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(共40张PPT)
Chapter Seven
Follow-up Service
In this chapter, you will learn:
how to help the customer to extend the stay at the hotel in English;
how to settle the customers’ complaints;
how to communicate with customers and get some feedback of the service of travel agency in English;
how to write a reply to letters of complaints in English.
Part one —— Open Your Toolkit
Situation I —— accept extension request
Situation II —— handle the complaints
Situation I —— Background Information
When a guide wants to help customers extend their stay at
the hotel and let the receptionist to accept extension request
of customers, the following key points in recommendation
are for your references:
Studying the procedures of how to accept extension request of customers
Using all the possible way to solve the problems of customers
Situation I
GuideA: receptionist B: guest C: guide
A: Good morning. May I help you
C: Good morning. I am the guide of the Golden Dragon Travel Agency1. My customers want to have two more extra days to have their negotiation. Is there any vacant room
B: Good morning. I’m Mr. Douglass in room 1208. My business negotiation has progressed much more slowly than I had expected.2 This makes it necessary for me to stay on here for another day. I wonder if it is possible for me to extend my stay at this hotel for two days.
Situation I
A: I’ll take a look at the hotel’s booking situation. Yes, sir, I’m glad that we’ll be able to accept your extension request.3 But I’m afraid that it will be necessary for us to ask you to change rooms for the last two nights. You see, we have already let your room to another gentleman. Is that acceptable to you
B: Yes, that’s no problem at all.
A: Let me see… Room 1111 will be vacant. How about room 1111
B: That’s fine.
A: When would you like to move tomorrow
B: I don’t know.
A: The new occupant will be checking in a little after twelve.4
Situation I
C: That means Mr. Douglass has to move out before 12. Let me see. He’ll be leaving for the negotiation at 9:30 tomorrow morning and he will not be returning to the hotel until sometime in the afternoon. So Mr. Douglass is going to have to do it before he goes to the negotiation. Well, I think I will remind Mr. Douglass that he will move at 9 o’clock.
A: Good. I will send a bellboy to your room and help you with your luggage at 9 o’clock.5 And please remember to bring your key card to the reception desk when you pass it tomorrow so that I can change the room number on it.
B: I will. Thank you very much.
C: Thank you so much.
A: You are welcome. Goodbye.
Situation I —— Vocabulary
negotiation n. 谈判，沟通
progress v. 进步，进展
booking n. 预定
extension n. 增加的房间
occupant n. （房屋等）居住者，占有人
move out 搬出
bellboy n. （旅馆里为客人搬运行李到房间里的）男侍者
luggage n. 行李
key card 钥匙卡
reception desk 前台，接待处
Situation I —— Notes
I am the guide of the Golden Dragon Travel Agency.
我是金龙旅行社的导游。
My business negotiation has progressed much more slowly than I had expected.
我的业务谈判进行的比预期的要慢。
I’m glad that we’ll be able to accept your extension request.
我很愿意接受你展期的要求。
The new occupant will be checking in a little after twelve.
新的房客将会在12点过一点入住。
I will send a bellboy to your room and help you with your luggage at 9 o’clock.
九点钟的时候，我会派门童到你的房间帮你搬行李。
Situation II —— Background Information
As a guide in a travel agency, you will deal with a wide range
of people, so you must be prepared to deal with various
complaints. The following suggestions are for your reference:
Communicating with the customers and getting the feedback information.
Before you do anything for a complaint, you need to listen and make sure you understand what is being said so that you may avoid any misunderstanding and let the clients see your genuine care for their problem.
If you can’t solve the problem, repeat the information and write it down, then convey to the tour operator or other units concerned to settle the disputes.
Remember to reply to the clients and inform them of the final decisions as soon as possible, ask for their opinions and do apologize to them sincerely.
Situation II
The manager (M) of a travel agency is talking with Christina (a guide) about how to handle guests’ complaints properly.
M: the manager C: Christina (a guide)
C: Dear tourists, several restaurants around here are nice .Which one do you prefer
J: Guide, could you give us some detailed information We can make a decision then.
C: OK, three restaurants around here. One restaurant is of Sichuan style, one is Dongbei restaurant and the other special cook fish.1
B: I prefer Dongbei dishes. It tastes wonderful and Dongbei people are easy-going. Among other things, they provide adequate weight.
