Unit9HandlingComplaintsContentsTeachingFocusWarmingUp

SituationalConversationsUsefulExpressionsComprehensiveTestGlossaryDiscussionSelf-EvaluationExercisesDelayedflightLearnnewwordsandphrasesaboutcomplainttourComplaintaboutfoodTeachingFocus

touraccommodationTalkaboutthefollowingpictures,thewordsbelowmayhelpyou.WarmingUp

shopping

eatingtransportationentertainmentConversation2SituationalConversationsConversation1Intheairportlobby,atourguideMissWang(A)isexplainingtoMr.Green(B)aboutthe

delayedflight.Conversation1

B:MissWang,wehavetheticketsforthe10:30flighttoBeijing.Butit’s10:30.What’shappened?

A:I’mafraidtheflighthasbeendelayed.Mr.Green.

B:Really?What’sthematter?

A:I’mnotsure,butIwillaskthereceptiondeskforit.

(Fiveminuteslater.)

A:Mr.Green.Thestaffheretoldmethattheflighthadbeendelayedduetotheairtraffic

control.

B:Oh,it’sterrible.Didtheysaywhentheflightwillarrivein?

A:Withinanhour.

B:Oh,that’sapieceofbadnews.

A:I’mawfullysorry.Butwhydon’tyoulookaroundtheshopsorgatherourluggage?

B:Mm.Thatisagoodidea.Ijustwanttohavealookaroundthere.

A:OK.TheguideMissWang(A)andthetouristsarehavingdinneratarestaurant.Oneofthe

guests,Mr.Green(B)iscomplainingtotheguideaboutthefood.Conversation2

A:Excuseme.Howisyourmeal?

B:Good,butwehavebeenwaitingforhalfanhourforourlasttwodishes.

A:Oh,really?Mr.Green.Letmeaskthewaiterforit.Pleasewaitamoment.

B:OK.

(Afterafewminuteslater.)

A:Mr.Green.I’mterriblesorry.Thesestaffareverybusythisevening.Butthelasttwo

disheswillbereadywithintenminutes.

B:Great.Thankyou.

A:Youarewelcome.

B:MissWang.Thespoonisverydirty.Could

youchangeanotheroneformenow?

A:I’msosorry.Iwillchangeitforyouright

now.

B:Allright.

A:Hereyouare.Mr.Green.Anythingelse?

B:It’sOK.Thankyou.Words&Expressionshandle/'h?ndl/vt.處理，管理complaints/k?m'pleints/n.抱怨（complaint的名詞復(fù)數(shù)）；投訴HandlingComplaints處理投訴transportation/tr?nsp?:'tei?n/n.運(yùn)輸accommodation/??k?m?'dei?n/n.住處entertainment/?ent?'teinm?nt/n.消遣，娛樂lobby/'l?bi/n.門廳，大廳；休息室explain/ik'splein/vt.&vi.講解，解釋delay/di'lei/n.延遲，拖延；vt.延期，耽擱；vi.延緩??delayedflight航班延誤happen/'h?p?n/vi.發(fā)生；碰巧matter/'m?t?/n.事件；（討論、考慮等的）問題reception/ri'sep?n/n.接待；歡迎receptiondesk接待處staff/sta:f/n.職員，員工due/dju:/adj.由于dueto由于，因?yàn)閠raffic/'tr?fik/n.交通control/k?n'tr?ul/vt.控制；管理?airtrafficcontrol空中管制arrive/?'raiv/vi.到達(dá)arrivein抵達(dá)，到達(dá)within/wi'ein/adv.在內(nèi)；prep.在……內(nèi)awfully/'?:fli/adv.極度地complain/k?m'plein/vi.抱怨，訴苦；vt.訴說dish/di?/n.餐具；一盤食物spoon/spu:n/n.匙，調(diào)羹dirty/'d?:ti/adj.惡劣的；骯臟的；vt.弄臟；vi.變臟change/t?eind?/vt.改變，替換anything/'eniθi?/pron.任何東西else/els/adv.其他；另外；adj.別的anythingelse還有別的需要Notes

