饭店情景英语（第二版）课件：Handling Complaints 处理投诉.ppt

Howtohandlecomplaints?Complaintsandcriticismareunavoidableinanyformsofservice.Somecomplaintsarereasonableandthusmayservetobeperfectremindersofourservice.Sometimes,wemightalsoreceiveunreasonablecomplaintsthatsimplyresultfromdifficultpersonalitiesofcustomers.I.Leading-inPREV.NEXTHowtohandlecomplaints?Nomatterwhatthecomplaintisandhowtheguestbehaves,weshouldalwaystrytobenicetothem.Anargumentwillbethelastthingwe’dexpectintheserviceindustryandadissatisfiedguestwillresultinalossofourpotentialbusiness.I.Leading-inPREV.BACKII.WorkingProcedureBACKNEXT处理投诉工作流程II.WorkingProcedure1．仔细聆听客人的投诉,不随意打断,并在必要时对客人投诉作记录。2．避免争辩。首先要简短道歉,并表明同情和理解。I’mterribly/so/verysorry,Sir.非常抱歉,先生。Imustapologize,Madam.我向您道歉,女士。Pleaseacceptmyapology,Mr.White.怀特先生,请接受我的道歉。PREV.NEXTII.WorkingProcedure3．采取措施并告知客人。(1)如有必要,礼貌地作简要解释。Itisaverybusyevening.Severalgroupscametodineatthesametime.今晚客人比较多。几批客人都同时过来用餐。Welldonebeeftendstobetougher.做得熟一点的牛肉是要绵一些。Thistypeofcoffeedoestastebitter.这种咖啡口味是很苦。Thisdishdoestakesometimetoprepare.制作这道菜是要花些时间的。PREV.NEXTII.WorkingProcedure2)采取迅速有效的措施。I’llgoandgetitrightaway.我马上去取。I’llchangeitimmediately.我马上换。I’llgetyouanotheronestraightaway.我马上给您另外拿一个。I’llreportittooursupervisoratonce.我马上向主管汇报。(3)如有必要,上报主管或经理。PREV.BACK(W:WaiterG:Guest)G: Waiter,howlongwillyoukeepmewaitinghere?W:Sorry,Sir.Couldyoutellmewhatthematteris?G: Imeanthesteak.Iorderedit5minutesago,butIhaven’tgotityet.W:I’msosorry,Sir.Iwillcheckwith thekitchenrightaway.G: Isimplycan’twaitanylonger.I’vegotmystomachrumblingnow.III.DialoguesBACKNEXTDialogue1ComplainingabouttheService(Waitercomesbacksoon.)W:Sorrytohavekeptyouwaiting,Sir.Yoursteakwillbereadyintwominutes.Wouldyoumindwai