飯店情景英語（第二版）課件：Handling Complaints 處理投訴

MajorContents餐飲部HandlingComplaints處理投訴

???Howtohandlecomplaints?I.Leading-inBACKNEXTHowtohandlecomplaints?Complaintsandcriticismareunavoidableinanyformsofservice.Somecomplaintsarereasonableandthusmayservetobeperfectremindersofourservice.Sometimes,wemightalsoreceiveunreasonablecomplaintsthatsimplyresultfromdifficultpersonalitiesofcustomers.I.Leading-inPREV.NEXTHowtohandlecomplaints?Nomatterwhatthecomplaintisandhowtheguestbehaves,weshouldalwaystrytobenicetothem.Anargumentwillbethelastthingwe’dexpectintheserviceindustryandadissatisfiedguestwillresultinalossofourpotentialbusiness.I.Leading-inPREV.BACKII.WorkingProcedureBACKNEXT處理投訴工作流程II.WorkingProcedure1．仔細聆聽客人的投訴,不隨意打斷,并在必要時對客人投訴作記錄。2．避免爭辯。首先要簡短道歉,并表明同情和理解。I’mterribly/so/verysorry,Sir.非常抱歉,先生。Imustapologize,Madam.我向您道歉,女士。Pleaseacceptmyapology,Mr.White.懷特先生,請接受我的道歉。PREV.NEXTII.WorkingProcedure3．采取措施并告知客人。(1)如有必要,禮貌地作簡要解釋。Itisaverybusyevening.Severalgroupscametodineatthesametime.今晚客人比較多。幾批客人都同時過來用餐。Welldonebeeftendstobetougher.做得熟一點的牛肉是要綿一些。Thistypeofcoffeedoestastebitter.這種咖啡口味是很苦。Thisdishdoestakesometimetoprepare.制作這道菜是要花些時間的。PREV.NEXTII.WorkingProcedure2)采取迅速有效的措施。I’llgoandgetitrightaway.我馬上去取。I’llchangeitimmediately.我馬上換。I’llgetyouanotheronestraightaway.我馬上給您另外拿一個。I’llreportittooursupervisoratonce.我馬上向主管匯報。(3)如有必要,上報主管或經(jīng)理。PREV.BACK(W:Waiter

G:Guest)G: Waiter,howlongwillyoukeepmewaitinghere?W:Sorry,Sir.Couldyoutellmewhatthematteris?G: Imeanthesteak.Iorderedit5minutesago,butIhaven’tgotityet.W:I’msosorry,Sir.Iwillcheckwith thekitchenrightaway.G: Isimplycan’twaitanylonger.I’vegotmystomachrumblingnow.III.DialoguesBACKNEXTDialogue1ComplainingabouttheService(Waitercomesbacksoon.)W:Sorrytohavekeptyouwaiting,Sir.Yoursteakwillbereadyintwominutes.Wouldyoumindwaitingfortwomoreminuteswhilehavingsomesidedishesonourhouse?G: Well,seemsnootherchoiceatthemoment.W:Thankyousomuchforyour understanding,Sir.I’llbring youthecomplimentarydishes straightaway.III.DialoguesPREV.NEXTG:Excuseme,Sir.Iorderedtheseafoodpizzabutyougavemethevegetablepizza.W:I’mawfullysorry.Theremusthavebeensomemistake.Idoapologizeforgivingyouthewrongdish.I’llchangeitimmediatelyforyou.Theseafoodpizzawilltakeabout15minutestoprepare.Wouldyoutakesomecomplimentarydrinkwhilewaiting?

III.DialoguesDialogue2Mis-deliveryPREV.NEXT(W:Waitress

G:Guest)G:I’mafraidIdon’thavetimetowaitfornextpizza.Ihaveanappointmentat7:00inmyroom.Nowit’s6:40.W:Oh,youarestayingatourhotel,Ms....?G:Thomas.W:Wouldyoupleasetellmeyourroomnumber,Ms.Thomas?G:678,andwhy?III.DialoguesPREV.NEXTW:OK,Ms.Thomas,I’llasktheRoomServicetoserveyousomesnacksat9tonight,andyou’llhavetheseafoodpizza.Theyareonthehouseofcourse.Andnowpleasetrythevegetablepizzaifyoudon’tmind.We’llcrossthepizzaoffthebill.G:That’sveryconsiderateofyou.Thanks.W:Thankyouforlettingmeknowourmistake,Ms.Thomas.Iassureyouitwon’thappenagain.Pleaseenjoyyourself.III.DialoguesPREV.BACK如何應(yīng)對難纏的客人?1．積極面對，把處理這類問題當做工作的一部分，盡力轉(zhuǎn)化客人態(tài)度。Thinkpositively:“Handlingdifficultcustomerispartofyourjob”anddoyourbesttoturnhimintoaloyalcustomer.2．投入更多的耐心。Handlethedifficultcustomerswithextrapatience.3．果斷地同客人溝通交流。Communicateassertivelywiththecustomer.IV.TipsforServiceBACKNEXT4．注重可商議事項，避開不相關(guān)聯(lián)的事件甚至人身攻擊。Focusonthenegotiableissuesratherthantheirrelevantissuesorpersonalattacks.5．強調(diào)你能做什么，而不是你不能做什么。RepeatonwhatyouCANDO,notwhatyouCAN’TDO.6．不和客人爭論。Don’targuewiththecustomer.7．把握底線，靈活處理。Knowthebottom-linebutbeflexible.IV.TipsforServicePREV.NEXT8．如果仍無法讓客人滿意，將投訴上報主管處理。Escalatethecasetothesuperiorifthereisadeadlockinsatisfyingthecustomer.9．將投訴內(nèi)容詳盡告知主管或相關(guān)人員。Keepyoursuperiorandrelevantpartiesinformedofthecomplaintfromthedifficultcustomers.10．當客人接受提議解決方案時表示感謝。Expressappreciationwhenthecustomeragreestotherecommendedsolution.IV.TipsforServiceBACKNEXTPREV.NEXTPREV.BACKV.Words&ExpressionsBACKNEXTcriticismn.批評；指責 unavoidableadj.不可避免的；難免的remindern.提示；提醒物 personalityn.性格；個性potentialadj.潛在的；可能的 toughadj.堅韌的；咬不動的onthehouse飯店請客 pizzan.比薩cross...off...把……劃掉 assurev.向……保證V.Words&ExpressionsPREV.BACKVI.Exercises1.Completethesentenceswiththegivenwordsinproperforms.BACKNEXT(1)I’llspeaktothe_____

andseewhathecando.

(2)Youareright.Pleaseacceptmy_________.

(3)Wewill______

thecosttoyou.

(4)I’msorry,Sir.Theremustbesome_______________.

(5)Tohandlecomplaintssuccessfully,thestaffmembershouldfollowsome______.

chefapologiesrefund(退款) followup manager chef

rules blame misunderstandingapologies solutions respondrefundmisunderstandingrulesVI.Exercises(6)You’dbetterofferoneormore_________

totheguest.

(7)Speaktoyour________whenindoubtabout