酒店英语-的课件-unit five-客户投诉.ppt

表示乐意效劳 1、Very good, sir. I’ll be glad to help. 2、Certainly, Madam. I’ll be happy to do it. 3、 Yes, I will. 4、Yes, certainly, just leave it to us, sir. 5、 Glad to be of service. Please feel free to contact us anytime。 6、 My name is... If there is anything I can do for you, just let me know Useful drills 洗衣日常服务常用句子 Excuse me. Have you any laundry? The laundry man is here to collect it. If you have any, please just leave it in the laundry bag behind the bathroom door. Please tell us or notify in the list whether you need your clothes ironed, washed, drycleaned or mended and also what time you want to get them back. New words On behalf of 代表 On behalf of our hotel, I am sorry for the inconvenience. Assure 保证 Important sentences 1、Let me apologize on behalf of the hotel. 2、We’ll reimburse you for the damaged stockings according to our hotel policy. 3、I assure you it won’t happen agagin. * 酒店英语 刘霞 Unit 5 How to deal with complaints 如何处理投诉 刘霞 New Words Complaint 抱怨 Deal with 处理 Take an action 行动 Concierge 礼宾 Bell captain 服务员领班 Background information 一、基本常识 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? 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? Important sentences 1、May I have your name and room number? 2、How many pieces of luggage do you have? 3、Could you tell me what it looks like? 4、Does it have tag with your name on it? Useful Drills Inferior Service 服务不及时 ★I have been waiting for 15 minutes. Sorry to have kept you waiting. I’ll check your dish with the chef at once I will take it for you as soon as possible. We are short of hands today Useful Drills The Errors in Service 服务中出现的差错 This is not what I ordered. I want an invoice but not a receipt. The bill is not correct. It must have been a mistake in the bill. ★I am very upset at the way I have been treated. Let me check it up. I wil