlethetourists’complaintPart1-Warmingup

ListentothefollowingshortpassageandfillintheblankswiththewordsorphrasesyouhaveheardNooneenjoyscomplaining,thoughsomeareinthehabitofcomplaining,foritseldombrings_________feelingstooneself—especiallywhenoneistraveling.Butsometimesthingsdomakeonefeelunhappy.Attherestaurant,themost___________thingsareinefficiency,thestaff’sunfriendlyattitudeanddirtytableware.Whenyouaredealingwith_________,youshouldlistencarefully,bepoliteand,exceptwhenitisabsolutelynecessary,don’tmakeanycommentuntilthetouristhasfinished.Thenmakeashort,clear___________.Afterthat,youshouldrepeatthecomplaints.Thisistomakesurethatyouhavefullyunderstoodtheproblemandthattherearenomisunderstandings.Ifitisnotaseriousone,youcanhandleityourself.Youshouldexplaintothetouristtheactionyouplantotakeandtellhimwhenitwillbedone.Ifyoudecidethatamanagershould____________thecomplaints,youshouldfirstinformhimandthenarrangeameetingbetweenhimandthetourist.

positiveunbearablecomplaintsapologyHandlePart1-WarmingupListentothecondition[k?n'd???n]n.狀況Shower['?a??]n.淋浴soap[s??p]n.肥皂sincerely[s?n's??l?]adv.誠懇地apologize[?'pɑl?d?a?z]v.道歉bother['b?e?]v.麻煩adjacent[?'d?e?s?nt]a.鄰近的patience['pe???ns]n.耐心cause[k?:z]v.引起situation[s?tj?'e???n]n.情況putright使恢復正常attendto處理getstuckin陷入了Part2-SituationalDialoguescondition[k?n'd???n]n.Dialogue1--Complainingaboutthefacilitiesoftheroom(A:localguideB.tourist)A:Youaskedtoseeme,Mr.Hart?B:Icertainlydid.I’mnotatallhappy.A:Whatseemstobetheproblem,Mr.Hart?HowcanIhelpyou?B:Youcanhelpmebygettingmybathroomputright.It’sinaterriblecondition.WhenItriedtheshower,nowatercameoutatall.I’mwonderingwhytheyputmeinsucharoom.Theyshouldhaveknownitsconditionbeforewearrived.A:Iamsorrytohearthat.Theremusthavebeenamistake.I’llhaveitfixedimmediately.B:That’snotall.Thereisnosoap,towersortoiletpaper!A:Isincerely

apologizeforthis,Mr.Hart.I’llattendtoitassoonaspossible.

Listentothedialogue1andpracticeinpair1Dialogue1--ComplainingabouB:Don’tbother.I’mnothappywiththisroomforsomeotherreasons,too.Look,itisn’tatwinroomasIbooked.Besides,thisroomfacesthestreet,itisrathernoisy.Couldyouhelpmechangeittoaquietroom?A:I’lltry,Mr.Hart.I’lltalktothereceptionist.Well,Mr.Hart,wouldyoumovetotheadjacentroom,thatis618?InthemeantimeI’llhelpyouwithyourluggage.B:Yes,please.Andthankyouforyourpatience.Youarereallyveryhelpful.A:It’smypleasure.Justtrytoletmeknowwheneveryouneedmyhelp.B:Don’tbother.I’mnothappy2Listentothedialogue2andpracticeinpairDialogue2--Complainingaboutthetourguide’sbeinglate

(A:localguideB.tourist)(A:localguide;B:tourist)B:Excuseme.Areyouourtourguide?A:Yes,Iam.AreyouMr.HartfromtheUnitedStates?B:Yes.We’vebeenwaitinghereformorethanhalfanhour!Whyareyousolate?A:I’mterriblysorry.Ourbusgotstuckinatrafficjam.B:Youshouldhaveknownthetrafficisheavyinthishour.Whydidn’tyoustartearlier?A:Wedidstartearlierthanusual.Buttherewasanaccidentwhichcausedabigjamandheldusforalmostanhour.B:Allright.Nowlet’snotlettheguestswaitanylonger.A:Right.I’llexplainthesituationtotheguestmyselfonthebus.2Listentothedialogue2andp1.Complainingaboutsomething.a.Myluggageseemstobemissing.b.Waiter,myfoodisalongtimecoming.c.Theservicewasverybad.

2.Apologizinga.I’msorrytohavekeptyouwaiting.b.Weareverysorrytohavecausedyouthistrouble.c.Iamsorrytohearthat.Theremusthavebeenamistake.

