酒店英语-的-unit-five-客户投诉课件

酒店英语,1,PPT学习交流,Unit5Howtodealwithcomplaints如何处理投诉,刘霞,2,PPT学习交流,NewWords,Complaint抱怨Dealwith处理Takeanaction行动Concierge礼宾Bellcaptain服务员领班,3,PPT学习交流,Backgroundinformation,一、基本常识处理投诉(complaints)是酒店服务员需要具备的基本能力处理投诉时,不但要站在顾客的立场上解决问题,还要学会巧妙地维护酒店的声誉和利益与顾客面对面处理抱怨时,必须掌握机会适时结束,以免因拖延过长,既无法得到解决的方案,也浪费了双方的时间谨慎使用应对词汇,避免因语言导致顾客的再次不满二、餐厅客人投诉的原因1.服务出现错误(不及时过快结账错误上错菜等)2.对服务态度不满(不主动过于冷淡傲慢置疑顾客不轨语言粗俗无礼等)3.对食品和酒水质量餐厅设备设施不满,4,PPT学习交流,Importantsentences,1、MayIhaveyournameandroomnumber?2、Howmanypiecesofluggagedoyouhave?3、Couldyoutellmewhatitlookslike?4、Doesithavetagwithyournameonit?,5,PPT学习交流,UsefulDrills,InferiorService服务不及时Ihavebeenwaitingfor15minutes.Sorrytohavekeptyouwaiting.IllcheckyourdishwiththechefatonceIwilltakeitforyouassoonaspossible.Weareshortofhandstoday,6,PPT学习交流,UsefulDrills,TheErrorsinService服务中出现的差错ThisisnotwhatIordered.Iwantaninvoicebutnotareceipt.Thebillisnotcorrect.Itmusthavebeenamistakeinthebill.IamveryupsetatthewayIhavebeentreated.Letmecheckitup.Iwillcheckitagain.Iwillchangeitforyouimmediately.,7,PPT学习交流,UsefulDrills,ComplainaboutthePoorQualityofMeal,DrinksandTablewareThefishisnotfresh.Themeatistoohot.Isthereanythingwrongwithyourmeal,sir?Ifitreallybothersyou,Iwillreplaceitforyou.Wouldyouliketohaveanewoneorchangeanotherdish?,8,PPT学习交流,UsefulDrills,ExpressApology,AttentionandThanks表示歉意关注和谢意Getyourmanagerhere.Itshouldnthavehappened.Wewillarrangeyoutoanotherroom.Iamterriblysorrytohearthat.Weareextremelysorry,sir.Iwilllookintothismatteratonce.Wedoapologizefortheinconvenience.Pleaseacceptourapology.Wedoapologizefortheinconvenience.Iassureyouitwonthappenagain.,9,PPT学习交流,UsefulDrills,IVExpressApology,AttentionandThanks表示歉意关注和谢意Iguaranteethatfromnowonyoudontneedtoworryaboutit.Iunderstandhowyoufeelandwewilltrytodoourbesttohelpyou.Pleasefeelfreetocontactusifyouhaveanyrequests.Thankyouforbringingittoourattention.Thankyouforpointingoutthisproblem.Thankyouforyourcooperationandunderstanding,10,PPT学习交流,tips,处理客户投诉的基本原则：1)真心诚意地帮助客人解决问题2)绝不与客人争辩3)不损害企业的利益,11,PPT学习交流,处理客户投诉的程序与方法,1)倾听在聆听时要保持目光接触或用点头等身体语言来表明自己在认真倾听2)记录问清外宾的姓名(Name)和房号(RoomNo.)等基本信息如果可能,请做好笔记,同时向客人重复要点,确保信息的正确性3)沟通迅速判断客人投诉的原因内容以及自己采取的解决方案,如赠送水果餐券等在说话时,不要笼统地用sir/Madam来称呼,而应使用Mr./Mrs.,这会让他们感到自己受到关注4)致歉如果是餐厅方面的错误,应郑重道歉;即使不是,也应礼貌地说“Iamsorrytohearthat.”,12,PPT学习交流,5)如果超出自己的权限,应立即请主管出面解决Sorry,canyouwaitamomentplease,andIwillgetthemanager.(抱歉,能否稍等,我请经理来为您解决)6)致谢Thankyouforbringingthemattertoourattention.(感谢您提醒我们注意)Iassureyouthatitwonthappenagain.(您尽可以放心,不会再发生这种事情了),13,PPT学习交流,Dialogueone,A:您好，这里是礼宾部。B：我在房间里等我的行李等了半个小时了。A：请问您的名字和房间号。B：我是1302房的Mr.Brown.A:请问您有几件行李，行李上有标签吗？B：我有2件行李，有标签。A：好的，我会联系行李员，叫他马上送到您的房间。B：好的，谢谢啦。A：很抱歉给您带来了麻烦。