《旅游英语》答案-Unit 12

Script&KeyUnit12ComplaintsandhandlingcomplaintsKey:makeacomplaint;或makecomplaints;或complainhandlethecomplaintsshoppingexpensive;或dearcleanpoorcheatedapologizeI.1.Becausethetwo-daytourisdisorganizedandtheguidedoesn’thaveaclearpictureastowheretheyweregoingandwhentheyshouldleave.2.Yesterdaythesunshinewastoostrong,andhewasafraidthatthetouristswouldgetburnt.3.Todayitrained,sohejusttookthetouriststodosomelocalshopping,andtastedsomelocalfood.4.Hehopesthecompanycoulddosomethingtomakeitup.Itisbeyondhispower.Hehastoreporttohismanager.ThecompanyoffersRichardandhisgroupafreecitytourandlunchtodaytomakeup.II.Sampledialog:(T=Tourist;W=Waiter)T:Waiter?W:Yes?Isanythingthematter,Sir?T:Look!Thereisahairinthedish.W:Oh,weareterriblysorryforthat.Wewillcookyouanotherdish.T:Bytheway,canyoumakeyourservicefaster.Itiskindofslow.W:Iamsorryforthat,butyouknowthisistherushhour.T:We’llhavetoleavefortheairportinhalfanhour.I’mafraidwewillbelateifyourserviceissoslow.W:Iunderstand.I’lltellthekitchenstaffaboutyoursituationandhopewecangiveyouafasterservicethen.T:Thankyou.译文：对话一(杰克是来自于芝加哥的理查德这一团的导游，因为天气比较热，过去的两天旅游不是很让人满意。理查德正在向杰克抱怨旅游安排不合理和枯燥的购物。)

理查德：你好，杰克。杰克：你好，理查德，有什么事吗？理查德：我对过去的两天旅游有些意见。杰克：有什么问题吗？我愿意效劳。理查德：过去的两天旅行好像没有组织，而你也好像不清楚我们要去哪里，什么时候离开。杰克：真对不起。你知道的，这两天很热，所以很多时候，我们实际上是没有完全按照原本的计划。我不得不做些调整。昨天日照太强，我怕大家会晒伤，所以缩短了在外面的时间，去了温泉。今天天下雨了，所以我就带大家去当地购物，品尝一下当地的小吃。理查德：对，购物。你提起来了，我们来这里不应该是购物的。杰克，一两个小时的购物还可以，但是再多了就太多了。我们感觉很疲惫。而且我们也在浪费时间。杰克：真对不起，我事先没有解释清楚。我为给您们带来的不便表示道歉。理查德：我希望你们公司能够做些补偿。杰克：这个超出了我的能力范围。我得去报告经理。（向经理汇报完情况后，杰克继续和理查德他们交谈。）理查德：我们可以免费提供一次免费环城旅游和免费的午餐，来弥补你们昨天不愉快的经历。杰克：好的。谢谢。对话二理查德：早上好，我是802房间的。前台：早上好，有什么问题吗？先生。理查德：我发现我的房间没有打扫。为什么都到中午了还没打扫呢？前台：真抱歉，我马上调查一下这个问题。（前台打电话给客房部后，继续和理查德谈话。）前台：先生，我为给你带来的不便表示道歉。客房部不是故意不打扫你们房间的。今天上午他们都很忙。有一个很大的旅游团入住我们宾馆。我已经叫人马上给您打扫了。你可以等一会吗？理查德：我感觉很疲惫，我想要休息一下。前台：对不起了。你可以去那边我们的咖啡厅休息一会。我们给您提供免费的咖啡。你的房间很快就会好了。理查德：好的。前台：谢谢您的体谅！Script:M:Goodmorning,Ms.WhatcanIdoforyou？W:Goodmorning.ThisisLisafromRoom305.I’dliketochangemyroom.It'stoonoisy.Iwaswokenupseveraltimeslastnight.Itwastoomuchforme.M:I'mawfullysorry,Ms.Idoapologize.Room305isbesidethestairs.It'spossiblethatyoucouldhearthenoiseearlyinthemorningwhenallisquiet.W:Anyhow,I'dliketochangemyroom.M:Noproblem,Ms.We'llmanageit,butwedon'thaveanyspareroomtoday.Couldyouwaittilltomorrow?W:Allright.IhopetomorrowIcouldstayinaquietroom.M:Sure.W:Bytheway,thetoiletinRoom305isnotgoodeither.Couldyoufixitrightnow?M:Whatseemstobetheproblem,Ms?W:Idon’tknow.M:OK,don’tworry.Iwillasksomeonetogotoyourroomandhavealook.W:Thatisgood.Thankyou.M:You’rewelcome.Key:1.Ahotelguest2.Thehotelfrontdesk3.3054.Inthemoring5.Shewantstochangetheroom.6.Theroomistoonoisy.7.Becauseitisbesidethestairs.8.No.Shecouldn’tchangetheroomuntilthefollowingday.9.Thetoiletisnotgood.10.AsksomeonetochecktheproblemI.Key：1.Noteveryguestwillmakeacomplaint,eventhoughheorsheisangry.2.Guestscomplainwhentheydonotreceivewhattheythoughttheyshouldhavereceived.Inotherwords,theirexpectationisnotmet.3.“Theservicewereceivedwasterrible”“Theconditionofroomwasverypoor”“Theroomwasnotclean”“Wedidnotreceivewhatwaspromisedintheadvertisement”4.Listentotheirguestsattentively;acknowledgeanyproblemtheycomplainaboutandworkouttimelysolutionsaccordingly;bethankfulforguests’complaints.译文：在像旅游业这样的服务业，顾客抱怨是很常见的。所以如何处理顾客抱怨显得尤为重要。

