了解客人最初的需要和问题所在PPT培训课件.ppt

Unit Twenty-two Complaints ;Part One Related Information ● procedure of dealing with complaint ;Procedures of dealing with complaints:;Procedure of dealing with complaint:; Think over the following questions and discuss in group: 1.What should you do if the guest requires to cancel the order for he has been waiting for a long time? 2. What should you do if the guest thinks the dish has gone bad and requires to cancel the dish? 3. If you didn’t hear the guest’s order clearly and serve the wrong dish, what should you do? ;Part Two Simulation Training;spaghetti [sp??ɡeti] n.?意大利面条 on the house 由店家〔公司〕负担费用, 免费 shrimp [?rimp] n.?1?虾, 小虾?2?矮小的人? compliment [?k?mpliment]n.?1?赞美(话), 恭维(话)?2?向…送礼以表示敬意?vt.?表扬; 恭维 head waiter 领班 wine steward [stju?d]n.?1?(轮船、飞机等的)乘务员, 服务员? tablecloth [?teibl?kl?θ] n.?桌布; 台布 busboy n.?〈美〉餐馆工 broth [br?θ] n.?肉汤, 鱼汤, 菜汤 tough [t?f] adj.?老的, 硬的? leather [?lee?] n.?皮, 皮革 as tough as leather 硬如皮革 disgrace [ disɡreis ] n. 耻辱；丢脸的人或事；失宠 ;on the house免费招待；免费赠送 今晚酒饭由店方免费招待！ Drinks and meals are on the house tonight! live up to实践；做到；辜负(期望)；无愧于(自己的声望) 选手们辜负了教练的期望。 The players failed to live up to their coachs expectations. live up to one’s reputation : 不负盛名 ask for a leave 请假 ;see to ??照料；注意；注意做到；务必做到； 我希望你能立即调查此事。 ?I hope you will see to the matter immediately. 我们应该努力使我们做的一切工作都达到高标准。 ?We should see to it that all work done reaches high standards. ;Activity I Complete the following dialogue;M: (非常抱歉，先生。我敢肯定她不是故意对您无礼的。) You see she just started out as a waitress a week ago and doesn’t understand English very well.( 她本该给您换一份牛排才是。） G: But she didn’t. M: (??生，这是场误会。） I will have the steak returned to the kitchen right away. G: That’s more like it. Well, ther