如何正確處理餐飲投訴

DealingwithDiner'sComplaintsLearningobjectsTaskpreparingTaskpresentingAssignmentsFurtherdevelopmentTaskcompletingContentsStudentsarerequiredto1.learnsomeimportantwordsandphrases:lookintothematter,compliment,liveupto;2.learnhowtodealwithdiner’scomplaints.Learningobjects餐廳客人投訴的原因1）服務(wù)出現(xiàn)錯誤（不及時、過快、結(jié)賬錯誤、上錯菜等）。2）對服務(wù)態(tài)度不滿（不主動、過于冷淡、傲慢、質(zhì)疑顧客不軌、語言粗俗無禮等）。3）對食品和（或）酒水質(zhì)量不滿。4）對餐廳設(shè)備設(shè)施不滿。Taskpresenting處理投訴的基本程序和方法1）傾聽。在聆聽時要保持目光接觸，不是地用“Uhhuh”,“Oh”,或點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(roomnumber)等基本信息。如果可能，請做好筆記，同時向客人重復(fù)要點，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的解決方案，如贈送（complementary）水果、餐券(mealvoucher)等。在說話時，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誤，應(yīng)鄭重道歉”Wedoapologizefor…”；即使不是，也應(yīng)禮貌地說“I’msorrytohearthat.”5)如果超出自己的權(quán)限，應(yīng)立即請主管出面解決，”Sorry,canyouwaitamoment,please,andI’llgetthemanager.”(抱歉，能否稍等，我請經(jīng)理來為您解決。)6）致謝?！癟hankyouforbringingthemattertoourattention.”(感謝您提醒我們注意。)“Iassureyouthatitwon’thappenagain.”(您盡可以放心，不會再發(fā)生這種事情了。)1)Awfula.沒烤熟2)Rawb.酸的3)Burntc.不新鮮4)Undoned.微溫的5)Overdonee.糊的6)Lukewarmf.苦的7)Sourg.太老了8)Staleh.生的9)starchi.焦了10)bitterj.很糟糕WordmatchingTaskpreparingDiscussion1)Inwhatkindofsituationsdoguestsmakecomplaintsaboutfoodandbeverage?2)Howareyougoingtorespondtothecomplaintsinthefirstplace?3)Thinkofsomesolutionstodiners’reasonablecomplaints.ListenandanswerListentothedialogueandanswerthefollowingquestions:(1)Whatdidtheguestcomplain?(2)Howdidthewaiterhandleit?(3)Wastheguestsatisfied?Howdoyouknowthat?Direction:

Listentothedialogueandsupplythemissinginformation.

W=WaiterD=DinerW:Iseverything_____(1)______?D:No,thesteakwasrecommended,butitisnotveryfresh.W:Oh!___(2)___!Thisisquite____(3)____aswehavefreshsteakfromthemarketeveryday!I’ll____(4)____.D:Sowhat?ItisnotfreshandI’mnothappyaboutit!

