高职酒店英语unit7客户投诉教学内容

1、高职酒店英语unit7客户投诉 take action teik kn 采取行动，行动起来；apologize pldaz vi.道歉，认错； 辩解，辩护Beryl came round this morning to apologize. 贝丽尔今天上午来登门道歉了Background information 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

2、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 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 服务不及时服务不及时 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 服务中出现的差错服务中出现的差错 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 关关注和谢意注和谢意 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 关注和谢关注和谢意意 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处理客户投诉的基本原则：处理客户投诉的基本原则：1) 真心诚意地帮助客人解决真心诚意地帮助客人解决问题问题 2) 绝不与客人争辩绝不与客人争辩 3) 不损害企业的利益不损害企业的利益 处理客户投诉的程序与方法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(Room No.)等基本信息 如果可能,请做好 笔记,同时向客人重复

9、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“I am sorry to hear that.” 5) 如果超出自己的权限,应立即请主管出面解决 Sorry, can you wait a moment please, and I will get the manager. (抱歉,能否稍等,我请经理来为您解决 )6) 致谢 Thank you for brin

10、ging the matter to our attention. (感谢您提醒我们注意I assure you that it wont happen again. (您尽可以放心,不会再发生这种事情 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 表对过去事实的肯定推测英语里形容词动词. . how about 怎么样问意见 must have done 表对过去事实的肯定推测 could have done 表本可以做某事He must have done his homework他准完成了他的作业Now, I hadnt t

14、old him these details, so he must have done some research on his own. 你看，我没有告诉他这些细节，因此他一定是自己作了一些调查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.国家； 州； 状况，情况； 资格vt.规定； 陈述，声明；adj.国家的； 国务的，公务的； 正式的；Albania is a small nation state of around 3 million people. 阿尔巴尼亚是一个大约有300万人口的单一民族独立国家。The united states of America When we moved here the walls and ceiling were in an awful state. 我们刚搬到这里时，墙和房顶都破旧不堪。appreciate pri:iet vt.感激； 欣

19、赏； 领会； 鉴别vi.（使）增值，涨价.I do very much appreciate the quietness and privacy here. 我的确非常喜欢这里宁静幽雅、不受打扰的氛围。Peter stood by me when I most needed it. Ill always appreciate that. 当我最需要的时候，彼得在我身边支持我。我将永存感激。should have been done本应该做的 It is a welcome move, but it should have been done years ago.。这是一个可喜的举动，但应该早在

20、几年前就已经完成了。The question of whether the research should have been done is often asked. 人们经常问:这种研究是不是应该进行?知识拓展知识拓展 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 西餐服务的种类西餐服务的种类 一种是由服务员为顾客服务(Waiter Service),如法式服务(French Service) 俄式服务(Russian Service)

21、 美式服务(American Service) 英式服务(English Service)及大陆式服务(Continental Service)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(Automatic Vending) 自助酒会(Carousel)和外卖餐厅(Take-away)等 中西餐上菜的顺序中西餐上菜的顺序 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

22、:头盘汤类副盘主菜色拉(可与主菜一起上)甜点 Serving Dishes 席间服务席间服务 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