旅游英语 房玉清 Chapter 7.pptVIP

Chapter SevenFollow-up Service In this chapter, you will learn: how to help the customer to extend the stay at the hotel in English; how to settle the customers’ complaints; how to communicate with customers and get some feedback of the service of travel agency in English; how to write a reply to letters of complaints in English. Part one —— Open Your Toolkit Situation I —— accept extension request Situation II —— handle the complaints Situation I —— Background Information When a guide wants to help customers extend their stay at the hotel and let the receptionist to accept extension request of customers, the following key points in recommendation are for your references: Studying the procedures of how to accept extension request of customers Using all the possible way to solve the problems of customers Situation I GuideA: receptionist B: guest C: guide A: Good morning. May I help you? C: Good morning. I am the guide of the Golden Dragon Travel Agency1. My customers want to have two more extra days to have their negotiation. Is there any vacant room? B: Good morning. I’m Mr. Douglass in room 1208. My business negotiation has progressed much more slowly than I had expected.2 This makes it necessary for me to stay on here for another day. I wonder if it is possible for me to extend my stay at this hotel for two days. Situation I A: I’ll take a look at the hotel’s booking situation. Yes, sir, I’m glad that we’ll be able to accept your extension request.3 But I’m afraid that it will be necessary for us to ask you to change rooms for the last two nights. You see, we have already let your room to another gentleman. Is that acceptable to you? B: Yes, that’s no problem at all. A: Let me see… Room 1111 will be vacant. How about room 1111? B: That’s fine. A: When would you like to move tomorrow? B: I don’t know. A: The new occupant will be checking in a little after twelve.4 Situation I C: That means Mr. Douglass has to move out before 12. Let me see. He’ll