旅游英语教学课件 作者 陈昕 Item 8 Handling Complaints.pptVIP

English for Tourism Item 8 Handling Complaints Task 1 Handling Complaints about Waiter’s Rudeness Task 2 Handling Complaints about Housekeeping Service Learning Objectives Knowledge Objectives Learning Objectives Skills Objectives Learning Objectives Case Study Objectives Learning Objectives Training Objectives Task 1 Handling Complaints about Waiter’s Rudeness All kinds of complaints may arise because of bad weather, delayed flights, accidents, waiters’ rudeness in restaurants, or attendants’ bad service in the hotel, and so on. These problems upset tourists. To handle complaints successfully helps a guide run the tour procedure smoothly. Simulation practice In a western restaurant, you and your guests are having dinner. One of your tourists claims that the seafood is not fresh, but the waiter ignores the customer. Annoyed at his rudeness, you help the tourist solve the problem. Simulation practice (1) The guest complains about the food. (2) The waiter ignores the guest’s complaint. (3) The tourist expresses his anger at the waiter’s rudeness. (4) The guide promises to help him to solve it. (5) The manager promises to solve the problem. (6) The manager thanks the guest for bringing it to the restaurant’s attention. Task 2 Handling Complaints about  Housekeeping Service All tourists expect to have a good rest in the hotel but the hotel is always the place where the tourists often make complaints about bad service. A guide should make every effort to solve the problems. Making apologies to the guests is the first step in resolving the problem. Simulation practice A guide is helping his tourist to handle the complaint that housekeeper didnt pick laundry up. Simulation practice (1) The tourist shows his attitude towards the housekeeper’s service. (2) The guide makes an apology for the inconvenience and promises to solve the problem immediately. (3) The guide telephones th