投诉处理英文材料.docVIP

Complaint 处理投诉 Conversation I: Guest: Look, I’ve just spent over 45 minutes waiting for somebody to take my order in your restaurant. That’s dreadful service! Assistant manager: I’m very sorry, sir. I will contact the Food and Beverage manager right away. He will deal with this for you. May I have your name and room number, please? Guest: McPherson, room 707. Assistant manager: I’ve made a note of that, sir. Please accept my apologies on behalf of the hotel. It won’t happen again. Mr Chan, the FB manager will be in touch with you. May I be of further assistance to you? Guest: I have no more time! I’ll be expecting that call. Conversation II: Guest: I’m checking out, please. Get my bill ready. I won’t stay here another night. Receptionist: I’m very sorry, sir, is there a problem with which I can help you? Guest: Not now, you can’t! I needed help last night when the idiots next door threw an all-night party. They kept us up all night! Receptionist: Oh! I’m very sorry, sir. Please allow me to offer you another room on a different floor, instead. That kept us up all night! Guest: Can you guarantee it will be quiet? Receptionist: I can guarantee our Assistant Manager will do his very best for you, sir. I will give your complaint to him right away, and he will be in touch with you. Vocabulary 词汇 allow 允许 offer 提供 guarantee 保证、确认 Notes Deal with complaints 处理投诉 1）Don’t be on the defensive, say sorry and take action. 不要为自己辩护，向客人道歉并采取行动。 2）Show sympathy. 向客人的遭遇表示同情。 3）Offer solutions. 提供解决的方案。 4）Always let the guest know he should have complaint at once. 让客人知道，遇事应立即投诉。 5）Follow up. 对所接受的投诉给予跟进。 How to settle complaints ( A guest comes to the reception desk to make a complaint. The receptionist receives him. ) Receptionist: Good morning, sir. May I help you? Guest: I’m Nelson in room 2212. I have been woken up by the noise from the top floor at 8:30 AM this morning.