英语听说训练（高职旅游类旅游管理专业）unit12Handling Complaints.pptxVIP

Unit 12 Handling ComplaintsObjectives:Learn how to make complaints about the service in the hotel.Learn how to make complaints in the restaurants. Learn how to deal with the complaints from the customer.Lead-inWhen handling complaints, the staff are supposed to always be polite and helpful. He should always be ready to listen to what the guest have to say and must not interrupt the guest unless it is necessary. It is advisable for him to take down what the guest has said. He is expected to apologize shortly and express his understanding of the guest’s condition or sympathy with the guest． Warming-up Questions for discussionYou are going to talk about how to handle complaints. Read the following questions and discuss them with your partner.1. Have you ever made a complaint? What is it about?2. When will you make a complaint? Can you give an example? 3. What will you do when you are complained while working in the office? 4. Do you have the idea of how to handle complaint ? 5. What will you do besides the apology to the customers?Part A Listening Listen and ChooseDirections : Listen to the following sentences and choose the correct words to fill in the blanks in each sentence. move you to change the room take care of this understanding and cooperationterribly sorry any other requirement a porter apologizesome mistake no recurrenceCan you for me? It’s too noisy.I’m to hear that.I will right away.We do for the inconvenience.I can assure that there will be any more.If you get your luggage ready, we would another room.I will send to help you with the luggage.There could have been . I do apologize.Thanks for your .Please inform us should you have .Listen and RespondDirections : Listen to 10 sentences for workplace communication and choose their right responses.1. A. There is no spare room today. B. There are a lot of rooms. C. I can manage it. D. I will tell the manager.2. A. There is no room available. B. The spea