旅游英语教学课件 作者 陈昕 Item 8 Handling Complaints.ppt

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1、EnglishforTourismItem8HandlingComplaintsTask1HandlingComplaintsaboutWaiter’sRudenessTask2HandlingComplaintsaboutHousekeepingServiceLearningObjectivesKnowledgeObjectives1.1.Learningthecommonreasonsfortourists’complaints.2.Learningeffectivewaystodealwithcom

2、plaints.3.Learningtheusefulexpressionsinhandlingcomplaints.LearningObjectivesSkillsObjectives1.Beingabletodealwithcomplaintseffectivelyintherestaurant.2.Beingabletogetthecomplaintshandledeffectivelyinthehotel.LearningObjectivesCaseStudyObjectivesLearningh

3、owtohandleguests’complaintsaboutfoodandbadservice.2.Learninghowtohandlecomplaintsabouthousekeepingservices.LearningObjectivesTrainingObjectives1.Learninghowtohandleguests’complaintsaboutfoodandbadservice.2.Learninghowtohandlecomplaintsabouthousekeepingser

4、vices.Task1HandlingComplaintsaboutWaiter’sRudenessAllkindsofcomplaintsmayarisebecauseofbadweather,delayedflights,accidents,waiters’rudenessinrestaurants,orattendants’badserviceinthehotel,andsoon.Theseproblemsupsettourists.Tohandlecomplaintssuccessfullyhe

5、lpsaguiderunthetourproceduresmoothly.Whatdoesacompetentguidedotohandletourists’complaints?SimulationpracticeInawesternrestaurant,youandyourguestsarehavingdinner.Oneofyourtouristsclaimsthattheseafoodisnotfresh,butthewaiterignoresthecustomer.Annoyedathisrud

6、eness,youhelpthetouristsolvetheproblem.Simulationpractice(1)Theguestcomplainsaboutthefood.(2)Thewaiterignorestheguest’scomplaint.(3)Thetouristexpresseshisangeratthewaiter’srudeness.(4)Theguidepromisestohelphimtosolveit.(5)Themanagerpromisestosolvetheprobl

7、em.(6)Themanagerthankstheguestforbringingittotherestaurant’sattention.Task2HandlingComplaintsaboutHousekeepingServiceAlltouristsexpecttohaveagoodrestinthehotelbutthehotelisalwaystheplacewherethetouristsoftenmakecomplaintsaboutbadservice.Aguideshouldmakee

8、veryefforttosolvetheproblems.Makingapologiestotheguestsisthefirststepinresolvingtheproblem.Howtosolvetheproblemscausedbythebadserviceinahotel?SimulationpracticeAguideishelpinghistouristtohandlethecomplaintthathousek