英语听说训练(高职旅游类旅游管理专业)unit12Handling-Complaints课件.ppt

Unit 12 Handling ComplaintsObjectives:Learn how to make complaints about the service in the hotel.Learn how to make complaints in the restaurants.Learn how to deal with the complaints from the customer.Lead-inWhen handling complaints,the staff are supposed to always be polite and helpful.He should always be ready to listen to what the guest have to say and must not interrupt the guest unless it is necessary.It is advisable for him to take down what the guest has said.He is expected to apologize shortly and express his understanding of the guests condition or sympathy with the guest Warming-up Questions for discussionYou are going to talk about how to handle complaints.Read the following questions and discuss them with your partner.1.Have you ever made a complaint?What is it about?2.When will you make a complaint?Can you give an example?3.What will you do when you are complained while working in the office?4.Do you have the idea of how to handle complaint?5.What will you do besides the apology to the customers?Can you for me?Its too noisy.Im to hear that.I will right away.We do for the inconvenience.I can assure that there will be any more.If you get your luggage ready,we would another room.I will send to help you with the luggage.There could have been .I do apologize.Thanks for your.Please inform us should you have.Listen and RespondDirections:Listen to 10 sentences for workplace communication and choose their right responses.1.A.There is no spare room today.B.There are a lot of rooms.C.I can manage it.D.I will tell the manager.2.A.There is no room available.B.The speaker feels noisy.C.The speaker wants a quiet suite.D.The speaker feels sleepy.3.A.The water is too cold.B.The customer complains about no hot water.C.The speaker feels cold.D.The room is too hot.4.A.The manager will come back soon.B.Ask the assistant manager for help.C.The assistant manager is not in town.D.The manager will come for help.5.A.Move the luggage.B.Change a hotel.C.Check-out.D.Move to another room.6.A.Ask for a 10%off.B.Need a help.C.The trouble cannot be solved.D.Offer a discount.7.A.Tell the manager.B.Deal it right away.C.The manager has already known.D.The manager is excellent.8.A.The speaker cannot fall asleep.B.The speaker makes a lot of noise.C.The speakers wife cannot sleep well because of the noise.D.The speakers wife goes to bed late.9.A.The room is too hot to sleep.B.The room is too cold to sleepC.The bed is too hard to sleep.D.The water is too cold to take a shower.10.A.The bulb is too dim.B.The bulb is broken.C.The bulb is too brighter.D.Need a brighter bulb.Dialogue 2Waiter:Can you tell me ,sir?Traveler:The service is too slow and the dishes .Waiter:I see.Ill report to the manager.Traveler:I hope it can be .Waiter:Is everything to your satisfaction?Traveler:Yes,was delicious except that there is too much salt in the soup.Waiter:Im so sorry for that.Ill take it to the kitchen and get you ,if you like.Dialogue 3Customer:Hello,Is this HP computers?Susan:Yeas,it is Susan speaking.How can I?Customer:Actually,Im calling to .The computer I bought last week doesnt work.Susan:Oh,Im sorry to hear that,sir.What?Customer:Well,basically.The .It doesnt even start properly.Susan:Oh,dear!Ill do whatever I can.Dialogue 5Waiter:Can I help you,sir?Guest:I am really annoyed.Waiter:A mistake?,please?Guest:We had Beijing roast duck and sweet rolls.The total should be$24,but the bill says we have to pay$44.,but we only ordered one.Waiter:I see.I am very sorry about that.and organize the correct bill for you right away.A.Directions:Listen to the letter TWICE and complete the following sentences.1)Thank you for taking time to complete a comment card during your to the National Museum on 28 June.2)I am to hear of your experience in our Caf.3)We usually receive feedback regarding the quality and value of our catering provision.4)I can only that this was not the case during your visit.5)Such feedback is of great help to us in making continuous within the Museum.B.Directions:Listen to the letter for THIRD TIME and Decide whether you think each statement is right or wrong.1）It is disappointing to hear of the terrible experience in our Caf.()2)We usually receive negative feedback.()3)ABC Restaurants Ltd works with us at the Museum.()4)The feedback is of great help to us in making continuous improvements within the ABC Restaurants Ltd.()5)Details about our forward programme are available on our website,www.nm.ac.uk.