2019年最新-酒店英语学习情境一：前厅服务英语1-6 Handling the Complaints-精选文档.pptVIP

学习情境一：前厅服务英语;学习任务: 处理投诉 ;Contents;Learning Objectives 学习目标;Working Procedures 工作程序;Working Knowledge 工作知识(1);Working Knowledge 工作知识(2);Hotel Task 酒店任务;Words to know;Useful expressions;Useful expressions;Useful expressions;Activity ;2. Look at the log below. Discuss with a group what a hospitality worker should do to help resolve each of the guest complaints. Write your answers on the Complaints Log. 看下面的工作日志。组成小组讨论一个热情好客的员工应该如何帮助解决每个客人抱怨的问题，把你们的答案写在抱怨日志上。;Basic Guidances 处理投诉的基本指引 用您的耳朵及眼睛，但不用口 Use your ears and eyes, not your mouth 保持正面及冷静 Stay positive and calm 用正面的语句 Use positive language 用正面的身体语言 Use positive body language 营造信任及诚恳的气氛 Create an atmosphere of trust and sincerity;Thank you！;END