酒店英语学习情境一:前厅服务英语1-6 Handling the C三omplaints.ppt
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1、学习情境一:前厅服务英语,学习任务: 处理投诉,Name : Ellen Job: Operator Responsibility: To answer hotel phones and deal with guests problems.,Contents,Working Procedures 工作程序,2,Working Knowledge 工作知识,3,Hotel Task 酒店任务,4,5,Words and Expressions,6,Activity,Learning Objectives 学习目标,After finishing this task, you should be
2、able to: Understand guests complaints Offer the solutions to the problems in the hotel,Working Procedures 工作程序,Listen to the details of the complaints 仔细聆听投诉细节 Understand the guests feelings 理解宾客的感受 Apologize for the problem 为出现的问题道歉 Repeat the complaints 复述投诉 Call the related department 致电有关部门 Ask
3、for the result 询问结果,Working Knowledge 工作知识(1),1.When dealing with hotel complaints, you should keep the following tips in mind: Listen attentively to the guests problem. Apologize to the guest. Tell him what you are going to do. Tell him when you are going to do.,Working Knowledge 工作知识(2),2. The sug
4、gested ways in how to deal with complaints: Say sorry to guests “Im sorry to hear that” Show your attitude and take actions “ Im terribly sorry, sir. I will look into the matter at once.”,Hotel Task 酒店任务,Suppose you are Ellen, now youre going to handle the guests complaints. Please perform the task
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