《旅游 英語(yǔ)》課件-Unit 12 Complaints Complaint Handling

AIMSContenttolearn：

Commoncomplaints

ComplainthandlingLanguageskillstolearn：

Howtoapologize

HowtodealwithcomplaintsImportantWords&Expressions9.make...up

彌補(bǔ)10.dim

adj.暗淡的,昏暗的；

不光明的11.expectation

n.期待,預(yù)期12.advertisement

n.廣告13.acknowledge

vt.承認(rèn)14.timely

adj.及時(shí)的15.solution

n.解決方案16.bethankfulfor

為……感激17.feedback

n.反饋1.complain

vi.抱怨,投訴complaint

n.抱怨,投訴makeacomplaint

抱怨,投訴handleacomplaint

處理投訴2.tourshopping

旅游購(gòu)物3.cheat

vt.欺騙4.tourarrangement

旅行安排5.disorganize

vt.使……混亂6.beforehand

adv.事先,提前7.apologize

vi.道歉8.inconvenience

n.不便Lookatthepicturesandcompletetheanswers.WARM-UP1.Whentouristsfeelangrywiththeservice,theywill________________.1makeacomplaint2.Becausecomplaintscantbeavoided,soitisimportanttolearnhowto______________________fromthetouristsasatouristguide.2handlethecomplaints3.Insightseeing,tourguidesoftenarrangetour___________________asinthispicture.3shopping4.Inthispicture,adishoffishischargedfor6,000yuan.Itistoo____________________.4expensive5.Intraveling,sometimestouristsfindthattheirfoodisnot____________________.5clean6.Thisthreestarhotelinthepicturehas_________________conditions.6poor7.Itispossiblethattouristsare____________bydishonesttravelagenciessometimes.7cheated8.Asaguide,youhaveto__________________toyourcustomerswhentheircomplaintsarereasonable.8apologizeConversation1(JackLeeistheguideforRichardSmith'sgroup,whoaretouristsfromLosAngeles.Duetothehotweather,thepasttwo-daytourisnotsosatisfactory.Richardiscomplainingaboutthepoortourarrangementandtheboringshopping.)R:RichardSmithJ:JackLeeSPEAKINGR:Hi,Jack!J:Hi,Richard!WhatcanIdoforyou?R:Iamhavingsomebigproblemsonthetwo-daytour.J:Whatseemstobetheproblem?Iamheretohelp.R:Thetwo-daytourseemsdisorganized.Youjustseemednottohaveaclearpictureastowhereweweregoingandwhenweshouldleave.J:Oh,Iamterriblysorryforthat.Butyousee,itwasunexpectedlyhotthesetwodays.Somostofthetime,weactuallydidn'tcompletelyfollowouroriginalplan.Ihadtomakesomechanges.YesterdaythesunshinewastoostrongandIwasafraidyouguyswouldgetburnt.ThereforeIshortenedthetimestayingoutside,andwenttothespringinstead.Todayitrained,soIjusttookyoutodosomelocalshoppingandtastesomelocalfood.R:Oh,theshopping.Youmentionedit.Wearenotsupposedtobehereforshopping.OnehourortwoisOK,butmoreistoomuchforus.Wefelttired.What'smore,wewerewastingourtime.J:Iamterriblysorryfornotmakingitcleartoyoubeforehand.Idoapologizeforcausinginconvenience.R:Ihopeyourcompanycoulddosomethingtomakeitup.J:Itisbeyondmypower.Ihavetoreporttomymanager.(Afterreportingthesituationtohismanager,JackcontinueshistalktoRichardandthegroup.)J:Couldweofferyouafreecitytourandlunchtodaytomakeupforyourunpleasantexperienceyesterday?R:Thatwillbenice.Thanks!unexpectedly

adv.意想不到地original

adj.原本的,初始的shorten

vt.縮短spring

n.泉水besupposedto

不應(yīng)該terribly

adv.極其,非常beyondone'spower

超出某人的權(quán)力范圍report

vi.匯報(bào)makeupfor

補(bǔ)償lookinto

調(diào)查；觀察Conversation2(ThetouristRichardSmithisnotsatisfiedwiththeroomserviceofthehotel.Heiscomplainingtothereceptionistatthefrontdesk.)R:RichardSmithRP:ReceptionistR:Goodmorning.ThisisRichardSmithfromRoom802.RP:Hi,Mr.Smith.Goodmorning.Isanythingthematter,sir？R:Ifindmyroomisnotcleaned.Whydidn'tyoucleanitbynoon?RP:Iamverysorry,sir.Iwilllookintothematteratonce.(AfterthereceptionistcallsRoomService,shecontinuestotalktoRichard.)RP:Sir,wearesosorryforcausinginconveniencetoyou.TheRoomServicemeanttocleanyourroom.Butallofthemweretoobusythismorning.Averylargegroupoftouristscheckedintoourhotelthismorning.Ihaveaskedsomeonetodoitrightnow.Couldyoupleasewaitforawhile?R:ButIfeeltired,andIwanttohavearestnow.RP:Iamsorryforthedelay.Youcangotoourcafeovertheretohavearest.Weofferyoufreecoffee.Andyourroomwillbereadyforyouverysoon.R:Allright.RP:Thankyouforyourconsideration.I.AnswerthefollowingquestionsaccordingtoConversation1.1.Whyisn'tRichardsatisfiedwiththetwo-daytour?

