高職酒店英語unit7客戶投訴教學內(nèi)容

1、高職酒店英語unit7客戶投訴 take action teik kn 采取行動，行動起來；apologize pldaz vi.道歉，認錯； 辯解，辯護Beryl came round this morning to apologize. 貝麗爾今天上午來登門道歉了Background information 一、基本常識處理投訴(complaints)是酒店服務(wù)員需要具備的基本能力 處理投訴時,不但要站在顧客的立場上解決問題,還要學會巧妙地維護酒店的聲譽和利益 與顧客面對面處理抱怨時,必須掌握機會適時結(jié)束,以免因拖延過長,既無法得到解決的方案,也浪費了雙方的時間 謹慎使用應對詞匯,避免因語

2、言導致顧客的再次不滿 二、餐廳客人投訴的原因 1. 服務(wù)出現(xiàn)錯誤(不及時 過快 結(jié)賬錯誤 上錯菜等)2. 對服務(wù)態(tài)度不滿(不主動 過于冷淡 傲慢 置疑顧客不軌 語言粗俗無禮等)3. 對食品和酒水質(zhì)量 餐廳設(shè)備設(shè)施不滿 Important sentences 1、May I have your name and room number? 2、How many pieces of luggage do you have? 3、Could you tell me what it looks like? 4、Does it have tag with your name on it?Useful Dr

3、ills Inferior Service 服務(wù)不及時服務(wù)不及時 I have been waiting for 15 minutes. Sorry to have kept you waiting. Ill check your dish with the chef at once I will take it for you as soon as possible. We are short of hands today.Useful DrillsThe Errors in Service 服務(wù)中出現(xiàn)的差錯服務(wù)中出現(xiàn)的差錯 This is not what I ordered. I wan

4、t an invoice but not a receipt. The bill is not correct. It must have been a mistake in the bill. I am very upset at the way I have been treated. Let me check it up. I will check it again. I will change it for you immediately.Useful Drills Complain about the Poor Quality of Meal, Drinks and Tablewar

5、e The fish is not fresh.The meat is too hot.Is there anything wrong with your meal, sir?If it really bothers you, I will replace it for you.Would you like to have a new one or change another dish?Useful Drills Express Apology, Attention and Thanks 表示歉意表示歉意 關(guān)關(guān)注和謝意注和謝意 Get your manager here. It should

6、nt have happened. We will arrange you to another room. I am terribly sorry to hear that. We are extremely sorry, sir. I will look into this matter at once. We do apologize for the inconvenience. Please accept our apology. We do apologize for the inconvenience. I assure you it wont happen again.Usefu

7、l DrillsIV Express Apology, Attention and Thanks 表示歉意表示歉意 關(guān)注和謝關(guān)注和謝意意 I guarantee that from now on you dont need to worry about it. I understand how you feel and we will try to do our best to help you. Please feel free to contact us if you have any requests. Thank you for bringing it to our attention

8、. Thank you for pointing out this problem. Thank you for your cooperation and understanding處理客戶投訴的基本原則：處理客戶投訴的基本原則：1) 真心誠意地幫助客人解決真心誠意地幫助客人解決問題問題 2) 絕不與客人爭辯絕不與客人爭辯 3) 不損害企業(yè)的利益不損害企業(yè)的利益 處理客戶投訴的程序與方法處理客戶投訴的程序與方法1) 傾聽 在聆聽時要保持目光接觸或用點頭等身體語言來表明自己在認真傾聽2) 記錄 問清外賓的姓名(Name)和房號(Room No.)等基本信息 如果可能,請做好 筆記,同時向客人重復

9、要點,確保信息的正確性3) 溝通 迅速判斷客人投訴的原因 內(nèi)容以及自己采取的解決方案,如贈送水果 餐 券等 在說話時,不要籠統(tǒng)地用sir/Madam來稱呼,而應使用Mr./Mrs. ,這會 讓他們感到自己受到關(guān)注4) 致歉 如果是餐廳方面的錯誤,應鄭重道歉;即使不是,也應禮貌地說“I am sorry to hear that.” 5) 如果超出自己的權(quán)限,應立即請主管出面解決 Sorry, can you wait a moment please, and I will get the manager. (抱歉,能否稍等,我請經(jīng)理來為您解決 )6) 致謝 Thank you for brin

10、ging the matter to our attention. (感謝您提醒我們注意I assure you that it wont happen again. (您盡可以放心,不會再發(fā)生這種事情 了 )C: waiter!M: yes. What can I do for you, miss?C: this is not the dish I ordered.M: Im very sorry, miss. There must be some mistake. Could you please tell me what youve ordered?C:I ordered a fried

11、 shrimp, not a boiled shrimp. You must have got the wrong table.M: Im terribly sorry, miss. Ill check it and bring you the fried shrimp immediately.(a few minutes later, the manager comes back with the dish)M: your fried shrimp, miss. I do apologize for the inconvenience.C: well, please be more care