Usefulexpressionsforatourguide1.ComplainingaboutsomethingB:Sir,I’vegotsomethingtocomplain.A:Yes?B:I’mafraid_________________________________________(服務員沒有把房間打掃干凈)A:I’mverysorry,Madam.______________________________________________________(我給客房部打電話家，馬上把您房間打掃干凈).B:Thereisdustonthechestofdrawers(衣柜).A:Pleaseletmeapologizeforthis.I’llaskaroomattendanttodustitimmediately.B:Andthereisanotherquestion._________________________________________________.(還有一個問題，臥室的窗戶關不上)Oralpractice:CompletetheFollowingDialogueinEnglish.(A:localguide;B:guest)theroomattendantdidnotproperlycleanmyroom.Letmecallthehousekeepingandhaveitdonerightaway.Thewindowofmybedroomwillnotcloseproperly.B:Sir,I’vegotsomethingtoA:Allright._________________________________________________________________________________(我請酒店的修理工馬上給您修好.還有問題嗎？)B:Yes.Ithink________________________________________(床單三天沒有更換了)A:_____________________________________________________________________________(我和酒店的經理溝通一下,確保這樣的事不再發(fā)生)。B：________________________(你真好!)A:_______________________________________________________________________(您如果再有什么問題,立即告訴我)B:Well,Ithink___________________________________(我已經投訴夠多的了).A:Youarerighttocomplain,Madam.Bytheway,boththeroomattendantandtherepairmenwillberightup.B:Verywell.Thankyouverymuch.A:Youareverywelcome,Madam.I’llasktherepairmanofthehoteltofixitrightaway.Arethereanyotherproblems,Madam?

thelinenhasn’tbeenchangedforthreedays.

Iwilltalktothemanagerofthehotelandmakesurethatthisdoesnothappenagain.That’sverykindofyouPleasedonothesitatetoletmeknowifyouhaveanyfurtherproblems.Ihavecomplainedenoughfortoday.A:Allright._________________DearSir,MyhusbandandIhaverecentlyreturnedfromoneofyourGoldenGroupholidaysinTunisia(突尼斯).Wechosethisholidayinsteadofmanyothersaswewereassuredbothinthebrochureandbyyouragencystaffthatthisparticularpackagecateredforretiredcoupleslikeourselves.Weunderstoodthatourspeciallyorganizedactivitieswouldberunbymature,friendlyhostesses.However,onarrivalatourdestinationweweremetbyaveryyouthfulrepwhoverycurtly(簡略地)toldusthattherewereonlytwootherpeopleonthegoldengrouppackageandthat,asaresult,wecouldjoinintheactivitiesorganizedforothergroupsorlookafterourselves.Sinceourtastesdonotincludehardrock(劇烈搖滾樂)orlate-nightpubcrawls(串酒吧),weaskedtobePart3-ReadingReadthefollowingtourcomplaintletterandthenwriteareply,referringtothestepsfordealingwithcomplaints.ATourComplaintLetterDearSir,Part3-ReadingR

movedtoanotherhotel.Weweretoldthatifwedidthisitwouldhavetobeatourexpense.Asaresult,wedecidetostaywherewewereandtoorganizeourownentertainment.Nowthatwehavereturnedhome,wefeelobligedtodrawyourattentiontoourdissatisfactionwiththeservicewereceived.Notonlywerewedeceivedbytheinformationinyourbrochurebutwewerenotproperlytreatedbyyourstaffintheresort.Wehopethismatterwillberectifiedtooursatisfactioninthenearfutureandlookforwardtohearingfromyoushortly.

Yoursfaithfully,MaryHart

ATourComplaintLetterApologizingfortheerrororfaultAcceptingthecomplaintAshortexplanationofthefaultInvestigationtobemadeATourComplaintLetterApologiATourComplaintLetter(forreferenceanswer)DearMrs.Hart,Thankyouforwritingtous.WearesorrytohearthatyouandyourhusbanddidnotenjoyyourrecentGoldenGroupholidayinTunisiaandapologizeifthetourrep’sbehaviorwasinappropriate.Weassureyouthisbehaviorisnotthekindwenormallytolerantandwewillbelookingintothematterfullyandtakinganynecessaryaction.Wewould,however,liketodrawyourattentiontothefactthatallourrepsarehighlytrained,whatevertheirage,andthatwedonotspecify(規(guī)定)howoldtheyareinourbrochures.ATourComplaintLetter(forreAstothespecialentertainmentpackagethatyourequested,wedoexplaininthebrochurethatthispackageisonlyrunwhenthereareaminimumofeightguestsrequestingitonanyonetour.Asyouyourselfmention,inyourcasetherewereonlyfourpeople,yourselvesandtwoothers.Thereforetherepwasquitecorrecttotellyouthatthiswouldnotbepossibleandthatwewouldbeunabletocovertheexpenseofachangeofhotel.

