了解客人最初的需要和問(wèn)題所在

UnitTwenty-two

Complaints

PartOneRelatedInformation

●procedureofdealingwithcomplaint

Proceduresofdealingwithcomplaints:1.Listenattentivelyandpolitelytowhattheguestsaidandcalmdowntheguest2.Makeanapologytotheguestandfindoutwhattheproblemis3.Consultwiththeguesthowtosettletheproblem.4.TakeactionsquicklytoremovethecomplaintProcedureofdealingwithcomplaint:服務(wù)程序服務(wù)標(biāo)準(zhǔn)接受投訴1.遇到有客人投訴時(shí)需有禮貌、耐心地接待2.表示對(duì)客人投訴的關(guān)心，使客人平靜下來(lái)。3.傾聽客人的投訴4.真誠(chéng)地向客人致歉5.不可與客人發(fā)生爭(zhēng)執(zhí)6.不得推卸責(zé)任處理投訴1.了解客人最初的需要和問(wèn)題所在2.找有關(guān)人員咨詢,了解實(shí)際情況。3.積極尋求解決辦法,盡量滿足于客人要求4.與客人共同協(xié)商解決辦法5.按雙方認(rèn)可的辦法解決客人問(wèn)題.6.向客人致歉Thinkoverthefollowingquestionsanddiscussingroup:1.Whatshouldyoudoiftheguestrequirestocanceltheorderforhehasbeenwaitingforalongtime?2.Whatshouldyoudoiftheguestthinksthedishhasgonebadandrequirestocancelthedish?3.Ifyoudidn’theartheguest’sorderclearlyandservethewrongdish,whatshouldyoudo?PartTwoSimulationTrainingNewwordsClassroomactivitiesspaghetti[sp??ɡeti]n.

意大利面條onthehouse由店家〔公司〕負(fù)擔(dān)費(fèi)用,免費(fèi)shrimp[?rimp]n.

1

蝦,小蝦

2

矮小的人

compliment[?k?mpliment]

n.

1

贊美(話),恭維(話)

2

向…送禮以表示敬意

vt.

表?yè)P(yáng);恭維headwaiter領(lǐng)班winesteward[stju?d]

n.

1

(輪船、飛機(jī)等的)乘務(wù)員,服務(wù)員

tablecloth[?teibl?kl?θ]n.

桌布;臺(tái)布busboyn.

〈美〉餐館工broth[br?θ]n.

肉湯,魚湯,菜湯tough[t?f]adj.

老的,硬的

leather[?lee?]n.

皮,皮革

astoughasleather硬如皮革disgrace[dis'ɡreis]n.恥辱；丟臉的人或事；失寵Newwords:onthehouse免費(fèi)招待；免費(fèi)贈(zèng)送

今晚酒飯由店方免費(fèi)招待！Drinksandmealsareonthehousetonight!liveupto實(shí)踐；做到；辜負(fù)(期望)；無(wú)愧于(自己的聲望)選手們辜負(fù)了教練的期望。Theplayersfailedtoliveuptotheircoach'sexpectations.liveuptoone’sreputation:不負(fù)盛名

askforaleave請(qǐng)假seeto

照料；注意；注意做到；務(wù)必做到；我希望你能立即調(diào)查此事。

Ihopeyouwillseetothematterimmediately.我們應(yīng)該努力使我們做的一切工作都達(dá)到高標(biāo)準(zhǔn)。

Weshouldseetoitthatallworkdonereacheshighstandards.

ActivityICompletethefollowingdialogueM:Youasktoseeme,Mr.Smith?G:Yes,Idid.（我對(duì)受到的待遇很不滿意）M:(也許您可以告訴我發(fā)生了什么事？）G:it’smysteak.M:(出了什么問(wèn)題？）G:It’stooraw.Ican’teatit.(可當(dāng)我向你們的服務(wù)員提意見(jiàn)時(shí)，她根本不理我。）

I’mratherunsatisfiedwithyourservice.Maybeyoucouldtellmewhatthematteris?What’swrongwithit?ButwhenImadethecomplainttoyourwaitress,shejustignoredme.M:(非常抱歉，先生。我敢肯定她不是故意對(duì)您無(wú)禮的。)

Youseeshejuststartedoutasawaitressaweekagoanddoesn’tunderstandEnglishverywell.(她本該給您換一份牛排才是。）

G:Butshedidn’t.M:(先生，這是場(chǎng)誤會(huì)。）Iwillhavethesteakreturnedtothekitchenrightaway.G:That’smorelikeit.Well,thereissomethingelse.Thiswinehere,Ithinkitiscorked.M:Areyousure,sir?TheChiantihasbeenverypopularwithourguests.G:Well,hereyouare.（您自己嘗嘗.）I’mverysorry,sir.I’msurethatshedidn’tmeantoberudetoyou.Sir,itwasamisunderstanding.Sheshouldhavechangedasteakforyou.Haveatasteyourself.

M:No,sir.Itdoesn’ttastewrongatall.(也許不對(duì)您的口味，太酸了點(diǎn)，我建議您下次喝勃根地紅葡萄酒。）

G:Right,perhapsIwill.M:Isthatit,sir?（那么祝您晚飯吃得愉快。）G:Iwilltry.

Perhapsitisnottoyourtasteforit’salittlesour.IsuggestyoutrytheBergundyredwinenexttime.

Thenpleaseenjoyyourdinner.ActivityIIPutthefollowingintoEnglishorally.先生，需要幫忙嗎？Sir,canIhelpyou?我太太冷得不行。Mywifeisfeelingverycold.對(duì)不起，我不能把空調(diào)調(diào)得暖和些，因?yàn)橛行┤吮г惯@里太熱了。您介意把外套穿上嗎？

Sorry,Ican’tadjusttheairconditionerbecausesomeonearecomplainingit’stoohothere.Wouldyoumindputtingonyourcoat?好吧。Fine.也許你們?cè)敢庾侥沁叺慕锹淅?，那里更暖和些。Maybeyouwouldliketositincorneroverthere.Itwouldbewarmerthere.好的，謝謝您。OK,thankyou.ActivityIII

Role-play:

Mr.Greenfoundablackhairinthedish-porkshredswithfishseasoning,sohecomplainstothewaiteraboutit.Thewaiterapologizesandproposestobringanotherdishforhim.Mr.Greenrefusesforheisafraidtheymaypickoutthehairfromthedishandreturnittohim.PartThree

ExtendedReadingReadthepassageandanswerthequestions:1.Whatkindofattitudeshouldahotelstafftakewhenacustomercomplains?2.Whatshouldhotelstaffdowhenhe/shereceivecomplaints?3.Whatactionscanastafftaketoremovethecomplaint?1.Theyshouldbepoliteandhelpful.2.First,theyshouldlendanattentiveeartowhattheguesthastosayandalwaysheartheguestout.Andhe/sheshouldtakedownwhattheguesthassaid.then,he/sheshouldmakeashortapologyandexpresshis/herunderstandingoftheguest’ssituationorsympathizewiththeguest.Atlast,thestaffmembershouldtakeactionsquicklytoremovethecomplaint.3.He/shecanmakepolite,patient,anddetailedexplanationormakeswift,effectivecorrectionsandremedies,orreportthecomplainttoasuperior.PartFourKeytoexercisesIIGivethetermsorphrases.1.spagetti2.octopus3.busboy