12、ful in the future.M: certainly, hope you enjoy your meal, miss.C: waiter!W: how can I help you, miss?C: I ordered a bottle of wine 10 minutes ago, but it hasnt been sent to me up till now.W: Im sorry, miss. Ill bring it to you right away. So many people today, and it seems a little bit messy.(in a m

13、inute, the waiter comes with the wine.)W: here you are, miss. Sorry for the delay. Hope you enjoy the drink and food here.C: ok thank you.must have done 一定是 表對過去事實的肯定推測英語里形容詞動詞. . how about 怎么樣問意見 must have done 表對過去事實的肯定推測 could have done 表本可以做某事He must have done his homework他準完成了他的作業(yè)Now, I hadnt t

14、old him these details, so he must have done some research on his own. 你看，我沒有告訴他這些細節(jié)，因此他一定是自己作了一些調(diào)查Important sentences I am very sorry for the inconvenience. Its obviously our mistake. Please relax, maam. Ill do it right away. Ill look into it at once, sir. I am afraid I have a complaint. I would lik

15、e a room facing south and full of sunlight.Dialogue 2 G: hello, is that reception? R: yes, this is reception. Carlie Smith speaking. How can I help you? G: Im Mrs.Steven from room 458. Im ringing to complaint about the state of the room. If nothing , Ill have to check out. R: Im very sorry, maam. Wh

16、at seems to be the problem? G: everything, the bed , and the bathroom . Its very dirty!R: oh, Im very sorry. The room should have been cleaned. It must be a careless mistake since so many people coming and going for the festival these days. But dont worry, maam, Ill contact housekeeping right away.G

17、: and thats not all. The thermostat doesnt work and lights in the bathroom doesnt work, either.R: Ill send an electrician up to your room at once. I assure you everything will be right very soon.G: I hope so. Thank you very much.R: I appreciate your understanding very much. Hope you can enjoy your s

18、tay here.state stet n.國家； 州； 狀況，情況； 資格vt.規(guī)定； 陳述，聲明；adj.國家的； 國務(wù)的，公務(wù)的； 正式的；Albania is a small nation state of around 3 million people. 阿爾巴尼亞是一個大約有300萬人口的單一民族獨立國家。The united states of America When we moved here the walls and ceiling were in an awful state. 我們剛搬到這里時，墻和房頂都破舊不堪。appreciate pri:iet vt.感激； 欣

19、賞； 領(lǐng)會； 鑒別vi.（使）增值，漲價.I do very much appreciate the quietness and privacy here. 我的確非常喜歡這里寧靜幽雅、不受打擾的氛圍。Peter stood by me when I most needed it. Ill always appreciate that. 當我最需要的時候，彼得在我身邊支持我。我將永存感激。should have been done本應該做的 It is a welcome move, but it should have been done years ago.。這是一個可喜的舉動，但應該早在

20、幾年前就已經(jīng)完成了。The question of whether the research should have been done is often asked. 人們經(jīng)常問:這種研究是不是應該進行?知識拓展知識拓展 中西餐的席間服務(wù)有不同的服務(wù)禮儀和服務(wù)方法 中餐服務(wù)要求注意適度,既不能讓顧客覺得受到冷落,也不能過度熱情,使顧客感到不自然 西餐服務(wù)要注意觀察就餐過程中顧客餐具的擺放,讀懂其含義,做到及時準確的服務(wù) 西餐服務(wù)的種類西餐服務(wù)的種類 一種是由服務(wù)員為顧客服務(wù)(Waiter Service),如法式服務(wù)(French Service) 俄式服務(wù)(Russian Service)

21、 美式服務(wù)(American Service) 英式服務(wù)(English Service)及大陸式服務(wù)(Continental Service)等;一種則是顧客自助服務(wù)(Self -service),如自助餐廳(Cafeteria) 自助餐(Buffet)自動售賣(Automatic Vending) 自助酒會(Carousel)和外賣餐廳(Take-away)等 中西餐上菜的順序中西餐上菜的順序 中餐的上菜順序一般按照客人的要求安排,或者按照廚房出菜的順序上 一般順序是:先涼菜,后熱菜;先佐酒菜,后下飯菜;先葷菜,后素菜;先特色菜或風味菜,后普通菜,先菜肴,后點心 水果 西餐的上菜順序一般為

22、:頭盤湯類副盤主菜色拉(可與主菜一起上)甜點 Serving Dishes 席間服務(wù)席間服務(wù) Ill change it immediately for you. Im really sorry, but you see my difficulty. Im sure everything will be satisfactory again next time you come. I can offer you some oyster soup. Compliments of the chef. I want to cancel this dish. Im afraid not./Regretfully not.Important sentences 1、I ordered a medium-rare steak. It was overdone and it almost uneatable. 2、She ignored my request. 3、This is a chefs salad, its on the house. 4、 Please take your time and enjoy yourself.Important sentences This certainly shouldnt have happened. I