实用酒店英语（ 第二版） Chapter V Special Service unit 20 unit 20.pptVIP

尚辅网 尚辅网 Complaints Complaints 处理投诉 Content 大连理工大学电子音像出版社 LOGO 世纪商务英语阅读教程（专业篇Ⅰ） DUTP 世纪商务英语阅读教程（专业篇Ⅰ） DUTP 大连理工大学电子音像出版社 尚辅网 Unit 20 高职高专 旅游与酒店管理类课程规划教材 实用酒店英语（第二版） 大连理工大学电子音像出版社 尚辅网 How to receive guests who approach you with complaints 如何接待投诉客人 How to make apologies to guests who are complaining 如何向投诉客人道歉 Aims of Studying 尚辅网 Dialogues Useful Drills Tips Exercises 尚辅网 Dialogues Background Information 处理投诉(complaints)是酒店服务员需要具备的基本能力?处理投诉时,不但要站在顾客的立场上解决问题,还要学会巧妙地维护酒店的声誉和利益? 与顾客面对面处理抱怨时,必须掌握机会适时结束,以免因拖延过长,既无法得到解决的方案,也浪费了双方的时间?谨慎使用应对词汇,避免因语言导致顾客的再次不满? 一? 基本常识 二?餐厅客人投诉的原因 1. 服务出现错误(不及时?过快?结账错误?上错菜等)? 2. 对服务态度不满(不主动?过于冷淡?傲慢?置疑顾客不轨?语言粗俗无礼等)? 3. 对食品和酒水质量?餐厅设备设施不满? 尚辅网 Dialogues Dialogue 1 S: Hello. J: Good morning. Is that Mr. Nobel, Room 1420? S: Yes. Who is speaking, please? J: This is Reception, Mr. Nobel. You called us to report that there was something wrong with the lamps. S: Yes. I have never found a room with such poor facilities. J: I am awfully sorry about that. I am just calling to check whether the problems have been solved, Mr. Nobel. S: No, no one has come since I called you. Complain About the Room Facilities 抱怨房间设施 J=Jane (Receptionist) S=Stephen Nobel (Guest) (Telephone rings) Translation 尚辅网 Dialogues Dialogue 1 J: I do apologize for that. I will check with the Maintenance Department. I assure you that they will come at once. S: Would you? Oh, here they come. Thank you. J: It is my pleasure. Thank you, Mr. Nobel. Translation 尚辅网 返回 Dialogues J=Jane (Receptionist) S=Stephen Nobel (Guest) S: (电话铃响)你好? J: 早上好,是1420房的诺贝尔先生吗? S: 是的,请问是哪位? J: 诺贝尔先生,这里是前台?您打电话说您房间的灯出故障了? S: 是的,我从来没看到过设备这么差劲的房间? J: 我对此深感抱歉,我打电话是想确认问题是否已经解决了,诺贝尔先生? S: 还没有,从我打电话后一直没人过来? J: 在此我向您道歉?我会跟维修部联系?我保证他们会马上来的? S: 会吗?啊,他们来了,谢谢? J: 这是我该做的,谢谢您诺贝尔先生? 抱怨房间设施 尚辅网 Dialogues Dialogue 2 J: Did you ask to see me, Mr. Nobel? S: Yes, I did. I’m very upset at the way I have been treated. J: Perhaps you co