Asagoodwillgestureweenclosefourvouchers(優(yōu)惠劵)fordaytripstoParissothatyoucanappreciateournormalhighstandardofserviceforyourselves.

Yourssincerely,CustomerRelationsClerkAstothespecialentert哈特夫人，

謝謝您的來函。聽說您夫婦倆沒有盡情享受最近參加的突尼斯黃金團游，我們對此深表遺憾。如果是我方的工作人員行為失當，那我們表示深深歉意。我們無法容忍這種行為。我們將徹底調查此事，必要時采取行動。然而，我們必須指出我方的工作人員無論老少都是受過良好的培訓，我們在宣傳冊中不會詳細說明他們的具體年齡。

關于您要求的特殊娛樂活動套餐，我們在宣傳冊中有說明。這個套餐最低要求是八個人。正如您所提及，您們夫婦倆加另外兩位客人，總共只有四個人。所以我方的工作人員才告訴您不可能滿足您提出的要求，不能支付您更換賓館的費用。為表示我們的誠意，我們送您四張巴黎游的優(yōu)惠券，以便您能享受我們高標準的服務。此致敬禮

Exercise：PutthesecondletterintoChinese.Exercise：PutthesecondletterTheHartshavebeenwaitingforhalfanhourattheairport,butthelocalguidehasnotturnedupyet.TheHartsareunhappyandmakeacomplaintagainstthetravelservice.Howdoestheguidehandlethecomplaint?Thelocalguideshould:1)haveanhonestattitudeandberesponsibleforthemistake.2)makeanapologytotheHarts,andsmilekindlywhenshedoesit.3)explainthereasonwhyheorsheislate,andpromisetodohisorherbesttoimprovetheservice.4)Nomatterhowtheyrespond,theguidemustkeepcalmandtreattheguestspatientlyandrespectfully.5)Incaseofaseriouscomplaint,theguideshouldreportthecasetothemanagerorthepersonwhohandlesthecomplaint.HowtoDealwithTourist’sComplaintPart4-CaseStudyTheHartshavebeenwaitiTourofHongKongPart5-SkillTrainingPassageA–HongKongDisneylandreclaim[r?'kle?m]v.改造;開拓inimitable[?'n?m?t?b(?)l]a.獨特的；無比的accompany[?'k?mp?n?]v.陪伴delicate['del?k?t]a.精美的，雅致的element['el?m(?)nt]n.元素，要素hippo['h?p??]n.河馬cobra['kobr?]n.眼鏡蛇orangutan[??,r??u?'t?n]n.猩猩conceive[k?n'si?v]v.構思，設想animated['?n?me?t?d]a.活潑的exotic[?ɡ'zɑt?k]a.異國的gorilla[g?'r?l?]n.大猩猩sprinkle['spr??k(?)l]v.噴撒WordsandExpressionsTourofHongKongPart5-Skilladapt[?'d?pt]v.改編acrobatics[?kr?'b?t?ks]n.雜技blink[bl??k]v.眨眼睛contented[k?n'tent?d]a.滿足的sparkling['spɑrkl??]a.閃閃發(fā)光的capsule[?k?psul]n.太空艙alien['e?l??n]n.外國人

completewith包括，連同appealto對……有吸引力bewearyof對……感到厭倦HongKongDisneyland香港迪斯尼樂園Penny'sBay竹篙灣LantauIsland大嶼山adapt[?'d?pt]v.MainStreetU.S.A.美國小鎮(zhèn)大街Fantasyland夢幻世界Adventureland冒險世界Tomorrowland明天世界PaddyWagon警車WinniethePooh小熊維尼MainStreetU.S.A.TourofHongKongDisneylandTourofHongKongDisneylandI.PutthefollowingsentencesintoChinese.HongKongDisneylandislocatedonreclaimedlandinPenny'sBay,LantauIslandanditconsistsoffourthemedlands:

