酒店英语综合教程（第二版）PPT课件Unit 22 Dealing with Complaints.pptVIP

Unit 22 Dealing with Complaints Comprehensive Hotel English Unit 22 The staff in a restaurant is bound to receive complaints, some of which are well justified and constructive while others are just results of particular and difficult personalities. No matter how the guests behave, the staff should always try to be nice to them. What’s more, settling complaints properly is a way to have repeat customers. Otherwise, they will not only complain to you but also tell their friends and never return. The procedures for handling complaints are roughly as follows： Listening to guests’ complain