旅游英語課件：Complaints

ComplaintsPartOneRevisionI.ReviewtheimportantphrasesinChapter8.II.Letthestudentsmakeshortconversationsandchecktheircommunicativeability.PartTwoTeachingPointsI.Importantpoint:masterwordsandphrasesrelatedtocomplaints.II.Difficultpoint:learnthecommunicativeskillsindealingwithcomplaints.PartThreeContentI.LeadinII.SituationalDialogues

III.Vocabulary&UsefulexpressionsIV.ReadingMaterials.V.KnowledgeExpansionI.Leadin1.Giveabriefintroductionaboutcomplaints.2.Informthestudentsofteachingobjectives.3.Providesomerelatedbackgroundinformationofcomplaints.II.SituationalDialogues

DialogueOneDialogueTwoDialogueThreeDialogueFourIII.Vocabulary&Usefulexpressions1.UsefulWords

complainagainstsomebodyaboutsomething投訴……dissatisfactionwith不滿于……putupwith/bear/tolerate忍受awful糟糕的poorservice糟糕的服務inconceivable不可思議的2.UsefulExpressionsIamwritingtoyoutocomplainabout…Iamwritingtoexpressmydissatisfactionwith…TherearesomeproblemswiththeflatthatIwishtobringtoattention.Foronething,thereis…Foranother…Icanhardlybear/tolerate/putupwithitanymore…Ihopethattheauthoritiesconcernedwillconsidermysuggestionsandimprovethesituationasbestastheycan.IV.ReadingMaterials.HowtodealwiththecomplaintsHereisasixstepprocedureforhandlingguest’scomplaints.1.Whenaguestaddressacomplaint,activelylistenwithsincereinterest.2.Expressadesiretohelp,andasktheguestformoreinformation,ifneeded.3.Statebacktotheguestwhatyouthinkhisorhercomplaintistocheckonunderstanding.4.Offeroneormoresolutionstotheguest.5.Iftheguestishappywithasolution,actonitquickly.Iftheguestisnothappywithanyofsolutions,oryoudonothavetheauthoritytoresolvethemattersatisfactorily,getthemanager.6.Followupwiththegueststomakesuretheyaresatisfied.V.KnowledgeExpansion案例：行程安排不周，旅行社需承擔違約責任市民劉某一家三口于2009年4月30日報名參加了某旅行社組織的北京4日游，付清了旅游費用，并簽訂了旅游合同。按照合同約定，應是第1天18∶30準時出發(fā)。劉某等3人按時到達出發(fā)點，但該團直到20∶30才出發(fā)。到達北京后，旅行社又沒按合同約定，帶劉某觀升國旗，贈天安門集體照，游清華北大外景、皇城根遺址公園；進入故宮后，導游未提供講解服務；因所租用車輛因手續(xù)不全被扣押致比規(guī)定時間晚一天返程。劉某遂投訴了該家旅行社，經(jīng)旅游監(jiān)管大隊調(diào)解，由旅行社一次性賠償劉某400元違約金。分析：

國家旅游局發(fā)布的《旅游行業(yè)對客人服務的基本標準（試行）》中旅行社服務基本標準有這樣的規(guī)定，除人力不可抗拒的因素外，屬于旅行社工作疏漏，致使旅游團減少服務項目或延誤旅游時間，旅行社應退還未提供服務項目的費用，并給予一定的賠償。未按規(guī)定時間出發(fā)致使游客沒有時間看升國旗、拍集體照、游客晚返程一天均是因為旅行社安排行程、租用車輛不當造成的，所以旅行社應承擔相應的違約責任。PartFour:ConsolidationOrganizethestudentsandletthemmakeoral-playcarefully,makesuretheylearntherelated