MainStreetU.S.A.,

Fantasyland,Adventurelandand

Tomorrowland.2.EnteringMainStreetU.S.A,wewillbeamazedbythedelicatebuildings,dimgaslampandPaddyWagonpassingby.3.Guidedbyabravecaptain,JungleRiverCruisewilltakeusintotheheartofhiddenregions.Hippos,cobras,elephants,orangutansandstartlingjungleeventsarewaitingforus..Exercises香港迪斯尼樂園位于大嶼山的竹篙灣，包括美國小鎮(zhèn)大街、幻想世界、探險世界和明日世界四個主題園區(qū)。走進美國小鎮(zhèn)大街，您會地看到精巧的建筑、幽暗的煤氣燈和穿梭的馬車。I.Putthefollowingsentences4.HaveyoueverbeentouchedbyCinderella'sextraordinarystoryandWinniethePooh'sadventuresintheforest?HaveyoueverwantedtobeaprincesssuchasSnowWhiteorSleepingBeauty?5.Leavethefairytalewonderlandperfectlycontentedandwestepintoourlaststop:Tomorrowland.Thisisthemostexcitingworldfullofthrillsandlaughsinspace.一位勇敢的船長將帶你開始叢林河上巡游，你將深入到叢林深處，見到河馬、眼鏡蛇、大象、猩猩和一些令人驚嘆的叢林奇景。你曾經被灰姑娘的故事和小熊維尼的森林探險感動過嗎？你想成為白雪公主或睡美人嗎？我們愜意地離開童話般的世界步入我們今天的最后一站—明天世界。這是一個充滿刺激和笑聲的太空世界。一位勇敢的船長將帶你開始叢林河上巡游，你將深入到叢林深處，見II.Skill-trainingSupposeyouareatourguide.YouhavetwodaystoshowagroupofforeigntouristsaroundHongKong.Workoutatourrouteandmakeapresentation.II.Skill-trainingPassageBLadies’Marketsub-tropical[s?b-'tr?p?k?l]a.亞熱帶temperate['temp?r?t]a.溫和的retain[r?'te?n]v.保持withdraw[w?e'dr??]v.撤退regain[r?'ge?n]v.收復sovereignty['s?vr?nt?]n.主權blend[blend]v.混合gusto['g?st??]n.愛好，嗜好diversity[da?'v??s?t?;d?-]n.多樣性gourmet['g??me?;'g??-]n.美食stall[st??l]n.貨攤peddler['pedl?]n.小販densely['d?nsli]adv.密集地WordsandExpressionsPassageBLadies’Marketdefective[d?'fekt?v]a.有缺陷的pajama[p?'d?ɑ?m?]n.睡衣accidently[,?ks?'dentl?]adv.意外地，偶然handover移出，交出comeacross偶遇beonalert提防Kowloon九龍theNewTerritory新界LanKwaiFong蘭桂坊WanChai灣仔CausewayBay銅鑼灣TsimSha尖沙咀TungChoiStreet通菜街MongKok旺角WordsandExpressionsdefective[d?'fekt?v]a.TouringLadies’MarketTouringLadies’Market

I.PutthefollowingsentencesintoEnglish.香港位于我國南部沿海珠江口東側，包括香港島、九龍半島、新界以及所屬島嶼與附近的海域。2.香港屬亞熱帶氣候區(qū)，但差不多有半年時間帶有溫帶氣候性質。3.早在150多年前，香港被形容為“荒蕪之地”。但時至今日，香港已發(fā)展成為一個國際商貿中心。ExercisesHongKongislocatedontheeastsideofPearlRiverestuaryalongthecoastinSouthChina,andconsistsofHongKongIsland,Kowloon,theNewTerritoryandadozensmallislandsaroundtheseplaces.TheclimateinHongKongissub-tropicalanditistemperatefornearlyhalfayear.I.Putthefollowingsentence4.女人街每天上午11點開市。5.在過去特別是20世紀90年代，女人街是大陸游客必須光顧的地方。Ladies’Marketstartsat11o’clockeverymorning,Ladies’Marketusedtobeamust–visitdestinationformainland’stravelers,especiallyin1990s.

