页数：29页文件大小：868.7 KB来源： 旅游英语ppt课件
本课件为《旅游英语》第十六章投诉处理，聚焦服务纠纷中的英语沟通：由沙拉酱放错与鸡肉太老的投诉对话开篇，衔接投诉对象听力与饭店投诉视频，再通过服务礼仪测验、投诉信写作与歌曲跟唱完成训练。
16 Chapter Complaint Settlement
信息配对练习：将左栏信息项与右栏内容对应。
| 题号 | Column A 信息项 | Column B 选项 |
|---|---|---|
| 1 | complaint | A. no butterspreader |
| 2 | dressing ordered | B. overdone chicken |
| 3 | complaint | C. wrong saladdressing |
| 4 | complaint | D. Thousand Island |
| 5 | compensation | E. 50% off |
I Don’t Care 我无所谓 II. Story-retelling:
customerbotherconditionersurprisinglyturn upairrestaurantturn downwaiterangrypest
Part Two: Listening forTravelWho ShouldI Complainto?When you’d like to________a waiter in the restaurant,raise your hand, but don't wave. Most waiters are very busybut will get to you eventually. Be patient if the restaurantis________. The waiter might have many tables to helpbesides yours. Never yell or________your fingers to getattention. Try to always remain polite. If your waiter isignoring you, be patient, he or she may be busy and stressedout with too much work. Never________out or stand up atyour table looking for a waiter. It is rude! Don't ask yourwaiters name just so you can shout it out across the room.Don't send out family members to look for the waiterespecially children. It is dangerous in a busy restaurant.summonpackedsnapscream
When he does come to your table, talk to your waiter withrespect. Control your tone and________, a bossy or ________way of speaking is not needed. Remember that if the food is coolor does not taste good that the waiter is not responsible. Avoid________ that will make your waiter want to pull out his or herhair and give you slow service. ________the waiter as "waiter,"not "sir." If you can not get any service, flag down another waiteror even a________. If you have ________service, complainto the restaurant manager, not to the waiter. It is more effective.condescendingattitudebehaviorsAddressbusboyhorrendous
Part Three: Watching for TravelA Complaint in the Restaurant 饭店投诉 Brief information from the video
Part Four: Reading for Travel
1)You should greet and say the company's namewhen you answer the phone.2)Your clothes matter when dealing face to facewith customers.3)You should tell the customer if he/she is at fault.4)Argue with the customer. Stand for your right.5)Apologize to customer even if the fault wasdone by another staff.Customer Service 客户服务 TTFFT
Discuss: Can you make a good serviceperson?Lead-in Questions:1)Have you ever thought of working as a waiteror waitress? If not, why?2)As a restaurant manager, how would you feelabout people complaining alot?3)As a waiter or waitress, do you believe it isacceptable to stand up for one’sright when thecustomer is unreasonable in his or her demands?4)Do you think it is acceptable for a waiter orwaitress to swear back if his or her customer swears first?5)Do you believe the customer has the right torefuse to pay the bill if he is not happy with the service?
Group Work: Can you make a good serviceperson?Step 1:Divide the class into groups.Step 2:Ask students to discuss in details on theabove questions and summarize the characteristics agood service person should have
Step 3:Have some groups to give theirpresentation in front of the class.
Part Five: Writing for Travel A letter of complaints 投诉信
旅游歌曲 Part Six: Singing for Travel
Hey Jude 嘿，朱迪 The Beatles1. Singing English songs together with tourists can stimulate their interest, andliven up the atmosphere when they travel. Listen to the song casually withreference to the lyrics.
The Beatles 是一支成立于 1960 年的英国利物浦摇滚乐队，乐队在流行音乐史的商业和艺术上都取得了巨大成功。
Part Seven: Additional Know-how Make a Wise and Polite Complaint
Ifyouapproachthesituationwithfirmnessinyourpositionwhilekeepingyourselfcalmandreasonable,you'llfindpeoplearelessdefensiveandmorereadytolistenandwillingtosolvetheissue.Startingacomplaintwith"I'msorrytobotheryou"putsthelistenerwhomayhaveheardmanycomplaintsthatdayatease.Usethisphraseifthesituationisn'tthatserious.Forexample,"I'msorrytobotheryou,butIwantedwholewheatbread,notmuffins.”Everyonewouldmuchratherbeaskedtodosomethingthantold.Statingyourcomplaintasarequestforhelpinsteadofarebuketothelistenerwouldbeashortcuttoobtainwhatyouwant.
Besides speaking out how you feel, be prepared to listen. Just asyou want to be heard, the person you are complaining to also hasa right to be heard the same way you deserve. After you've madeyour position clear, step back and listen attentively to theresponse, even if you don't agree. It shows you to be fair andwilling to work through the problem. If you approach theproblem with due respect to people involved, it is more likelyyou will effectively be heard and have your problem solved.
判断题：阅读下列陈述并判断正误。
| 题号 | 陈述 | 答案 |
|---|---|---|
| 1 | Only when you complain with stronglanguage will they pay attention to your problem. | F |
| 2 | People will be more cooperative if youcomplain in a polite and calm way. | T |
| 3 | Besides being polite, it is also important tokeep firm in your position. | T |
| 4 | One fast way to solve your problem is toexpress your complaint as a request rather than ablame. | T |
| 5 | When you are complaining, the serviceside has no right to speak how they feel. | F |
Thank you!
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