C: What about other’s opinions
J: I still suggest eating Sichuan dishes. I heard that it’s very delicious and tastes very hot.
C: Do you have any problems with the hot food 2
Situation II
M: Hey, Christina, I was told that you had a quarrel with one of our guests this morning, is that true
C: Eh……yes. But Manager, she is always finding a quarrel in straw1!
M: OK, Christina, I do understand your feeling, but you know, it’s our job and responsibility to satisfy our guests and introduce a proper travelling line to them. And your response to the matter is really not sensible enough.
C: Sensible How can one be sensible facing such a particular person
M: If you don’t take her criticism personally, you won’t be so defensive.2
C: I see. And manager, can you tell me how I can cope with the complaints and criticisms of the guest properly So if I am unlucky enough to meet such kind of situation once again, I will be able to handle it correctly.
M: Sure. The most important rule is to keep cool on hearing complaints and criticisms. Remain patient, polite and helpful. No matter what complaints the guest gives, listen to him or her with attention, respect and sincerity. Your impatience and indifference will only make the guest even much angrier.
C: So you mean at this moment, my attitude plays an important role.3
M: You catch on well. In fact, by showing your deep concern for the matter and your determination to settle it, you have solved the problem by half.
Situation II
C: And another half is to provide the guest with any possible solutions.
M: You said it! And if the guest is not satisfied with your solution, or it’s beyond your reach4 to give a satisfying answer, you may turn to me or other members who have the authority to solve the problem satisfactorily.
C: Anyway, I will not argue with our guests any more. It does not help at all.
M: You do know your business! And you are not supposed to be defensive, or to blame other members, either. They are also of no help.5
C: All right. I promise.
Situation II —— Vocabulary
quarrel n. 争吵、不和、口角
vi. 争吵、争辩不要吵了。它判得很公正。
responsibility n. 责任
satisfy v. 使满意、满足
response n. 回答、回音、答复；反应、响应
sensible a. 明智的、合情理的、切合实际的
particular a. （过分）讲究的、挑剔的；特殊的、特别的
defensive a. 防御用的、防守的、守势
criticism n. 批评、批判、指责
correctly adv. 正确地、得体地
sincerity n. 真实、诚心诚意、纯真
respect v. 慎重、谨慎从事、尊重
impatience n. 不耐烦、焦躁
indifference n. 不关心、不在乎
solutions n. （solution的复数形式）解答、解决（办法）；解释
Situation II —— Note
1、find a quarrel in a straw 吹毛求疵
2、If you don’t take her criticism personally, you won’t be so defensive.
如果你不把客人的责难看作是针对你个人的，你就没必要替自己辩解。
3、My attitude plays an important role.
态度对问题的解决起着重要的作用。
4、beyond one’s reach 在某人权限之外
5、They are also of no help. 那也于事无补。
Part Two — Practice the Following
Listening Practice
Role play
Matching
Practical Reading
Translation
Writing
Listening Practice
You will hear some complaints from the guests. Listen to them carefully and choose the most appropriate reply to each of them.
1、 A. What It’s impossible.
B. Sorry, sir. There must be some misunderstanding.
C. Sorry, sir. I’ll bring you another bottle.
D. Sorry, sir. I’ll bring it to the chef.
2、 A. Oh, sorry. But how can it be
B. I’m very sorry. I’ll bring it to the chef and see what he can do.
C. Sorry, shall I have it cooked again
D. Sorry, I’ll have them prepare another one for you. How do you want it
3、A. Thank you for telling us about this. I will attend to it immediately.
B. Sorry, there must be some mistakes.
C. Sorry, sir. But I can do nothing about it.
D. Sorry, I assure you it won’t happen again.
4、A. Sorry for the mistake.
B. We’re sorry for the delay. I’ll tell the chef to hurry.
C. Thank you for telling us about it.
D. Sorry, but what you ordered takes quite a while to prepare.
5、A. I’m really sorry. I’ll get the manager.
B. Do please accept my apologies. We assure you that it won’t happen again.
C. I’m very sorry. I’ll bring you a cloth immediately. Shall I clear it up for you
D. Send us the cleaning bill and we will refund the cost to you.
Role play ——Handling Complaints
Supposing you are a receptionist in a hotel, and now Mr. White comes to complaint the sweater you sent back shrank badly. Please recommend some ways of handling complaints to him and give the solutions to customers.