2.WhydidJackchangetheoriginalplan?

3.WhydidJacktakethetouriststodosomuchshopping？

4.WhatisRichard'srequest?

5.HowdoesJackrespondtoRichard'srequest?

6.Whatdotheyagreeonatlast?1.Becausethetwo-daytourisdisorganizedandtheguidedoesn’thaveaclearpictureastowheretheyweregoingandwhentheyshouldleave.2.Yesterdaythesunshinewastoostrong,andhewasafraidthatthetouristswouldgetburnt.3.Todayitrained,sohejusttookthetouriststodosomelocalshopping,andtastedsomelocalfood.4.Hehopesthecompanycoulddosomethingtomakeitup.5.Itisbeyondhispower.Hehastoreporttohismanager.6.ThecompanyoffersRichardandhisgroupafreecitytourandlunchtodaytomakeup.II.Supposeyouarethewaiter,andyourpartnerisatourist,whomakestwocomplaints:thefoodisnotcleanortheserviceistooslow.Fillintheblankstogetherandthenactitout.YoucanrefertoConversation2.T:TouristW:WaiterT:Waiter?W:_____________________________________________________________?T:Look!Thereisahairinthedish.W:_____________________________________________________________.T:Bytheway,canyoumakeyourservicefaster.Itiskindofslow.Yes?Isanythingthematter,Sir?Oh,weareterriblysorryforthat.Wewillcookyouanotherdish.W:______________________,butyouknow,thisistherushhour.T:We'llhavetoleavefortheairportinhalfanhour.I'mafraidwecan'tmakeit.W:______________.I'lltellthekitchenstaffaboutyoursituationandhopewecangiveyoua________________then.T:Thankyou.Iamsorryforthat,

Iunderstand.fasterserviceUsefulExpressionsonComplaints●I'msurethewaiterdidn'tmeantoberude.Perhapshedidn'tunderstandyoucorrectly.(相信服務(wù)員并不是有意無(wú)禮,他可能只是沒(méi)聽(tīng)懂您的意思。)●I'msorry,sir.Theremustbesomemisunderstanding.(很抱歉,先生。我想這里面可能有點(diǎn)誤會(huì)。)●Thankyoufortellingusaboutit.I'lllookintothematteratonce.(感謝您為我們提供這些情況,我立即去了解。)●Sorry,sir.I'llsolvetheproblemforyouassoonaspossible.(先生,很抱歉！我將盡快解決這個(gè)問(wèn)題。)●I'mafraidyouhavemisunderstoodwhatIsaid.PerhapsIcanexplainagain.(恐怕您誤會(huì)了我的意思,我能解釋一下嗎？)●I'mawfullysorryformycarelessness.(對(duì)于我的粗心大意我非常抱歉。)●Wearesorry.Wecannotpromiseyounow.Tomorrowweshallletyouknow.(很抱歉,我們此刻不能答應(yīng)您。我們明天給您回音。)UsefulExpressionsonComplaints●Wefeelsorry（that）wearenotabletodowhatyouaskfor.(很抱歉,我們不能辦您所要求之事。)●Excuseme,butIshouldsayit'sagainstourhotelregulations.(很抱歉,但是這件事的確是違反我們賓館規(guī)定的。)●Isanythingthematter,sir？(出什么事了嗎,先生?)●What'swrongwiththesteak,sir？(您的牛排怎么了,先生？)●I'mawfullysorry,sir.(非常對(duì)不起,先生。)●Idoapologize.(我向您道歉。)1.WhoisLisa? □Ahotelguest □Arestaurantcustomer □Ashopper2.Whereistheconversationprobablytakingplace? □Atthehotelfrontdesk □Inahotelroom □InastoreLISTENINGListentotherecordingandcheck(√)therightanswersinthesecondcolumn.3.What'stheroomnumbermentioned? □350 □315 □3054.Atwhattimedidthedialogtakeplace9? □Atnoon □Intheevening □Inthemorning5.WhatdoesLisawant? □Shewantstocheckin. □Shewantstochangetheroom. □Shewantstochangemoney.6.Whatistrueaccordingtotheconversation? □Theroomistoodirty. □Theroomistoonoisy. □Theroomistoodark.7.Whyisherroomsonoisy? □Becauseitisbesidethestairs. □Becauseitisonthefirstfloor. □Becauseitisbesidethetoilet.8.Couldthereceptionisthelphertochangetheroomtonight? □Yes,hecould. □No.Becausehewasnotwillingto. □No.Shecouldn 'tchangetheroomuntilthe followingday.9.WhatisLisa'sanotherproblem? □Thetoiletisnotgood. □Thelightistoodim. □TheTVsetisnotgood.10.HowdoesthereceptionisthandleLisa'sanotherproblem?

