导游英语Chapter_7_Follow-up_Service教材教学课件.pptVIP

Chapter SevenFollow-up Service ;In this chapter, you will learn:;Part one —— Open Your Toolkit;Situation I —— Background Information;Situation I;Situation I;Situation I;Situation I —— Vocabulary;Situation I —— Notes;;C: I see. And manager, can you tell me how I can cope with the complaints and criticisms of the guest properly? So if I am unlucky enough to meet such kind of situation once again, I will be able to handle it correctly. M: Sure. The most important rule is to keep cool on hearing complaints and criticisms. Remain patient, polite and helpful. No matter what complaints the guest gives, listen to him or her with attention, respect and sincerity. Your impatience and indifference will only make the guest even much angrier. C: So you mean at this moment, my attitude plays an important role.3 M: You catch on well. In fact, by showing your deep concern for the matter and your determination to settle it, you have solved the problem by half.;;Situation II —— Vocabulary;;Situation II —— Note;Part Two — Practice the Following;Listening Practice;;Role play ——Handling Complaints;A. Aggressive B. Laughter C. Anger D. Mild E. Bored F. Happy or amused G. Sad H. Ease I. Hate;A. Aggressive B. Laughter C. Anger D. Mild E. Bored F. Happy or amused G. Sad H. Ease I. Hate;A. Aggressive B. Laughter C. Anger D. Mild E. Bored F. Happy or amused G. Sad H. Ease I. Hate;A. Aggressive B. Laughter C. Anger D. Mild E. Bored F. Happy or amused G. Sad H. Ease I. Hate;A. Aggressive B. Laughter C. Anger D. Mild E. Bored F. Happy or amused G. Sad H. Ease I. Hate;A. Aggressive B. Laughter C. Anger D. Mild E. Bored F. Happy or amused G. Sad H. Ease I. Hate;A. Aggressive B. Laughter C. Anger D. Mild E. Bored F. Happy or amused G. Sad H. Ease I. Hate;A. Aggressive B. Laughter C. Anger D. Mild E. Bored F. Happy or amused G. Sad H. Ease I. Hate;A. Aggressive B. Laughter C. Anger D. Mild E. Bored F. Happy or amused G. Sad H. Ease I. Hate;Practical Reading：;Translation;Translation;B. Translate th