Chapter 21 Handling Problems and Complaints
2023/7/17 Presentation page 1 Chapter 21 Handling Problems and Complaints
Part I Dialogues Part Il Vocabulary Study Part Ill Listening and Speaking Part IV Practical Writing Part V Feature Reading
2023/7/17 Presentation page 2 • Part I Dialogues • Part II Vocabulary Study • Part III Listening and Speaking • Part IV Practical Writing • Part V Feature Reading
Dialogue 1 Slow Delivery of Luggage Context:A room guest who has just checked in calls the Bell Service,complaining about his luggage not being sent up. Pre-listening questions: 1)Why is it that the delivery of luggage is slow today? 2)How does the clerk apologize to the guest? Staff:Good afternoon.Bell Service.Li Wen speaking Can I help you Guest:Yes,I checked in half an hour ago.Why hasn't My luggage been sent up yet?
2023/7/17 Presentation page 3 Dialogue 1 Slow Delivery of Luggage Context: A room guest who has just checked in calls the Bell Service, complaining about his luggage not being sent up. Pre-listening questions: 1) Why is it that the delivery of luggage is slow today? 2) How does the clerk apologize to the guest? Staff: Good afternoon. Bell Service. Li Wen speaking. Can I help you Guest: Yes, I checked in half an hour ago. Why hasn’t My luggage been sent up yet?
Staff:I'm sorry,sir.May I know your name and room number,please? Guest:Tom Bluster,Room1226. Staff:I'm sorry,Mr.bluster.Two travel groups were checking in this afternoon,and the luggage has to be sent one floor at a time Guest:How long need I wait for it? Staff:Don't worry,Mr.bluster.I'll check them for you. Would you please give me some features of your luggage. Guest:Certainly.I have three bags.One is a small black suitcase and the other two are bid brown suitcases Staff:Is your nametag attached to it? Guest:Yes
2023/7/17 Presentation page 4 Staff: I’m sorry, sir. May I know your name and room number, please? Guest: Tom Bluster,Room1226. Staff: I’m sorry, Mr. bluster. Two travel groups were checking in this afternoon, and the luggage has to be sent one floor at a time Guest: How long need I wait for it? Staff: Don’t worry , Mr. bluster. I’ll check them for you. Would you please give me some features of your luggage. Guest: Certainly. I have three bags. One is a small black suitcase and the other two are bid brown suitcases. Staff: Is your nametag attached to it? Guest: Yes
Staff:Just wait a moment,please,...Oh,Mr bluster,sorry to have kept you waiting.Your luggage is already on the way. Guest:Thank you. Staff:You're welcome
2023/7/17 Presentation page 5 Staff: Just wait a moment, please, …Oh, Mr. bluster, sorry to have kept you waiting. Your luggage is already on the way. Guest: Thank you. Staff: You’re welcome
Dialogue 2 A Mistake in a Table Reservation Context:Mr.King,together with three of his colleagues, Is at the hotel restaurant. Pre-listening questions: 1)What did the restaurant promise to offer to the customers? 2)How does the clerk apologize to the guest?
2023/7/17 Presentation page 6 Dialogue 2 A Mistake in a Table Reservation Context: Mr. King, together with three of his colleagues, Is at the hotel restaurant. Pre-listening questions: 1) What did the restaurant promise to offer to the customers? 2) How does the clerk apologize to the guest?
Staff:Good evening,madam.For how many people? Guest:A party of four. Staff:Do you have a reservation? Guest:Yes,we do.We have booked a table for four. Staff:May I have the name,please? Guest:The name is Reynolds. Staff:Yes,madam.One moment,please.I'm afraid There's no table reservation marked in that name,madam. Guest:But I called myself only this afternoon and I was promised a window table. Staff:I see.There must be some mistake,madam. Guest:Then what's to be done? Staff:Ah,we could give you a pleasant table in the
2023/7/17 Presentation page 7 Staff: Good evening, madam. For how many people? Guest: A party of four. Staff: Do you have a reservation? Guest: Yes, we do. We have booked a table for four. Staff: May I have the name, please?. Guest: The name is Reynolds. Staff: Yes, madam. One moment, please. I’m afraid There’s no table reservation marked in that name, madam. Guest: But I called myself only this afternoon and I was promised a window table. Staff: I see. There must be some mistake, madam. Guest: Then what’s to be done? Staff: Ah, we could give you a pleasant table in the
Jingtai room though it is not a window table. Guest:Well,I suppose we will have to manage with that,but I must tell you I'm disappointed with your service Staff:I'm sorry indeed that this should have happened.But I assure you we will make every effort to make your evening here a pleasant one. Guest:We do wish to enjoy your good service
2023/7/17 Presentation page 8 Jingtai room ,though it is not a window table. Guest: Well, I suppose we will have to manage with that, but I must tell you I’m disappointed with your service. Staff: I’m sorry indeed that this should have happened. But I assure you we will make every effort to make your evening here a pleasant one. Guest: We do wish to enjoy your good service
Dialogue 3 A Complaint about Room Cleaning Context:Mr.Morris calls the room center complaining about his room not room not being cleaned. Pre-listening questions: 1)What problems is the guest complaining about? 2)How does the clerk apologize to the guest?
2023/7/17 Presentation page 9 Context: Mr. Morris calls the room center complaining about his room not room not being cleaned. Pre-listening questions: 1) What problems is the guest complaining about? 2) How does the clerk apologize to the guest? Dialogue 3 A Complaint about Room Cleaning
Staff:Good evening.What can I do for you,sir? Guest:Quite a lot.It is hard to believe that my room has not been cleaned so far. Staff:I'm sorry.It must have been an oversight by housekeeping. Guest:An oversight?What can be more annoying when you asked for dry-cleaning and have been told they are unavailable. Staff: Thank you for pointing out this problem.I will investigate immediately. Guest: Besides,no one would like to stare at the same two apples left in the fruit bowl for one week.When I asked for a little more
2023/7/17 Presentation page 10 Staff: Good evening. What can I do for you, sir? Guest: Quite a lot. It is hard to believe that my room has not been cleaned so far. Staff: I’m sorry. It must have been an oversight by housekeeping. Guest: An oversight? What can be more annoying when you asked for dry-cleaning and have been told they are unavailable. Staff: Thank you for pointing out this problem. I will investigate immediately. Guest: Besides, no one would like to stare at the same two apples left in the fruit bowl for one week. When I asked for a little more