□Paysomemoneytoher □Helptofixithimself □AsksomeonetochecktheproblemREADING&WRITINGReadthefollowingpassageanddotheexercises.Inaserviceindustryliketourism,itisverycommonthataguestwillmakecomplaints.Therefore,howtohandleguestcomplaintsisveryimportant.Noteveryguestwillmakeacomplaint,eventhoughheorsheisangry.Therefore,complaintsmustberegardedasvaluablechancestoimproveservice.Whydoguestscomplain?Thereisonlyonereasonwhyguestscomplain.Guestscomplainwhentheydonotreceivewhattheythoughttheyshouldhavereceived.beregardedas

把……看作deserve

vt.應(yīng)得resultin

導(dǎo)致,造成occur

vi.產(chǎn)生signal

n.信號(hào)probably

adv.很可能地attentively

adv.聚精會(huì)神地acknowledge

vt.承認(rèn)timely

adj.及時(shí)的accordingly

adv.相應(yīng)地feedback

n.反饋belikelyto

很可能improvement

n.提高,進(jìn)步Inotherwords,theirexpectationisnotmet.Theyexpectfriendlyservice,cleanandgoodfacilitiesandalevelofqualityinaccordancewithwhattheypay.Failuretoprovidethesewillresultinguestcomplaints.Ifcomplaintsdooccur,thisisasignalthatothersareprobablyfeelingthesamewaybutnottellingyou.Listedherearesomeoftheservice-relatedcomplaintsfromguests:“Theservicewereceivedwasterrible.”“Theconditionoftheroomwasverypoor.”“Theroomwasnotclean.”“Wedidnotreceivewhatwaspromisedintheadvertisement.”O(jiān)nlywhenservicesectorslistentotheirguests'complaintswillinglycantheyhandlethecomplaintsproperly.Sowhattheserviceindustryneedstodois:listentotheirguestsattentively；acknowledgeanyproblemstheycomplainaboutandworkouttimelysolutionsaccordingly.Bethankfulfortheguests'feedbacks,whicharelikelytoresultinimprovementtoyourbusiness.I.Answerthequestions.1.Whyshouldacomplaintberegardedasavaluechancetoimproveservice?

2.Whydosomeguestscomplain?

3.Whatarethecommoncomplaintsfromtheguests?

4.Howcouldservicesectorshandlethesecomplaints?1.Noteveryguestwillmakeacomplaint,eventhoughheorsheisangry.2.Guestscomplainwhentheydonotreceivewhattheythoughttheyshouldhavereceived.Inotherwords,theirexpectationisnotmet.3.“Theservicewereceivedwasterrible”“Theconditionofroomwasverypoor”“Theroomwasnotclean”“Wedidnotreceivewhatwaspromisedintheadvertisement”4.Listentotheirguestsattentively;acknowledgeanyproblemtheycomplainaboutandworkouttimelysolutionsaccordingly;bethankfulforguests’complaints.EXERCISESI.Fillintheblankswiththewordsinthebox.Changetheformifnecessary.satisfy disorganize makeacomplaintcheat expectation handleacomplaintinconvenience apologizetour shoppingacknowledge feedback condition1.Thankyouforyour_________________.2.I'mphoningto________________________________abouttheproduct.3.Thetourplanforaforeigngroupis_________________.4.Wearesosorryforcausing_________________toyou.feedbackcomplain/makeacomplaintdisorganizedinconvenience5.Our_________________isthatweshouldstayinathree-starhotel.6.Imeanwhatthe_________________ofyourschoolis?7.Thetouristhas_________________hisownproblem.8.Thetravelagency_________________tothetouristsforthedelay.9.Touristshavetherighttocomplainwhentheyarenot_________________withtheservice.10.Thetourguideshouldhelpto_________________.11.Nowadaysmosttourguideswillarrange_________________duringatour.12.Itisnotrightto_________________thetourists.expectationconditionacknowledgedapologizedsatisfiedhandleacomplainttourshoppingcheatII.Intherecording,youwillhearawomantalktoamanaboutherproblemsinthehotel.Listentotherecordingandfillinthetable.QuestionsAnswers1.Whatdoesthewomancallfor?Thelightintheroomistoodim.Shewantsabrighterone.2.Whofixesthelightforthewoman?Thefirstwaiter3.Whatistheotherproblemforthewoman?Theroomistoocoldforher.4.Whatdoesthemandotosolvethewoman’ssecondproblem?Hehelpstoturnofftheair-conditioning.III.Matchthequestionstotheresponses.ExampleHowwasyourstayinthehotel?→Itwasenjoyable.1.WhatcanIdoforyou?2.Wearenotsatisfiedwiththebadserviceofthehotel.3.Itseemedtherewasmisunderstanding.4.Whatseemstobetheproblem?Iamheretohelp.A.Iamterriblysorrytohearthis.Whatistheproblem?B.Iamhavingsomecomplaintstomakeontoday'stour.C.ThefoodisnotcleanandIfeelstomachache(胃痛).D.Itwasmyfault.Ididn'ttellthatclearlytoyou.1.________2.