旅游英语课件房玉靖 ISBN9787811347029 PPTChapter 7.ppt

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1、ChapterSevenFollow-upServiceInthischapter,youwilllearn:howtohelpthecustomertoextendthestayatthehotelinEnglish;howtosettlethecustomers’complaints;howtocommunicatewithcustomersandgetsomefeedbackoftheserviceoftravelagencyinEnglish;howtowriteareplytolettersofcomplai

2、ntsinEnglish.Partone——OpenYourToolkitSituationI——acceptextensionrequestSituationII——handlethecomplaintsSituationI——BackgroundInformationWhenaguidewantstohelpcustomersextendtheirstayatthehotelandletthereceptionisttoacceptextensionrequestofcustomers,thefollowingke

3、ypointsinrecommendationareforyourreferences:StudyingtheproceduresofhowtoacceptextensionrequestofcustomersUsingallthepossiblewaytosolvetheproblemsofcustomersSituationIGuideA:receptionistB:guestC:guideA:Goodmorning.MayIhelpyou?C:Goodmorning.IamtheguideoftheGoldenD

4、ragonTravelAgency1.Mycustomerswanttohavetwomoreextradaystohavetheirnegotiation.Isthereanyvacantroom?B:Goodmorning.I’mMr.Douglassinroom1208.MybusinessnegotiationhasprogressedmuchmoreslowlythanIhadexpected.2Thismakesitnecessaryformetostayonhereforanotherday.Iwonde

5、rifitispossibleformetoextendmystayatthishotelfortwodays.SituationIA:I’lltakealookatthehotel’sbookingsituation.Yes,sir,I’mgladthatwe’llbeabletoacceptyourextensionrequest.3ButI’mafraidthatitwillbenecessaryforustoaskyoutochangeroomsforthelasttwonights.Yousee,wehave

6、alreadyletyourroomtoanothergentleman.Isthatacceptabletoyou?B:Yes,that’snoproblematall.A:Letmesee…Room1111willbevacant.Howaboutroom1111?B:That’sfine.A:Whenwouldyouliketomovetomorrow?B:Idon’tknow.A:Thenewoccupantwillbecheckinginalittleaftertwelve.4SituationIC:That

7、meansMr.Douglasshastomoveoutbefore12.Letmesee.He’llbeleavingforthenegotiationat9:30tomorrowmorningandhewillnotbereturningtothehoteluntilsometimeintheafternoon.SoMr.Douglassisgoingtohavetodoitbeforehegoestothenegotiation.Well,IthinkIwillremindMr.Douglassthathewil

8、lmoveat9o’clock.A:Good.Iwillsendabellboytoyourroomandhelpyouwithyourluggageat9o’clock.5Andpleaseremembertobringyourkeycardtothereceptiondeskwhenyoupassittomorrowsotha