,14,PPT学习交流,Lesson22relocatingguests,15,PPT学习交流,Newwords,Damp潮湿的Itistoodamphere,Iwanttochangemyroom.Obviously明显的Obviously,sheisnotpleasantwiththeresult.,16,PPT学习交流,Importantsentences,Iamverysorryfortheinconvenience.Itsobviouslyourmistake.Pleaserelax,maam.Illdoitrightaway.Illlookintoitatonce,sir.IamafraidIhaveacomplaint.Iwouldlikearoomfacingsouthandfullofsunlight.,17,PPT学习交流,Thissingleroomisfull.Willroom1302beallright?,18,PPT学习交流,Livemoveanddeadmove,deadmove硬性换房Livemove,19,PPT学习交流,Dialoguetwo,A:您好！花园酒店。B：我这里是1302房，我隔壁的太嘈杂，我想换房间。A：不好意思，给您带来困扰。给您换到1208房间可以吗？B：好的，可以。A；等会我会叫行李员帮您换房间，并且来钥匙给您。B：好的，你真是太好了。A；谢谢您的来电！,20,PPT学习交流,Lesson23,Complaintsaboutfoodandservice,21,PPT学习交流,Newwords,Rare半熟的（一成熟）Medium五成熟的mediumwell八成熟Steak牛排Iwouldliketoeatsteak.Overdone煮的过熟的（全熟）Ignore忽视Iignorehim.Uneatableuneasy不安的，unfriendlyOnthehouse免费的,22,PPT学习交流,基本常识,中西餐的席间服务有不同的服务礼仪和服务方法中餐服务要求注意适度,既不能让顾客觉得受到冷落,也不能过度热情,使顾客感到不自然西餐服务要注意观察就餐过程中顾客餐具的摆放,读懂其含义,做到及时准确的服务,23,PPT学习交流,西餐服务的种类,一种是由服务员为顾客服务(WaiterService),如法式服务(FrenchService)俄式服务(RussianService)美式服务(AmericanService)英式服务(EnglishService)及大陆式服务(ContinentalService)等;一种则是顾客自助服务(Self-service),如自助餐厅(Cafeteria)自助餐(Buffet)自动售卖(AutomaticVending)自助酒会(Carousel)和外卖餐厅(Take-away)等,24,PPT学习交流,中西餐上菜的顺序,中餐的上菜顺序一般按照客人的要求安排,或者按照厨房出菜的顺序上一般顺序是:先凉菜,后热菜;先佐酒菜,后下饭菜;先荤菜,后素菜;先特色菜或风味菜,后普通菜,先菜肴,后点心水果西餐的上菜顺序一般为:头盘汤类副盘主菜色拉(可与主菜一起上)甜点,25,PPT学习交流,ServingDishes席间服务,Illchangeitimmediatelyforyou.Imreallysorry,butyouseemydifficulty.Imsureeverythingwillbesatisfactoryagainnexttimeyoucome.Icanofferyousomeoystersoup.Complimentsofthechef.Iwanttocancelthisdish.Imafraidnot./Regretfullynot.,26,PPT学习交流,Importantsentences,1、Iorderedamedium-raresteak.Itwasoverdoneanditalmostuneatable.2、Sheignoredmyrequest.3、Thisisachefssalad,itsonthehouse.4、Pleasetakeyourtimeandenjoyyourself.,27,PPT学习交流,Importantsentences,Thiscertainlyshouldnthavehappened.Illlookintoitimmediately.Illdealwithitpersonally.Thankyoufortellingmeaboutit.Illmakesureitdoesnthappenagain.,28,PPT学习交流,Dialoguetwo,A:您好！先生，我是经理，请问有什么可以为您服务的吗？B:我点了一份五分熟的牛排，但牛排不新鲜。A：非常抱歉，先生。我们马上为你换一道新鲜的牛排，请稍等。A：这是您的牛排，这有一份沙拉，免费赠送的。B：谢谢你！A：请您享用你的晚餐。很抱歉给您带来了不便，我向您保证再也不会发生了。,29,PPT学习交流,Lesson24,Handlingcomplaintsaboutlaundry,30,PPT学习交流,表示乐意效劳,1、Verygood,sir.Illbegladtohelp.2、Certainly,Madam.Illbehappytodoit.3、Yes,Iwill.4、Yes,certainly,justleaveittous,sir.5、Gladtobeofservice.Pleasefeelfreetocontactusanytime。6、Mynameis.IfthereisanythingIcandoforyou,justletmeknow,31,PPT学习交流,Usefuldrills,洗衣日常服务常用句子Excuseme.Haveyouanylaundry?Thelaundrymanisheretocollectit.Ifyouhaveany,pleasejustleaveitinthelaundrybagbehindthebathroomdoor.Pleasetellusornotifyinthelistwhetheryouneedyourclothesironed,washed,drycleanedormendedandalsowhattimeyouwant