《旅游英语》10HandlingComplaits解释.ppt

旅游英语;Part 1 Listening and Speaking Activities;Part 1 Listening and Speaking Activities;An introduction to tourists’ complaints ;; Things can always go wrong during a trip because of the various service providers who are ______ tour guides’ control. How those suppliers perform will have effect on the __________between guides and tourists. Tourists expect high, but there is always a gap between what they thought and what is actually served. The higher the expectations, the greater the _________ and____________. The tour guides are front-line workers. Thus, build up _________ relationship with tourists is a good way avoid trouble. Guides should be courteous, it is very helpful. People who are ________, even under the toughest ____________, can often ______ complaints. Discourtesy, on the other hand, sometimes ________ complaints and _________ tourists. ;Handling Tourists’ complaints (1);;;souvenir stores;look into;;;;look through;in case;Make sense; Part 2 Reading Passage ;;;papercutting, embroidery, calligraphy;repertory;Sheng, Dan, Jing, Chou;;Translation ;;;