如何正确处理餐饮投诉

DealingwithDiner'sComplaintsLearningobjectsTaskpreparingTaskpresentingAssignmentsFurtherdevelopmentTaskcompletingContentsStudentsarerequiredto1.learnsomeimportantwordsandphrases:lookintothematter,compliment,liveupto;2.learnhowtodealwithdiner’scomplaints.Learningobjects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、质疑顾客不轨、语言粗俗无礼等）。3）对食品和（或）酒水质量不满。4）对餐厅设备设施不满。Taskpresenting处理投诉的基本程序和方法1）倾听。在聆听时要保持目光接触，不是地用“Uhhuh”,“Oh”,或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(roomnumber)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、内容以及自己可以采取的解决方案，如赠送（complementary）水果、餐券(mealvoucher)等。在说话时，不要笼统地用Sir/Madam来称呼，而应使用Mr./Mrs.**,使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”Wedoapologizefor…”；即使不是，也应礼貌地说“I’msorrytohearthat.”5)如果超出自己的权限，应立即请主管出面解决，”Sorry,canyouwaitamoment,please,andI’llgetthemanager.”(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。)“Iassureyouthatitwon’thappenagain.”(您尽可以放心，不会再发生这种事情了。)1)Awfula.没烤熟2)Rawb.酸的3)Burntc.不新鲜4)Undoned.微温的5)Overdonee.糊的6)Lukewarmf.苦的7)Sourg.太老了8)Staleh.生的9)starchi.焦了10)bitterj.很糟糕WordmatchingTaskpreparingDiscussion1)Inwhatkindofsituationsdoguestsmakecomplaintsaboutfoodandbeverage?2)Howareyougoingtorespondtothecomplaintsinthefirstplace?3)Thinkofsomesolutionstodiners’reasonablecomplaints.ListenandanswerListentothedialogueandanswerthefollowingquestions:(1)Whatdidtheguestcomplain?(2)Howdidthewaiterhandleit?(3)Wastheguestsatisfied?Howdoyouknowthat?Direction:

Listentothedialogueandsupplythemissinginformation.

W=WaiterD=DinerW:Iseverything_____(1)______?D:No,thesteakwasrecommended,butitisnotveryfresh.W:Oh!___(2)___!Thisisquite____(3)____aswehavefreshsteakfromthemarketeveryday!I’ll____(4)____.D:Sowhat?ItisnotfreshandI’mnothappyaboutit!

W:I’’msorry,sir.Doyouwishto___(5)____?Thatwouldbe___(6)___,ofcourse.___(7)___adeliciousdessert,___(8)___?D:No,Idon’’twantotrysomethingelse,andfindit’snotfreshagain!Thisisveryannoying.W:Isee,sir.Justgiveus_________(9)________,youwillfindthisrestaurantreally____________(10)__________.I’’msureeverythingwillbeallrightnexttimeyoucome.D:Allright.MaybeI’llcomeagain.W:Thankyouverymuch,sir.W:Iseverythingtoyoursatisfaction?D:No,thesteakwasrecommended,butitisnotveryfresh.W:Oh!Sorrytohearthat!Thisisquiteunusualaswehavefreshsteakfromthemarketeveryday!I’’lllookintothematter.D:Sowhat?ItisnotfreshandI’mnothappyaboutit!W:I’’msorry,sir.Doyouwishtotrysomethingelse?Thatwouldbeonthehouse,ofcourse.Howaboutadeliciousdessert,withourcompliments?D:No,Idon’’twantotrysomethingelse,andfindit’snotfreshagain!Thisisveryannoying.W:Isee,sir.Justgiveusanotherchance,youwillfindthisrestaurantreallylivesuptoitsname.I’’msureeverythingwillbeallrightnexttimeyoucome.D:Allright.MaybeI’llcomeagain.W:Thankyouverymuch,sir.ScriptLearnsomeimportantwordsinthisdialogue1）在对话话中I’lllookintothematter.lookintoph.在...里查资料料;深入地地检查,研研究;调查查2.在对对话中Howaboutadeliciousdessert,withourcompliments?complimentn.[C]a.赞美美的话;恭恭维;敬意意[(+on)]It‘sthenicestcomplimentI’’veeverhad.这是我听听到的最好好的恭维话话。b.问候候;致意;道贺[P]Mycomplimentstoyourfather!向你你父亲代为为致意!vt.a.赞美美;恭维;祝贺[(+on)]Hecomplimentedheronhernewdress.他称赞她她的新衣服服漂亮。b.向向...赠送(某物)以表示示敬意(或祝贺贺)[(+with)]3.在在对话中中Justgiveusanotherchance,youwillfindthisrestaurantreallylivesuptoitsname.liveupto实践践;不辜辜负Youmustliveuptoyourpromise.你必须实实践自己己的诺言言。Learnsomeusefulexpressionsrelatedtothistopic:MakingacomplaintHowmuchlongershallIwaitformy…?我还要等等多久……?IorderedSpaghetti,butgotMacaroni?我点的是是意大利利面,但但你却给给我通心心粉。Ididn’’torderthisfish!我我没没点鱼！！Ittakestolongtowait!等等太太久了！！Themeatistootough.肉肉太太硬了。。Thechickenwasoverdone.Itwasastoughasleather.鸡肉的火火候过了了，吃起起来和皮皮革一样样硬。Theplateiscracked.盘盘子子是破的的。1)What’stheproblem,sir?CanIbeofassistance?2)Thisisquiteunusual.I’’lllookintothematter.3)I’llattendto/takecareofthisrightaway…4)I’mterriblysorry.Icangiveyousomethingelseifyou’dlike.That’’llbeonthehouse,ofcourse.5)Thankyoufortellingus.I’’llspeaktoourmanageraboutit.Pleaseacceptourapology.6)Pleasefeelfreetocontactusifyouhaveanyrequests.FacingacomplaintTaskcompleting1.PutthefollowingintoChinese:1)Thesteakisunderdone/overdone/raw/bloody/tootough/hard/dry!2)You’’vebeenignoringusalltheevening.We’vefinishedourdinner20minutesago.Ifyoudon’tbringthebillinthenexttwominutes,we’llleave.3)Thisfoodtastesstrange/funny/awful/bad.4)I’mveryunhappywithyourrestaurantservice.Iwasbadlytreatedbyarudewaiter.5)Thetoastistoodark/toolight/burnt/stale/soggy/damp.2.Workinpairsandactoutthedialoguewithyourpartneronthegivensituations.RoleplaySituation1:Mr.Stephenfindsthatthefoodisnotheordered.Heorderedcheeseburger.Thefoodbroughttohimlookslikeahamandcheesesandwich,HewantsanotherMartiniwhilewaiting.Youlistentothecomplaints,apologizetohimandoffertochangethefoodandaskhimifhewantssomethingelsewhilewaiting.Situation2:Onedinercomplainsthatthemeatisveryhard.It’’sthehardestmeathehaseverhad.Hecannoteatit.Hewantstoknowifyouhaveanyspaghetti.Ifso,hewantstohavesome.Youlistentothediner’’scomplaints,apologizetohimandtellhimwell-donemeattendstobeharder,andtellhimhecanorderspaghettiorsomethingelse.Furtherdevelopment1.Watchtheflashandrole-playthedialoguewithyourpartner.2.Makeaconversationwiththepeopledesignedinthepicture.Keywordsandphrases:napkin,non-smoking,rightaway.ScriptA:Waiter!B:Yes,madam.CanIhelpyou?A:Yes,thisnapkin’sbeenused.Canyoubringmeanewone,please?B:I’llbringitrightaway,ma