酒店英語(yǔ) 課件 英文 Project3.7 Complaints

Project7Complaints01WordsandExpressions02UsefulExpressions03UsingPositiveLanguagetoDealingwithComplaints04DialogueExamples05ConversationPracticecontents行業(yè)PPT模板/hangye/06SupplementaryReadingcomplaints n. 抱怨，投訴worm n. 蟲子napkin n. 餐巾紙rightaway 立刻，馬上apologize v. 道歉terriblysorry 非常抱歉inconvenience n. 不便，麻煩appreciate v. 感激sincere adj. 真誠(chéng)的departmental adj. 部門的hand-overproblem 交接問題empathy n. 同理心，感同身受assume v. 假定，假設(shè)solution n. 解決方案horrible adj. 可怕的lobster n. 龍蝦kingprawns 大對(duì)蝦redcaviar 紅魚子醬misunderstandingn. 誤會(huì)，誤解carelessness n. 粗心大意refund n.&v. 退款miscalculation n. 計(jì)算錯(cuò)誤jargon n. 術(shù)語(yǔ)legitimate adj. 合理的defensive adj. 防御性的interrogate v. 審問interrupt v. 打斷WordsandExpressionsUsefulExpressions1.There'sahairinmywife'ssalad.2.Thisnapkinhasbeenused.3.Couldyouaskthosepeopleovertheretostopsmoking,please?4.ItoldyouIdidn'twanticeinit.Butyou'veputiceinit.5.Thisfoodtastesoff/awful/strange/funny/bad/dreadful.6.Thesteakisunderdone/overcooked/bloody/raw/tough/dry.7.Thesaladisold/notfresh/oily.8.Thetoastisburnt/stale/damp/toolight/toodark.9.Iamverysorrytohearthat.10.I'mterriblysorry,sir.I'llgoandgetitrightaway.11.I'mverysorry.I'llchangeitstraightaway.UsefulExpressions12.I'msosorry.I'llbringitrightaway,Madame.13.Imustapologize.I'lldoitrightaway.14.Pleaseacceptmyapologies.I'llgoandchangeit.15.I'mterriblysorry,Madame.I'llgetanewonewithoutice.16.Idoapologizeforanyinconveniencecausedbyus.17.Pleaseacceptoursincerestapologies.18.Pleasefeelfreetoletusknowifyouhaveanysuggestions.19.Idoappreciateyourunderstanding.20.Couldyougivemesomemoredetails?21.So,whatexactlyistheproblem?22.Thiswasduetothedepartmentalhand-overproblem.23.Wewillbebacktonormalservicesoon.UsingpositiveLanguagetodealingwithcomplaints1.ShowingempathyAspeoplearetalkingabouttheircomplaint,youcanshowyouunderstandtheirmessage,andencouragethemtocontinuebyshowingempathy.2.Excuses/ReasonsMosttimes,guestsarenotinterestedinreasonsorexcuses.Ifnotcommunicatedproperly,reasonscanmakeyouorthebusinesssoundunprofessional.Itreallydependsonthesituation.Sometimesitisveryappropriatetotellpeoplethereasons.UsingpositiveLanguagetodealingwithcomplaints3.ApologizingIt'simportanttoapologize,evenifyoudon'ttaketheresponsibility.4.AskingfordetailsHavingafullunderstandingofthesituationisimportant,especiallywhendealingwithpeoplefromdifferentcultures.Itisbesttomakecertainyouhavealltheinformation,ratherthanassumeyouunderstandtheproblem.5.TalkingaboutfutureactionBesolution-focused.Showwhatcanbedoneaboutthem.Sometimesthereisnothingthatcanbedoneatthatmoment.Itisimportanttoletthemknowyouareawarethereisaproblemandstepsarebeingtakentomakesureitdoesn'thappenagain.Scene1:ComplainingaboutFoodandDrinksG:Waitress!W:Yes,Madame.CanIhelpyou?G:The.Canyoubringmeanewone,please?W:IamsorryMadame.I'llbringitrightaway.G:Thankyou.Bytheway,thisistheoftherestaurant,isn'tit?W:Yes,Madame.G:Well,couldyouaskthosepeopleoverthereto,please?It'shorrible.W:Ofcourse,Madame.I'lldoitrightaway.……W:Here'syourlobster,Madame.G:Ididn'torderlobster.Iorderedkingprawns.W:Oh,I'mverysorry,Madame.W:WaitressG:GuestM:RestaurantManager下一頁(yè)napkinhasbeenusednon-smokingareastopsmokingScene1:ComplainingaboutFoodandDrinksG:Iamnothappywiththeservicehereatall.hereimmediately.(Afterawhile.)M:Youaskedforme,Madame?G:Icertainlydid.I'mnothappyatall.M:Perhapsyoucouldtellme,Madame.G:Thenapkinhasbeenused.Somepeoplearesmokinginthisnon-smokingarea.Youservedthewrongdish.Andworstofall,thesteakistootough.WhenIcomplainedtothewaiter,hedidn'ttakeanynotice.M:Iamextremelysorry,Madame.Iamsurethewaiterdidn'tmeantoberude.Perhapshedidn't

Heshouldhavechangedit.G:Well,whydidn'the?M:Amisunderstanding,Madame.Iwillimmediately.W:WaitressG:GuestM:RestaurantManagerCallthemanagerwhattheproblemisunderstandyoucorrectly.havethesteakchanged上一頁(yè)Scene1:ComplainingaboutFoodandDrinksG:Good.That'sbetter.M:IsthereanythingelseIcandoforyou?G:Yes.Thewine.Ithinkitiscorked.M:Areyousure,Madame?Thatclarethasbeenverygood.G:Youcantasteityourself.M:(Tastingit.)Madame,theredoesn'tseemtobeanythingwrongwithit.Perhapsitis

