PracticalEnglishforInternationalCruiseShipCrew国际邮轮服务英语47课件讲解.pptxVIP

PracticalEnglishforInternationalCruiseShipCrew国际邮轮服务英语

Project6ComplaintsHandlingPracticalEnglishforInternationalCruiseShipCrew国际邮轮服务英语

Project1EntertainmentServiceLearningObjectives:1.Understandthemaincausesofguests’complaints.2.Knowhowtosaysorryorapologizetoguests.3.Getfamiliarwiththeproperproceduresforhandlingcomplaints.

Task1Lead-inCanyouthinkofanykindsofcomplaintsinahotel?Discusswithyourpartner.

Task1Lead-inComplaintsabouttheFrontOffice:miscalculation,luggagedelay,mis-delivery,etc.ComplaintsabouttheHousekeepingDepartment:air-conditioningtoocold,TVsetnotworking,minibarneedsrefilling,dirtybedcover,leakypipe,stainedcarpet,etc.ComplaintsabouttheFoodBeverageDepartment:slowservice,wrongfooddelivery,winespiltontheguest’sjacket,poorqualityoffood,etc.

1Trytoanswerthefollowingquestionsbeforeyoureadthepassage.1.What’stheattitudehotelstaffshouldhavewhendealingwithguests’complaints?2.Whataretheproperproceduresforhandlingcomplaints?Task2Reading1

Task2Reading11.What’stheattitudehotelstaffshouldhavewhendealingwithguests’complaints?Somecomplaintsareseriousandsomearequitetrivial,butthehotelstaffshouldinvestigatethemcarefully.Nomatterhowtheguestsbehave,thehotelstaffshouldalwaystrytobenicetothem.Don’tloseyourtemperonanyoccasion.Avoidargumentwiththeguests.

Task2Reading12.Whataretheproperproceduresforhandlingcomplaints?Theproperproceduresforhandlingcomplaintsare:(1)listentotheguestcarefully(2)apologize(3)giveexplanations(4)offerhelp(5)takeaction(6)givefeedback

Task2Reading1Nomatterhowcompletethequalityassuranceorhowwellmanagedthehotel,hotelstaffareboundtoreceivecomplaintsaswellascompliments.Someofthecomplaintsandcriticismsaregenuine,someareseriousandsomearequitetrivial,butallshouldbeinvest