HongKong,describedas“abarrenrock”over150yearsago,hasbecomeaworld-classfinancial,tradingandbusinesscenter.Ladies’Marketstartsat11II.Skill-trainingSupposeyouareatourguide.YouhavehalfadaytoshowagroupofforeigntouristsaroundLadies’MarketinHongKong.Workoutatourrouteandmakeapresentation.II.Skill-training實用導游英語實用導游英語Unit9HandlingComplaintsTourofHongKongUnit9HandlingComplaintsHandlethetourists’complaints;Writeareplytothetourists’complaintletter;IntroducesometouristsitesinHongKongtotourists.Havingfinishedlearningthisunit,oneisexpectedtobeableto:LearninggoalsHandlethetourists’complaintPart1-Warmingup

ListentothefollowingshortpassageandfillintheblankswiththewordsorphrasesyouhaveheardNooneenjoyscomplaining,thoughsomeareinthehabitofcomplaining,foritseldombrings_________feelingstooneself—especiallywhenoneistraveling.Butsometimesthingsdomakeonefeelunhappy.Attherestaurant,themost___________thingsareinefficiency,thestaff’sunfriendlyattitudeanddirtytableware.Whenyouaredealingwith_________,youshouldlistencarefully,bepoliteand,exceptwhenitisabsolutelynecessary,don’tmakeanycommentuntilthetouristhasfinished.Thenmakeashort,clear___________.Afterthat,youshouldrepeatthecomplaints.Thisistomakesurethatyouhavefullyunderstoodtheproblemandthattherearenomisunderstandings.Ifitisnotaseriousone,youcanhandleityourself.Youshouldexplaintothetouristtheactionyouplantotakeandtellhimwhenitwillbedone.Ifyoudecidethatamanagershould____________thecomplaints,youshouldfirstinformhimandthenarrangeameetingbetweenhimandthetourist.

positiveunbearablecomplaintsapologyHandlePart1-WarmingupListentothecondition[k?n'd???n]n.狀況Shower['?a??]n.淋浴soap[s??p]n.肥皂sincerely[s?n's??l?]adv.誠懇地apologize[?'pɑl?d?a?z]v.道歉bother['b?e?]v.麻煩adjacent[?'d?e?s?nt]a.鄰近的patience['pe???ns]n.耐心cause[k?:z]v.引起situation[s?tj?'e???n]n.情況putright使恢復正常attendto處理getstuckin陷入了Part2-SituationalDialoguescondition[k?n'd???n]n.Dialogue1--Complainingaboutthefacilitiesoftheroom(A:localguideB.tourist)A:Youaskedtoseeme,Mr.Hart?B:Icertainlydid.I’mnotatallhappy.A:Whatseemstobetheproblem,Mr.Hart?HowcanIhelpyou?B:Youcanhelpmebygettingmybathroomputright.It’sinaterriblecondition.WhenItriedtheshower,nowatercameoutatall.I’mwonderingwhytheyputmeinsucharoom.Theyshouldhaveknownitsconditionbeforewearrived.A:Iamsorrytohearthat.Theremusthavebeenamistake.I’llhaveitfixedimmediately.B:That’snotall.Thereisnosoap,towersortoiletpaper!A:Isincerely

apologizeforthis,Mr.Hart.I’llattendtoitassoonaspossible.

Listentothedialogue1andpracticeinpair1Dialogue1--ComplainingabouB:Don’tbother.I’mnothappywiththisroomforsomeotherreasons,too.Look,itisn’tatwinroomasIbooked.Besides,thisroomfacesthestreet,itisrathernoisy.Couldyouhelpmechangeittoaquietroom?A:I’lltry,Mr.Hart.I’lltalktothereceptionist.Well,Mr.Hart,wouldyoumovetotheadjacentroom,thatis618?InthemeantimeI’llhelpyouwithyourluggage.B:Yes,please.Andthankyouforyourpatience.Youarereallyveryhelpful.A:It’smypleasure.Justtrytoletmeknowwheneveryouneedmyhelp.B:Don’tbother.I’mnothappy2Listentothedialogue2andpracticeinpairDialogue2--Complainingaboutthetourguide’sbeinglate

(A:localguideB.tourist)(A:localguide;B:tourist)B:Excuseme.Areyouourtourguide?A:Yes,Iam.AreyouMr.HartfromtheUnitedStates?B:Yes.We’vebeenwaitinghereformorethanhalfanhour!Whyareyousolate?A:I’mterriblysorry.Ourbusgotstuckinatrafficjam.B:Youshouldhaveknownthetrafficisheavyinthishour.Whydidn’tyoustartearlier?A:Wedidstartearlierthanusual.Buttherewasanaccidentwhichcausedabigjamandheldusforalmostanhour.B:Allright.Nowlet’snotlettheguestswaitanylonger.A:Right.I’llexplainthesituationtotheguestmyselfonthebus.2Listentothedialogue2andp1.Complainingaboutsomething.a.Myluggageseemstobemissing.b.Waiter,myfoodisalongtimecoming.c.Theservicewasverybad.