尽管顾客可能会很生气，但是并不是每个顾客都会反馈问题。所以，顾客的抱怨一定要当作一次提高服务的宝贵机会。为什么顾客会抱怨呢？只有一个原因可以解释这个问题。他们抱怨只因为他们没有接受到他们觉得应得的服务。换句话说，就是他们的期望没有实现。他们期待与他们支付费用相对等的友好服务，干净整洁服务设施，有品质的服务。没有提供这些服务就会导致顾客抱怨。如果有抱怨，就说明其他顾客也很有可能有此同感，但是没有告诉你。以下是从顾客那里收到的一些跟服务相关的抱怨。“服务真差”“房间的条件真差”“房间不干净”“这个跟广告许诺的不符”只有当服务行业愿意听从顾客抱怨，他们才可以很好地处理好抱怨。所以作为旅游这样的服务行业要做的就是：用心地听从顾客的抱怨；承认他们所提出的问题，及时地提出相应的解决方案。感谢顾客的反馈，因为这些反馈很有可能使服务提高。I.feedback2.complain/makeacomplaint3.disorganized inconvenience5.expectation6.conditionacknowledged8.apologized9.satisfied10.handleacomplaint11.tourshopping12.cheatII.Script:M:Goodevening,ma'am.Didyouringforservice?WhatcanIdoforyou?W:Yes.Thelightinthisroomistoodim.Pleasegetmeabrighterone.M:Certainly,ma'am.I'llasksomeonetosendone.DoyoumindifImoveyourthings?W:Oh,no.Goahead.M:Thankyou.Oh,herecomesmycolleague.Letmefixit.Waitforamoment.W:OK.Becareful.M:Thanks.(Afterafewseconds)M:IsitOK?Howisthelightnow?W:It'smuchbetternow.Thankyou.M:You'rewelcome.Andifyouneedanyotherthings,pleaseletusknow.W:Ah,yes,theroomistoocoldforme.IfeelrathercoldwhenIsleep.Canyouturnofftheair-conditioning?M:OK.Letmeturnitoffforyou.W:Thankyou.M:Ifyoustillfeelcold,ringmeagain.W:OK.Thanksalot.Iwill.M:Youarewelcome.Goodnight,ma'am.questionsanswersWhatdoesthewomanringfor?Thelightintheroomistoodim.Shewantsabrighterone.Whofixesthelightforthewoman?ThefirstwaiterWhatistheotherproblemforthewoman?Theroomistoocoldforher.Whatdoesthemandotosolvehersecondproblem?Hehelpstoturnofftheair-conditioning.III.B2.A3.D4.CIV.Keys:NameofGuestLisaBushCity&CountryLA,UnitedStatesHotelGreenHotelTravelAgencyChinaYouthDateofTravel6thofMay2014LengthofTravel5No.ofPerson2Complaint1Lisa:Thelanguageserviceispoor.Wecannotunderstandtheguidemostofthetime.You:Sosorryforthat.Butitisverydifficultforustoemplo