1.I’mafraidtheflighthasbeendelayed.恐怕航班延誤了。注：客人辦理登機(jī)手續(xù)之后持有登機(jī)牌和護(hù)照順利通過安檢，在候機(jī)樓準(zhǔn)備登機(jī)。起飛時(shí)間過后，還沒有通知登機(jī)，導(dǎo)游應(yīng)該通知飛機(jī)由于某種原因而延誤。2.Iwillaskthereceptiondeskforit.我馬上到接待處問問。注：對于客人提出對于飛機(jī)延誤的質(zhì)疑，導(dǎo)游事先就應(yīng)該問清緣由，并及時(shí)安撫客人，而不要等待客人詢問時(shí)再去了解情況。3.Thestaffheretoldmethattheflighthadbeendelayedduetotheairtrafficcontrol.這里的工作人員告訴我由于空中管制而導(dǎo)致的航班延誤。注：飛機(jī)延誤有多種原因：惡劣天氣、機(jī)械故障、飛機(jī)維修、空中管制、突發(fā)狀況等。4.Whydon’tyoulookaroundtheshopsorgatherourluggage?為什么您們不到商店逛逛或者整理一下行李？注：遇到不可抗因素而導(dǎo)致的飛機(jī)延誤，導(dǎo)游應(yīng)該及時(shí)的解釋并提出合理的建議，盡量減少飛機(jī)延誤給游客帶來的不便。5.Howisyourmeal?食物怎么樣？注：游客進(jìn)餐期間，導(dǎo)游要及時(shí)詢問進(jìn)餐狀況，耐心傾聽客人所述內(nèi)容，以體現(xiàn)出主動熱情的服務(wù)意識，同時(shí)也可以提早發(fā)現(xiàn)問題并及時(shí)解決。6.I’mterriblesorry.Thesestaffareverybusythisevening.實(shí)在是抱歉。服務(wù)員今晚都太忙了。注：導(dǎo)游發(fā)現(xiàn)問題之后，首先向游客表示極度抱歉，并站在客觀的立場解釋事情發(fā)生的原因。7.Butlasttwodisheswillbereadywithintenminutes.最后的兩道菜將會在十分鐘之內(nèi)準(zhǔn)備好。注：抱歉和解釋之后，導(dǎo)游應(yīng)將處理問題的結(jié)果及時(shí)告知游客。8.Anythingelse?還有其他需要嗎？注：問題解決之后，導(dǎo)游應(yīng)主動詢問是否還有其他需求，力求讓客人滿意。UsefulExpressions

1.Wehaveticketforthe10:30flighttoBeijing.我們是10:30飛往北京的航班。2.I’mafraidtheflighthasbeendelayed.恐怕航班延誤了。3.Iwillaskthereceptiondeskforit.我馬上到接待處問問。4.Theflighthadbeendelayedduetotheairtrafficcontrol.航班由于空中管制而延誤。5.Whydon’tyoulookaroundtheshopsorgatherourluggage?為什么你們不到商店逛逛或者整理一下行李？6.Howisyourmeal?食物怎么樣？7.Letmeaskthewaiter.Pleasewaitamoment.我去問問服務(wù)員。請稍等一會。8.Butlasttwodisheswillbereadywithintenminutes.最后的兩道菜將會在十分鐘之內(nèi)上菜。9.Iwillchangeitforyourightnow.我現(xiàn)在馬上為您換一個(gè)。10.Anythingelse?還有其他需要嗎？ComprehensiveTestTask1

Task1:Role-play.Actouttheplaywithyourpartneraccordingtothefollowingsceneswiththegivenusefulexpressions.SceneDescriptionKeyPhrasesandUsefulExpressionsScenePicturesScenario1Mr.White,atourist,isnowcomplainingaboutthedelayedflighttothetourguideattheairport.

1.Wehaveticketforthe…flightto...2.I’mafraidtheflighthasbeendelayed.3.Iwillaskthereceptiondeskforit4.Theflighthadbeendelayedduetothe...5.Whydon’tyou…?6.Howisyourmeal?7.Letmeaskwaiter.Pleasewaitamoment.8.But…willbereadywithin…minutes.9.

Iwillchangeitforyourightnow.10.Anythingelse?

Scenario2Youareatourguideand

dinningwithtouristsatarestaurant.Atouristiscomplainingabouttheslowserviceanddirtytableware.Task2

CompletethefollowingdialoguesinEnglish.

Ⅰ.A:theTourGuide,MissWang.

B:atourist,Mr.Smith.

B:Excuseme,MissWang.Ihavebeenwaitinghereforanhour.Ourflightshouldbe

arrivedathalfanhourago.

A:Yes._______________________________________

（我們是10:30飛往北京的機(jī)票）.

B:What’sup?

A:

_____________________________________

（恐怕航班延誤了）.

B:Why?

A:Waitamoment.________________________________________

（我馬上到接待處問問）.Wehaveticketforthe10:30flighttoBeijingI’mafraidtheflighthasbeendelayedIwillaskthereceptiondeskforit

B:OK.

A:Thestaffheretoldmethat

_____________________________________________________

（由于空中管制而導(dǎo)致的航班延誤）.

B:Oh,it’sterrible.Whenexactlywilltheflightarrivein?

A:I’mafraidaboutanhour.So

____________________________________________________________

（為什么你們不到商店逛逛或者整理一下行李）？

B:IsupposeIhaveto.

A:Pleasepayattentiontotheannouncement.

B:Noproblem.TheflighthadbeendelayedduetotheairtrafficcontrolWhydon’tyoulookingaroundtheshopsorgatherourluggage

Ⅱ.A:thetourguide,Mr.Li

B:thetourist,Mr.Brown

A:Excuseme._______________________（餐怎么樣）？

B:Mr.Li.Ineedtotalkwithyou.

A:What’smatter?Mr.Brown.

B:Thedishiscoldandthisglassisbroken.

A:I’mterriblesorry.I’llbringyouanewone.Aboutdish

___________________________________________

（我去問問服務(wù)員，請稍等一會）.