()Warming-upQuestions for discussionYou are going to talk about office work.Read the following questions and discuss them with your partner.Could you say something about how to make complaints?Do you know how to settle the complaints?Have you ever experienced being complained?Sample Dialogues Listen to the following sample dialogues and practice them with your partner.Dialogue 1 Handling Room Service ComplaintsClerk:Good evening.Front Office.Can I help you?Guest:This is Mrs.Stevenson,Room 1503.Ive just checked in and Im not happy with my room.Clerk:May I know what is wrong?Guest:The room is smelly and there is someones hair on my bed!I didnt expect such things would happen in your hotel.Clerk:Im sorry to hear that.Mrs.Stevenson.Ill send a housemaid to your room at once.She will bring air fresher and make up the bed again for you.We do apologize for the inconvenience.Guest:Thats fine.Thank you.Clerk:Youre welcome,Mrs.Stevenson.My name is Simon,and if there is anything else I can do for you,please dont hesitate to call me.Dialogue 2Complain about the condition of the roomFloor Manager:Good evening,maam.Did you ring for service?What can I do for you?Guest:Yes.The light in this room is too dim.Please get me a brighter one.Floor Manager:Certainly,sir.Ill be back right away.Do you mind if I move your things?Guest:Oh,no.Go ahead.Floor Manager:Thank you.How is the light now?Guest:Its much better now.Thank you.Floor Manager:Youre welcome.And if you need any other things,please let us know.Guest:Ah,yes,the room is too cold for me.I feel rather cold when I sleep.Can you turn off the air-conditioning?Floor Manager:The air-conditioning is already off,maam.Guest:Maybe Im getting a cold.Floor Manager:Would you like an extra blanket?Guest:OK.And would you please get me some hot water,too?I think I need to take some medicine.Floor Manager:Certainly,maam.Ill be right backhere is a blanket and hot water for you.Anything else?Guest:No,thanks.Floor Manager:Good night,maam.Dialogue 3Complain about the pork orderedWaiter:Is everything to your satisfaction,madam?Guest:No.The pork I ordered was not fresh.Waiter:Oh!Im sorry to hear that.This is very unusual as we have fresh pork from the regular supplier every day.Guest:So what?Its not fresh indeed and Im not happy about it.Waiter:Im sorry,madam.Do you wish to try something else?That would not be charged,of course.Guest:No.I wouldnt try anything more,and find it is not fresh again!This is very annoying,you know.Waiter:Yes.But please be assured that we will look into the matter.Guest:OK.Waiter:What about a delicious dessert,then,with our compliments?Guest:Im not so keen on desserts as a habit.They are fattening.Waiter:I see,madam.Im sure everything will be right again the next time you come.Guest:Youre very sure of it?But Im very fussy.Waiter:I have every confidence in our chef.Just give us another chance.Guest:All right.Ill come again.Waiter:Thank you very much,madam.See you next time.Dialogue 4Handling Tourists ComplaintsCustomer:I am having some big problems on this tour.Agent:What seems to be the problem?We are here to help you.Customer:This tour company seems much disorganized.No one seems to have a clear picture as to where we are going and when we are going to get there.Agent:I will see what I can do about that.How about the accommodations on the tour?Customer:So far,we have been staying in really out-of-the-way accommodations.Agent:Is anything wrong with your room?Customer:The television in our room was broken,and they didnt send anyone to fix it.Agent:I will complain to the hotel manager about that.How about the hotel restaurant?Customer:The food in the restaurant was terrible,and a few people from our group got sick.Agent:I am so sorry that you had such a bad experience.We would like to offer you a free city tour and lunch to make it up to you.Situation 2:As you are on business in Hangzhou,you live in Hyatt Hotel.After checking in,you find the access to the internet doesnt work.Your computer isnt connected with the internet.So you call the housekeeping service to complain.Situation 3:You and your best friend go to a restaurant for dinner,but you have been sitting there for a long time,no waiter comes to take the order.You go to find the Assistant Manager to complain that.Situation 4:You just bought an iPhone 5s from the department store.After two days,you find your phone has no sound.You cannot listen to the music and you also cannot receive other peoples phone call.You make a call to the department to complain.Part C Culture Notes Directions:Listen to the passage and fill in the blanks with the words you have heard.There are some tips for you to deal with customer complaints.Listen 1 to customers.2in general terms.Let the customer know the matter will be investigated.See the problem from the customers 3.Keep calm and do not 4.Find a 5.Agree the solution with the customer.Keep the 6you make.