② Chapter One Meeting on Arrival www.themegallery.com LOGO
www.themegallery.com LOGO Meeting on Arrival Chapter One
② learning Contents Section 1 earning Objectives Pre-Class Activities Section 2 Section 3 In-class Learning After-class Learning Section 4 www.themegallery.com LOGO
www.themegallery.com LOGO learning Contents Learning Objectives Pre-Class Activities In-class Learning After-class Learning ▪ Section 1 ▪ Section 2 ▪ Section 3 ▪ Section 4
② Section 1 SEC 1 learning Objectives 冷 how to communicate with the tourists effectively and ask哪 the travel SEC 2 &how to handle complaints from the tourists effectively i how to use some professional English vocabulary and sentence patterns related to this topic SEC 3 s how to introduce Chinese Calligraphy and Painting to guests SEC www.themegallery.com
www.themegallery.com LOGO Section 1 learning Objectives ❖how to communicate with the tourists effectively and ask something about the travel. ❖how to handle complaints from the tourists effectively ❖ how to use some professional English vocabulary and sentence patterns related to this topic ❖how to introduce Chinese Calligraphy and Painting to guests. SEC 2 SEC 3 SEC 4 SEC 1
② Section 2 不是导 Pre-class learning Question or case Study SEC1)A: a receptionist at travel agency B a client a 932 A: Hi, Madam. Nice to see you again Did you enjoy your trip? SEC 2 B: Enjoy it? i doubted if joined the tour for sightseeing or just shopping! 1 A: Argh.? What happened to you on the trip? SEC 3 B: I wondered why there were too many additional shopping sites which were not listed in our itinerary, but we were asked to go in the middle of our trip. It seems like all we had been doing shopping on the way SEC4 and nothing else to do than spend our money A: I apologize. Is it the tour guide who led you to those shopping stores? B: Of course. It seems that the tour guide feel more interested in serving as a shopping guide rather than a tour guide www.themegallery.com LOGO
www.themegallery.com LOGO a receptionist at travel agency B: a client Hi, Madam. Nice to see you again. Did you enjoy your trip？ Enjoy it? I doubted if I joined the tour for sightseeing or just for shopping!1 Argh…? What happened to you on the trip? I wondered why there were too many additional shopping sites which were not listed in our itinerary2 , but we were asked to go in the middle of our trip. It seems like all we had been doing shopping on the way and nothing else to do than spend our money3 . I apologize. Is it the tour guide who led you to those shopping stores? Of course. It seems that the tour guide feel more interested in serving as a shopping guide rather than a tour guide. A: A: B: A: B: A: B: Section 2 Pre-class learning Question or case Study SEC 2 SEC 3 SEC 4 SEC 1
② (SEC1)A: Could you tell me her name and the additional shopping stores ? B: Her name is Wufangmei, and there are three unexpected stores we had ever gone, which includes: one Jewelry store, one unknown SEC 2 teahouse and one traditional medicinal herbs store, even worse with the persuasion of the tour guide, I bought some Jingseng in that medicinal store and paid 700yuan for it, but later when went to SEC 3 another store, I was told it only worthy of 450yuan. Oh, my God! A: I am awfully sorry to hear that. Don't worry, Madam. I'll make a note of it and someone will be sent to look into the matter at once, so SEC every thing will be taken care of soon B: One doesnt expect this sort of thing in a well-run travel service www.themegallery.com LOGO
www.themegallery.com LOGO A: Could you tell me her name and the additional shopping stores? B: Her name is Wufangmei, and there are three unexpected stores we had ever gone, which includes: one Jewelry store, one unknown teahouse and one traditional medicinal herbs store4 . Even worse, with the persuasion of the tour guide, I bought some Jingseng in that medicinal store and paid 700yuan for it, but later when I went to another store, I was told it only worthy of 450yuan . Oh, my God! A: I am awfully sorry to hear that. Don’t worry, Madam. I’ll make a note of it and someone will be sent to look into the matter at once , so every thing will be taken care of soon. B: One doesn’t expect this sort of thing in a well-run travel service. SEC 2 SEC 3 SEC 4 SEC 1