2.Apologizinga.I’msorrytohavekeptyouwaiting.b.Weareverysorrytohavecausedyouthistrouble.c.Iamsorrytohearthat.Theremusthavebeenamistake.

Usefulexpressionsforatourguide1.ComplainingaboutsomethingB:Sir,I’vegotsomethingtocomplain.A:Yes?B:I’mafraid_________________________________________(服務員沒有把房間打掃干凈)A:I’mverysorry,Madam.______________________________________________________(我給客房部打電話家，馬上把您房間打掃干凈).B:Thereisdustonthechestofdrawers(衣柜).A:Pleaseletmeapologizeforthis.I’llaskaroomattendanttodustitimmediately.B:Andthereisanotherquestion._________________________________________________.(還有一個問題，臥室的窗戶關不上)Oralpractice:CompletetheFollowingDialogueinEnglish.(A:localguide;B:guest)theroomattendantdidnotproperlycleanmyroom.Letmecallthehousekeepingandhaveitdonerightaway.Thewindowofmybedroomwillnotcloseproperly.B:Sir,I’vegotsomethingtoA:Allright._________________________________________________________________________________(我請酒店的修理工馬上給您修好.還有問題嗎？)B:Yes.Ithink________________________________________(床單三天沒有更換了)A:_____________________________________________________________________________(我和酒店的經理溝通一下,確保這樣的事不再發(fā)生)。B：________________________(你真好!)A:_______________________________________________________________________(您如果再有什么問題,立即告訴我)B:Well,Ithink___________________________________(我已經投訴夠多的了).A:Youarerighttocomplain,Madam.Bytheway,boththeroomattendantandtherepairmenwillberightup.B:Verywell.Thankyouverymuch.A:Youareverywelcome,Madam.I’llasktherepairmanofthehoteltofixitrightaway.Arethereanyotherproblems,Madam?

thelinenhasn’tbeenchangedforthreedays.

Iwilltalktothemanagerofthehotelandmakesurethatthisdoesnothappenagain.That’sverykindofyouPleasedonothesitatetoletmeknowifyouhaveanyfurtherproblems.Ihavecomplainedenoughfortoday.A:Allright._________________DearSir,MyhusbandandIhaverecentlyreturnedfromoneofyourGoldenGroupholidaysinTunisia(突尼斯).Wechosethisholidayinsteadofmanyothersaswewereassuredbothinthebrochureandbyyouragencystaffthatthisparticularpackagecateredforretiredcoupleslikeourselves.Weunderstoodthatourspeciallyorganizedactivitieswouldberunbymature,friendlyhostesses.However,onarrivalatourdestinationweweremetbyaveryyouthfulrepwhoverycurtly(簡略地)toldusthattherewereonlytwootherpeopleonthegoldengrouppackageandthat,asaresult,wecouldjoinintheactivitiesorganizedforothergroupsorlookafterourselves.Sinceourtastesdonotincludehardrock(劇烈搖滾樂)orlate-nightpubcrawls(串酒吧),weaskedtobePart3-ReadingReadthefollowingtourcomplaintletterandthenwriteareply,referringtothestepsfordealingwithcomplaints.ATourComplaintLetterDearSir,Part3-ReadingR

movedtoanotherhotel.Weweretoldthatifwedidthisitwouldhavetobeatourexpense.Asaresult,wedecidetostaywherewewereandtoorganizeourownentertainment.Nowthatwehavereturnedhome,wefeelobligedtodrawyourattentiontoourdissatisfactionwiththeservicewereceived.Notonlywerewedeceivedbytheinformationinyourbrochurebutwewerenotproperlytreatedbyyourstaffintheresort.Wehopethismatterwillberectifiedtooursatisfactioninthenearfutureandlookforwardtohearingfromyoushortly.

Yoursfaithfully,MaryHart

ATourComplaintLetterApologizingfortheerrororfaultAcceptingthecomplaintAshortexplanationofthefaultInvestigationtobemadeATourComplaintLetterApologiATourComplaintLetter(forreferenceanswer)DearMrs.Hart,Thankyouforwritingtous.WearesorrytohearthatyouandyourhusbanddidnotenjoyyourrecentGoldenGroupholidayinTunisiaandapologizeifthetourrep’sbehaviorwasinappropriate.Weassureyouthisbehaviorisnotthekindwenormallytolerantandwewillbelookingintothematterfullyandtakinganynecessaryac