A. Aggressive
B. Laughter
C. Anger
D. Mild
E. Bored
F. Happy or amused
G. Sad
H. Ease
I. Hate
Matching —— Match the following facial expressions with their description.
A. Aggressive
B. Laughter
C. Anger
D. Mild
E. Bored
F. Happy or amused
G. Sad
H. Ease
I. Hate
Matching —— Match the following facial expressions with their description.
A. Aggressive
B. Laughter
C. Anger
D. Mild
E. Bored
F. Happy or amused
G. Sad
H. Ease
I. Hate
Matching —— Match the following facial expressions with their description.
A. Aggressive
B. Laughter
C. Anger
D. Mild
E. Bored
F. Happy or amused
G. Sad
H. Ease
I. Hate
Matching —— Match the following facial expressions with their description.
A. Aggressive
B. Laughter
C. Anger
D. Mild
E. Bored
F. Happy or amused
G. Sad
H. Ease
I. Hate
Matching —— Match the following facial expressions with their description.
A. Aggressive
B. Laughter
C. Anger
D. Mild
E. Bored
F. Happy or amused
G. Sad
H. Ease
I. Hate
Matching —— Match the following facial expressions with their description.
A. Aggressive
B. Laughter
C. Anger
D. Mild
E. Bored
F. Happy or amused
G. Sad
H. Ease
I. Hate
Matching —— Match the following facial expressions with their description.
A. Aggressive
B. Laughter
C. Anger
D. Mild
E. Bored
F. Happy or amused
G. Sad
H. Ease
I. Hate
Matching —— Match the following facial expressions with their description.
A. Aggressive
B. Laughter
C. Anger
D. Mild
E. Bored
F. Happy or amused
G. Sad
H. Ease
I. Hate
Matching —— Match the following facial expressions with their description.
Practical Reading：
Choose the best answer：
1. According to the passage, which of the following has changed the most in the last 500 years
A. food B. chocolate C. potato D. coffee
2. “Some” in “some still exist today” means _________________.
A. some cocoa trees B. some chocolate drinks
C. some shops D. some South American Indians
3. Coffee originally came from___________________.
A. Brazil B. Colombia C. Ethiopia D. Arabi
4. The Arabic legend is used to prove that _______________________.
A. coffee was first discovered by Kaldi
B. coffee was first discovered by Kaldi’s goats
C. coffee was first discovered in South American countries
D. coffee drinks were first made by Arabs
Translation
Translate the following sentences
into English
1、这是不收费的，由我们餐厅免费赠送，请慢用。
It is free of charge. It is compliments of our restaurant. Enjoy your dinner.
2、感谢您告诉我们，先生。 请您放心，这样的事不会在发生了。
Thank you for telling us, sir. I assure you it won’t happen again.
Translation
3、请把清理费的账单寄给我们，我们会把钱退还给您，好吗？
Would you please send us the cleaning bill We will refund the cost to you.
4、我要的是发票，不是收据。
I want the invoice, not the receipt.
5、非常抱歉把您的衣服弄脏了，我马上为您拿布来。
I’m awfully sorry to stained your suit. I’ll bring a cloth for you immediately.
B. Translate the following into Chinese
贵宾们，
女士们、先生们：
我为能在此设宴招待威廉斯副总统和夫人以及其他贵宾而深感荣幸和愉快。我愿借此机会向各位来宾表示热烈的欢迎。我此时的心情可以用孔子在《论语》中的一句话来表达：“有朋自远方来，不亦乐乎。”
显而易见，威廉斯副总统的这次访问表明了阁下愿意继续推进我们两国之间友好合作关系的决心。我深信，两国高层领导人之间的频繁互访，不仅有助于我们两国之间关系的改善，而且还有助于亚太地区，乃至整个世界的和平与稳定。
Now that your tourists have complained about the service standards of your recommended hotel，please explain the reasons and make an apology to your tourists.
Writing —— Writing letters on Claims
Supposing as the head of a package tour from New York, you are asked to write a complaint letter to the travel service, complaining about the missing meeting of the tour guide when you arrived at the airport. Then, as a staff member of the travel service, after you receive the letter, write a corresponding letter to it.
Task:
Part three Know Something about Social Etiquette
Chinese Concepts
Supplements
Fuzi Miao in Nanjing
Supplements
Jiangnan Gongyuan

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