② SEC1 A: Well, we understand how you feel and try all our best to help you Now, Madam, could you tell me in which way you want to have this problem solved? (SEC2)B: i hate to mention it but i have to make a claim with 5 that medicinal herb store for my loss. Moreover, I need a reasonable explanation given by your travel service S): It is understanding. I will report it immediately to my supervisor and decide what to do about it. Then, we'll inform you of our opinions 6 And I assure you that the similar thing will never occur again at our SEC travel service B: Ok, I will be waiting for your satisfying decision A: Madam, could you tell me your contact details? www.themegallery.com LOGO
www.themegallery.com LOGO A: Well, we understand how you feel and try all our best to help you. Now, Madam, could you tell me in which way you want to have this problem solved? B: I hate to mention it, but I have to make a claim with5 that medicinal herb store for my loss. Moreover, I need a reasonable explanation given by your travel service. A: It is understanding. I will report it immediately to my supervisor and decide what to do about it. Then, we’ll inform you of our opinions6 . And I assure you that the similar thing will never occur again at our travel service. B: Ok, I will be waiting for your satisfying decision. A: Madam, could you tell me your contact details? SEC 2 SEC 3 SEC 4 SEC 1
② SEC1)B: Sure. Ami Sawyer. A-M-I-S-A-W-Y-E-R, my mobile phone is 15623478932,andmyE-mailboxisAmisawyer123@yahoo.com A: Yes, I write it down. Thank you. By the way, Madam, is there SEC 2 anything else can do for you B: No, thank you just the same A∵: You are we|come! SEC 3 SEC www.themegallery.com LOGO
www.themegallery.com LOGO B: Sure. Ami Sawyer. A-M-I-S-A-W-Y-E-R, my mobile phone is 15623478932, and my E-mail box is AmiSawyer123@yahoo.com. A: Yes, I write it down. Thank you. By the way, Madam, is there anything else I can do for you ? B: No, thank you just the same. A: You are welcome! SEC 2 SEC 3 SEC 4 SEC 1
② Vocabulary SEC 1 apologize [e poled3aiz]V 道歉 medicinal I me disinel ]a 医学的 SEC 2 herb [ ha: b]n 药草,香草 Jingsong n 人参 awfully [o fuli] ad 可怕地,非常地,极端地 SEC3)claim kleim ]v 要求,说明,断言 n 要求,要求权 supervisor [sju pevaize] n 监督人,管理人 SEC 4 www.themegallery.com LOGO
www.themegallery.com LOGO apologize [ ə'pɔlədʒaiz ] v. 道歉 medicinal [ me'disinəl ] a. 医学的 herb [ hə:b ] n. 药草,香草 Jingseng n. 人参 awfully [ 'ɔ:fuli ] ad. 可怕地,非常地,极端地 claim [ kleim ] v. 要求,说明,断言 n. 要求,要求权 supervisor [ 'sju:pəvaizə ] n. 监督人, 管理人 Vocabulary SEC 2 SEC 3 SEC 4 SEC 1
② case study SEC 1 Receiving and handling complaints is a part of daily routine for a staff at travel service. While receiving a complaint, a receptionist SEC 2 should listen carefully to the client's opinions and make a note of it The principle of handling a complaint is, on one hand to maintain the benefits of your travel agency, and on the other hand to satisfy your SEc3 client. The feedback of handling a complaint should be conveyed to the client in time. Sometimes handling complaints can enable us to improve our service quality SEC www.themegallery.com LOGO
www.themegallery.com LOGO Receiving and handling complaints is a part of daily routine for a staff at travel service. While receiving a complaint, a receptionist should listen carefully to the client’s opinions and make a note of it. The principle of handling a complaint is, on one hand to maintain the benefits of your travel agency, and on the other hand to satisfy your client. The feedback of handling a complaint should be conveyed to the client in time. Sometimes handling complaints can enable us to improve our service quality. case study: SEC 2 SEC 3 SEC 4 SEC 1
② Questions: ,买!买!买! SEC 1 SEC 2 1. Can you describe the client's feeling? SEC 3 2. Do you think the tour guide is right? SEC 3. If you were a receptionist how would you serve the client? www.themegallery.com LOGO
www.themegallery.com LOGO 1.Can you describe the client’s feeling? 2.Do you think the tour guide is right ? 3.If you were a receptionist , how would you serve the client? Questions: SEC 2 SEC 3 SEC 4 SEC 1