.IwouldrecommendyoutrytheBeaujolaisnexttime.G:OK,Iwill.M:IsthatanythingelseIcandoforyou?G:No,that'sall.Thankyou.M:Pleaseenjoyyourmeal,Madame.W:WaitressG:GuestM:RestaurantManageralittledryforyourtaste.上一頁(yè)Scene2:ComplainingaboutCarelessServiceatTableW:Hereisyourdrink,sir.S:Thanks.Oh,no.Look!Whatyou'vedone!W:I'mterriblysorry,sir.I'llimmediately.S:Hurryup!I'llhavesomethingimportanttodo.W:Idoapologizefor.MayIcleanitupforyou?S:No,I'lldoitmyself.W:Hereismycard,sir.CouldyoupleaseandIwillrefundthecosttoyou?S:Ithinkso,too.W:I'mawfullysorryto.Pleasedopardonme.Iassureyouitwon'thappenagain.S:Pleasebemorecarefulnexttime.W:Icertainlywill,sir.W:WaiterS:Mr.SmithbringyouaclothmycarelessnesssendmethecleaningbillhavespoiledyoureveningScene3:AMiscalculationontheBillG:Waiter.J:Yes,sir.AnythingIcandoforyou,sir?G:Nothingspecial.Ijustwantto.J:Yes,sir.What'stheproblem?G:Ican'tunderstandhowyou'veworkedoutsuchabill.Itcomestoonehundredandtwenty-sevendollars.Couldyoutellmehowyoumanagedto?J:Onemoment,please.I'llcheckitup.Look,sir,eighty-sevendollarsforfriedprawnsandgrilledlobster…G:Waitaminute.Please.J:Allright.Thatis,fifty-eightdollarsforthefriedprawnandtwenty-ninedollarsfortheGrilledlobster.Isthatright?G:Exactly.?G：GuestJ：JackmakesureofthebilladdthemupbreakitdownformeWhatabouttherest下一頁(yè)Scene3:AMiscalculationontheBillJ:Yes,sixdollarsforthecaviarand….G:Juststophere.Ididn'torderanyredcaviar.I'dliketomyself.AndIdidn'torderthisfriedegg,either.J:Sorry,I'llgoandcheckitagain.Sir,I'mawfullysorry.Wehavemiscalculatedthebillbytoyours.G:That'sright.Ihopesuchathingwon'thappentomeagain.J:I'mawfullysorry,sir.AndIassureyouitwon'thappenagain.G:That'sallright.G：GuestJ：Jack上一頁(yè)gooverthebilladdingthebillontheothertablePracticeYouareIslamic.YourorderisaRoastLambChop,butthewaiterservesadishthatlookslikeRoastPorkChop.Youareveryangryandyouwanttoseethemanager.Themanagerapologizesandofferstochangethedish.Themanagerasksifyouwantsomethingelsewhileyouarewaitingandoffersyouapotofjasmineteaforfree.Task1Makeupconversationsaccordingtotheinformationprovidedbelow:PracticeAyoungcoupleisdissatisfiedwitheverythingintherestaurant:theservicespeed,thequalityandcleannessofdishesanddrinks.Trytodealwiththecomplaintsandmakethemhappywithyourrestaurant.Task2Makeupconversationsaccordingtotheinformationprovidedbelow:SupplementaryReadingDealingwithangrypeople應(yīng)對(duì)憤怒的人DO可以做的-Staysafe保持安全-Ifyouarefeelingthreatenedbyanangryperson,youneedtoinvolveothers(co-workers,yourmanager)tohelpyouresolvethesituation.如果你感到被一個(gè)憤怒的人威脅，你需要讓其他人(同事，你的經(jīng)理)幫助你解決這個(gè)情況。-Maintaincontrol情緒控制-Remaincalm,professionalandempathetic.保持冷靜、專業(yè)和同理心。-Usesimplelanguageandavoidjargon使用簡(jiǎn)單的語(yǔ)言，避免專業(yè)術(shù)語(yǔ)-Speakslowly.Speakcalmly.Speakwithempathy.Ifaguestisyelling,speakquietlysotheyhavetobequietertohearyou.慢慢地說。平靜地說。帶著同理心說話。如果有客人在大喊大叫，要小聲說話，這樣他們才能更安靜地聽到。-Acknowledgetheproblemislegitimate承認(rèn)問題是合理的-Mostcomplaintsarerealinsomeway.Thanktheguestforbringingittoyourattention.Takeresponsibilityifyouareinvolved.大多數(shù)抱怨在某種程度上是真實(shí)的。感謝客人讓你注意到這個(gè)問題。如果你參與其中，就要承擔(dān)責(zé)任。-Findthecause找到原因-Applyyouractivelisteningskillsandaskquestionstogettotherootoftheissue.Askthemtoexplain.Don'tinterruptthemwhentheyspeak.Rephrasetheproblemandtoshowyouunderstanding.運(yùn)用你積極的傾聽技巧，提出問題，并找到問題的根源。請(qǐng)他們解釋一下。當(dāng)他們講話時(shí)不要打斷他們。復(fù)述這個(gè)問題，以表明你理解。-Apologize道歉-Apol