《旅游英语》课件Chapter 16Complaint Settlement.ppt

16 Chapter * Contents 1.旅游会话 A Complaint about the Food 餐饮投诉 2.旅游听力 Who Should I Complain to? 我应当向谁投诉？ 3.旅游视频 A Complaint in the Restaurant 饭店投诉 4.旅游阅读 Customer Service 客户服务 5.旅游写作 A letter of complaints投诉信 6.知识扩展 Make a Wise and Polite Complaint有礼有节地投诉 教学内容 Useful Words and Expressions bother: (烦扰) assertive: (确着无疑的) aggressive: (好攻击的) approach: (处理) defensive: (防御的) hostility: (敌意) Ranch Dressing: (朗奇沙拉酱) Thousand Island: (千岛沙拉酱) compensation: (补偿) Part One: Speaking for Travel I. Dialogue A Complaint about the Food 餐饮投诉 1.Listen to the situational dialogue carefully, and match the information in column A with that in column B. 情景对话 1. complaint 1 2. dressing ordered 3. complaint 2 4. complaint 3 5. compensation A. no butter spreader B. overdone chicken C. wrong salad dressing D. Thousand Island E. 50% off Column A Column B Part One: Speaking for Travel Peter: Excuse me, miss? Waitress:Yes, sir. What can I do for you? Peter: I’m afraid they have put the wrong dressing on my salad. This is Ranch Dressing, and I want Thousand Island. Waitress: Oh, I’m awfully sorry. I’ll get you another one. Peter: Thank you. And can you get me a butter spreader? I don’t have one here. And my finger is not that clean. Waitress: Sure! I’m so sorry, sir. Sometimes when we are in a hurry, we might make such mistakes. I’d be back with it right now. 2. Listen to the situational dialogue again，repeat it sentence by sentence, and then role play it in pairs. 情景对话 Peter: Thanks! Listen, I really hate to bother you more, but my chicken is too tough. I tried but I really cannot take this. Waitress: Oh, I’m terribly sorry, sir. I’ll send it back to the kitchen. I can bring you something else, if you’d like. Peter: Thank you. I think I’m done here. Can I have my bill? Waitress: Sure, sir. We’re so sorry about what happened. And we’ll offer you a 50% discount as compensation. Hope to see you again. Pete