W:I’’msorry,sir.Doyouwishto___(5)____?Thatwouldbe___(6)___,ofcourse.___(7)___adeliciousdessert,___(8)___?D:No,Idon’’twantotrysomethingelse,andfindit’snotfreshagain!Thisisveryannoying.W:Isee,sir.Justgiveus_________(9)________,youwillfindthisrestaurantreally____________(10)__________.I’’msureeverythingwillbeallrightnexttimeyoucome.D:Allright.MaybeI’llcomeagain.W:Thankyouverymuch,sir.W:Iseverythingtoyoursatisfaction?D:No,thesteakwasrecommended,butitisnotveryfresh.W:Oh!Sorrytohearthat!Thisisquiteunusualaswehavefreshsteakfromthemarketeveryday!I’’lllookintothematter.D:Sowhat?ItisnotfreshandI’mnothappyaboutit!W:I’’msorry,sir.Doyouwishtotrysomethingelse?Thatwouldbeonthehouse,ofcourse.Howaboutadeliciousdessert,withourcompliments?D:No,Idon’’twantotrysomethingelse,andfindit’snotfreshagain!Thisisveryannoying.W:Isee,sir.Justgiveusanotherchance,youwillfindthisrestaurantreallylivesuptoitsname.I’’msureeverythingwillbeallrightnexttimeyoucome.D:Allright.MaybeI’llcomeagain.W:Thankyouverymuch,sir.ScriptLearnsomeimportantwordsinthisdialogue1）在對話話中I’lllookintothematter.lookintoph.在...里查資料料;深入地地檢查,研研究;調(diào)查查2.在對對話中Howaboutadeliciousdessert,withourcompliments?complimentn.[C]a.贊美美的話;恭恭維;敬意意[(+on)]It‘sthenicestcomplimentI’’veeverhad.這是我聽聽到的最好好的恭維話話。b.問候候;致意;道賀[P]Mycomplimentstoyourfather!向你你父親代為為致意!vt.a.贊美美;恭維;祝賀[(+on)]Hecomplimentedheronhernewdress.他稱贊她她的新衣服服漂亮。b.向向...贈送(某物)以表示示敬意(或祝賀賀)[(+with)]3.在在對話中中Justgiveusanotherchance,youwillfindthisrestaurantreallylivesuptoitsname.liveupto實踐踐;不辜辜負(fù)Youmustliveuptoyourpromise.你必須實實踐自己己的諾言言。Learnsomeusefulexpressionsrelatedtothistopic:MakingacomplaintHowmuchlongershallIwaitformy…?我還要等等多久……?IorderedSpaghetti,butgotMacaroni?我點的是是意大利利面,但但你卻給給我通心心粉。Ididn’’torderthisfish!我我沒沒點魚??！Ittakestolongtowait!等等太太久了！！Themeatistootough.肉肉太太硬了。。Thechickenwasoverdone.Itwasastoughasleather.雞肉的火火候過了了，吃起起來和皮皮革一樣樣硬。Theplateiscracked.盤盤子子是破的的。1)What’stheproblem,sir?CanIbeofassistance?2)Thisisquiteunusual.I’’lllookintothematter.3)I’llattendto/takecareofthisrightaway…4)I’mterriblysorry.Icangiveyousomethingelseifyou’dlike.That’’llbeonthehouse,ofcourse.5)Thankyoufortellingus.I’’llspeaktoourmanageraboutit.Pleaseacceptourapology.6)Pleasefeelfreetocontactusifyouhaveanyrequests.FacingacomplaintTaskcompleting1.PutthefollowingintoChinese:1)Thesteakisunderdone/overdone/raw/bloody/tootough/hard/dry!2)You’’vebeenignoringusalltheevening.We’vefinishedourdinner20minutesago.Ifyoudon’tbringthebillinthenexttwominutes,we’llleave.3)Thisfoodtastesstrange/funny/awful/bad.4)I’mveryunhappywithyourrestaurantservice.Iwasbadlytreatedbyarudewaiter.5)Thetoastistoodark/toolight/burnt/stale/soggy/damp.2.Workinpairsandactoutthedialoguewithyourpartneronthegivensituations.RoleplaySituation1:Mr.Stephenfindsthatthefoodisnotheordered.Heorderedcheeseburger.Thefoodbroughttohimlookslikeahamandcheesesandwich,HewantsanotherMartiniwhilewaiting.Youlistentothecomplaints,apologizetohimandoffertochangethefoodandaskhimifhewantssomethingelsewhilewaiting.Situation2:Onedinercomplainsthatthemeatisveryhard.It’’sthehardestmeathehaseverhad.Hecannoteatit.Hewantstoknowifyouhaveanyspaghetti.Ifso,hewantstohavesome.Youlistentothediner’’scomplaints,apologizetohimandtellhimwell-donemeattendstobeharder,andtellhimhecanorderspaghettiorsomethingelse.Furtherdevelopment1.Watchtheflashandrole-playthedialoguewithyourpartner.2.Makeaconversationwiththepeopledesignedinthepicture.Keywordsandphrases:napkin,non-smoking,rightaway.ScriptA:Waiter!B:Yes,madam.CanIhelpyou?A:Yes,thisnapkin’sbeenused.Canyoubringmeanewone,please?B:I’llbringitrightaway,ma