2015旅游与酒店专业实用英语（劳动版）课件：Unit 15 Settling Complaints.pptVIP

Unit 15 Settling Complaints 旅游与酒店专业实用英语 Practical English for Tourism and Hotel Services 中国劳动社会保障出版社 Warming up Listening Practice Situational Conversations Leaning Objectives 4 1 2 3 Role-plays 5 Exercises 6 Reading Comprehension 7 Listening Script Listening Script 8 Learning Objectives After learning this unit, you should be able to: know common tourist complaints make a complaint against a travel agency or a hotel deal with tourist complaints about accommodation, catering, transportation guide services Task 1 Match some common tourist complaints with their Chinese meaning. 1.fake products 2.forced shopping 3.delayed flights 4.tourists bodily injury 5.travel agencys cancellation of part of the itinerary 6.inappropriate accommodation service 7.tour guides uninformative interpretation A. 导游讲解不到位 B. 强制购物 C. 旅行社单方面取消部分行程 D. 游客买到假货 E. 游客受到人身伤害 F. 住宿服务欠佳 G. 航班延误 1—( D ), 2—( B ), 3—( G ), 4—( E ), 5—( C ), 6—( F )，7—( A ) Key: Task 2 The following are the steps tour guides take to handle tourist complaints. Please arrange them in the correct order. Warming-up A. Assure the tourist that you will work to solve the problem as soon as possible. B. Listen attentively to the tourist complaint. C. Apologize to the tourist for the problem. D. Follow it up with the tourist to ensure that the problem is solved to his/her satisfaction. E. Inform the tourist of the solution. F. Assure the tourist that the same problem will not happen again. G. Resolve the problem to the best of your ability within the guidelines set by your travel agency. Correct order: (1)—B (2)—C (3)—A (4)—G (5)—E (6)—F (7)—D Task 1 A group of tourists and their guide come to a Chinese restaurant to have lunch. The dishes have been served and the tourists begin to complain about the quantity and quality of the meal. Check (√) True or False for each statement. Listening Script Statements True False 1. There are eight courses for ten people at one table. 2. The tourist is com