了解客人最初的需要和问题所在ppt课件

《了解客人最初的需要和问题所在ppt课件》由会员上传分享，免费在线阅读，更多相关内容在教育资源-天天文库。

1、UnitTwenty-twoComplaintsPartOneRelatedInformation●procedureofdealingwithcomplaintProceduresofdealingwithcomplaints:1.Listenattentivelyandpolitelytowhattheguestsaidandcalmdowntheguest2.Makeanapologytotheguestandfindoutwhattheproblemis3.Consultwiththeguesthowtosettletheproblem.4.Takeaction

2、squicklytoremovethecomplaintProcedureofdealingwithcomplaint:服务程序服务标准接受投诉1.遇到有客人投诉时需有礼貌、耐心地接待2.表示对客人投诉的关心，使客人平静下来。3.倾听客人的投诉4.真诚地向客人致歉5.不可与客人发生争执6.不得推卸责任处理投诉1.了解客人最初的需要和问题所在2.找有关人员咨询,了解实际情况。3.积极寻求解决办法,尽量满足于客人要求4.与客人共同协商解决办法5.按双方认可的办法解决客人问题.6.向客人致歉Thinkoverthefollowingquestionsanddiscussing

3、roup:1.Whatshouldyoudoiftheguestrequirestocanceltheorderforhehasbeenwaitingforalongtime?2.Whatshouldyoudoiftheguestthinksthedishhasgonebadandrequirestocancelthedish?3.Ifyoudidn’theartheguest’sorderclearlyandservethewrongdish,whatshouldyoudo?PartTwoSimulationTrainingNewwordsClassroomactiv

4、itiesspaghetti[spəˈɡeti]n.意大利面条onthehouse由店家〔公司〕负担费用,免费shrimp[ʃrimp]n.1 虾,小虾 2 矮小的人compliment[ˈkɔmpliment]n.1 赞美(话),恭维(话) 2 向…送礼以表示敬意vt.表扬;恭维headwaiter领班winesteward[stjuəd]n.1 (轮船、飞机等的)乘务员,服务员tablecloth[ˈteiblˌklɔθ]n.桌布;台布busboyn.〈美〉餐馆工broth[brɔθ]n.肉汤,鱼汤,菜汤tough[tʌf]adj.老的,硬的leather[ˈleð

5、ə]n.皮,皮革astoughasleather硬如皮革disgrace[dis'ɡreis]n.耻辱；丢脸的人或事；失宠Newwords:onthehouse免费招待；免费赠送今晚酒饭由店方免费招待！Drinksandmealsareonthehousetonight!liveupto实践；做到；辜负(期望)；无愧于(自己的声望)选手们辜负了教练的期望。Theplayersfailedtoliveuptotheircoach'sexpectations.liveuptoone’sreputation:不负盛名askforaleave请假seeto照料；注意；注意做到；

6、务必做到；我希望你能立即调查此事。Ihopeyouwillseetothematterimmediately.我们应该努力使我们做的一切工作都达到高标准。Weshouldseetoitthatallworkdonereacheshighstandards.ActivityICompletethefollowingdialogueM:Youasktoseeme,Mr.Smith?G:Yes,Idid.（我对受到的待遇很不满意）M:(也许您可以告诉我发生了什么事？）G:it’smysteak.M:(出了什么问题？）G:It’stooraw.Ican’teatit.(可当我向

7、你们的服务员提意见时，她根本不理我。）I’mratherunsatisfiedwithyourservice.Maybeyoucouldtellmewhatthematteris?What’swrongwithit?ButwhenImadethecomplainttoyourwaitress,shejustignoredme.M:(非常抱歉，先生。我敢肯定她不是故意对您无礼的。)Youseeshejuststartedoutasawaitressaweekagoanddoesn’tunderstandEnglishverywell.(她本