导游英语情景口语 Item 14-1.ppt

Item 14 Handling Customer Complaints顾客投诉处理服务 All’s well that ends well. 结果好就是一切好。 Model 1: A Delayed Flight 航班延误 Warm-up: Work in pairs. Discuss which would be the most headache problem that a tour guide may face with according to the stations given below and why? 1. Tourists complaining about the trip. 2. Tourists complaining about the food and the guest room. 3. Tourists complaining about the delayed transportations. 4. Tourists complaining about the shopping arrangement. Words and Phrases foggy adj. 有雾的，多雾的 amazing adj. 令人惊异的 reception n. 接待 due to 归因于 clear away 消散 kill the time 打发时间 Useful Expressions 1. The staff here told me that the flight had been delayed due to the foggy weather. 机场人员告诉我因为大雾天气，航班延误了。 2. The weather report said that the fog will be cleared away in 2 hours. 天气预报说大雾在2个小时内就会消散。 3. I’m afraid so. 恐怕是的。 4. Why not us kill the time by looking around the shops and stores here? 我们可以在这里的商铺看看借以打发时间。 5. May be you will find something amazing! 也许你能发现一些很不错的东西！ 6. And it offers a large variety of antiques includes: coins, pottery and traditional Chinese paintings 里面有各种古董包括钱币，瓷器及传统中国画。 Listen and Answer 1. When did the flight plan to arrive in? About half an hour ago. 2. Why did the flight delayed? Because of the foggy weather. 3. About how long will the tourist wait for? 90 minutes. 4. What’s the guide’s suggestion? He suggests to look around the stores and shops there. 5. Did the tourist accept his idea? Yes, he did. Role-play Situation A: Mr. Black, a tourist, is now complaining about the delayed flight to the tour guide at the airport. Mr. Black: Complains to the tour guide. Asks about the arriving time. Shows anxiety. Asks if there are some other thing can do. Suggests to go to visit the nearest souvenir shop. Tour guide: Promises to ask for the reason. Gives the reason why it’s delayed. Gives the possible time when the flight will come. Suggests to look aro