B:OK.HowisyourmealLetmeaskwaiter.Pleasewaitamoment

A:Mr.Brown.Wouldyoulikeitcookedalittlemore?Or

__________________________________________

（馬上為您換另外一個(gè)菜）？

B:ThatisOK.Iwouldlikeitcookdeagain.

A:Thanks.Youaresokind.

____________________（還有別的需要嗎）？

B:It’sOK.WouldyouwanttochangeanotheroneAnythingelseGlossarycomplaint抱怨，投訴cancellationofpartofitinerary壓縮行程lostpassport遺失護(hù)照trafficaccident?交通事故beingsick患病受傷callingthefirstaidcenter?電話給急救中心firstaidtechniques?急救技術(shù)commendationnoise住宿噪音commendationclean住宿清潔mechanic機(jī)械師facilityproblem設(shè)備問題repairingequipment設(shè)備維修mechanicalproblem機(jī)械故障aircraftmaintenance飛機(jī)維修airtrafficcontrol?空中管制lateforboarding登機(jī)遲到badweather惡劣的天氣complaint抱怨，投訴foggy有霧的，多霧的heavysnow大雪announcement廣播regret遺憾，抱歉uncertain不確定的inconvenience不方便departure離開，啟程killthetime打發(fā)時(shí)間slowservice服務(wù)速度慢tableware餐具wrongdish上錯(cuò)菜dirtyenvironment就餐環(huán)境差slackserviceattitude服務(wù)態(tài)度差appreciate感謝patience耐心understanding理解Ⅰ.Discussthefollowingquestionsandwriteyouranswers.Discussion

1.Whatarethereasonsofthetourists’complaints?(1)cancellationofpartofitinerary.(2)lostpassport.(3)trafficaccident.(4)commendationnoise；commendationclean.(5)flightdelayed.(6)aboutfood.(7)shopping.2.Whatarethereasonsoftheflightdelay?(1)facilityproblem.(2)repairingequipment.(3)mechanicalproblem.(4)aircraftmaintenance.(5)airtrafficcontrol.(6)lateforboarding.(7)badweather.

3.Whatwouldyousaywhentheflightdelayed?

4.Whatarethereasonsofthefoodcomplaints?

5.Howtoapologizetothetourists?Couldyousaythreeways?

略(1)slowservice.(2)tableware.(3)wrongdish.(4)dirtyenvironment.(5)slackserviceattitude.略Step1AnsweringandListeningtoguestse.g.What’sthematterwithyou?Step2Apologizingandshowingempathy

Step3Reporttothemanagerifnecessary

Step4Offeringsolutions

Step5Takesomemeasurestomakeupnegligence

Step6Followingupandcheckback

TheprocedureofhandlingwithcomplaintsⅡ.Readtheprocedureofhandlingwithcomplaintsbelow,and

trytowrite

opposite

sentencesinEnglish.I’mawfullysorry./I’mterriblesorry./Isorrytohearthat.Idoapologizeforthat.Pleasewaitamoment.Iwillaskourmanagercometohere

rightnow.Whydon’tyou…?Isuggest…Thatwouldbeonthehouse.…withourcompliments.Iwillreporttoourmanagerandreplytoyouwithtwodays.Notes1.Answerandlisteningtoguests.詢問并傾聽。遇到客人投訴，主動詢問之后，首先要學(xué)會耐心傾聽客人投訴的內(nèi)容。在傾聽的過程中多使用理解性的言語，盡量站在客人的立場來處理。2.Apologizingandshowempathy.道歉并安慰。不管事情對錯(cuò)，主動表示抱歉，并及時(shí)撫慰客人的情緒，避免事態(tài)擴(kuò)大。3.Reporttothemanagerifnecessary.如有必要報(bào)告經(jīng)理。在自己不能處理的情況之下，及時(shí)上報(bào)相關(guān)負(fù)責(zé)人，以體現(xiàn)對客人的尊重和對投訴的重視。4.Offeringsolutions.提供解決辦法。及時(shí)提供方法來解決問題，并力求和客人的要求達(dá)成一致。5.Takesomemeasurestomakeupnegligence.采取措施彌補(bǔ)過失。當(dāng)場采取有效措施，盡力彌補(bǔ)過錯(cuò)導(dǎo)致客人的誤解或憤怒。如有必要可以贈送鮮花、水果等禮物或者給予一定價(jià)格的折扣。

6.Followingupandcheckback.跟進(jìn)并核實(shí)。問題得到有效的解決之后，跟進(jìn)結(jié)果并核實(shí)，有必要進(jìn)行存檔處理，以避免下一次同樣問題的投訴。

Thinkaboutthisunit.Nowrateyourselfonascaleoffive:onebeinglowandfivebeinghigh,andtickoutyourportfolio.Self-EvaluationThingsIcandoEvaluationIcanwritetherelatedwordsaboutcomplaintheguests.54321Icanunderstandthedialogues.54321Icanpracticethedialogues.54321I’velearnedhowtohandletheguests’complains.54321I’velearnedsomebasicknowledgeabouttheguests’complains.54321ExerciseⅡExercisesExerciseⅢExerciseⅠⅠ.True(T)orF