Part I INBOUND TOURISM Unit 9 Fandling Complaints
Handling Complaints Part I INBOUND TOURISM Unit 9
Teaching Objectives Learn how to apologize -Learn how to handle the case of missing luggage Learn how to explain the causes causing the dissatisfaction of the guests Learn how to handle different kinds of complaints
Teaching Objectives ▪ Learn how to apologize ▪ Learn how to handle the case of missing luggage ▪ Learn how to explain the causes causing the dissatisfaction of the guests ▪ Learn how to handle different kinds of complaints
Briefing on the Working Procedures ·旅游业是个涵盖面最宽的服务业之一。它包括生活的 方方面面。因此，在提供服务的过程中，由于种种原 因，投诉和表扬一样在所难免。问题的关键在于如何 处理好顾客的投诉。在遇投诉时，首先要认真地、有 礼貌地听完客人的抱怨，除非十分必要，否则不去打 断他。听完以后要作出简单的重复以示理解无误，同 时进行明确的道歉。可能时要做投诉记录。然后决定 由准来处理问题。自己能直接解决的就直接解决。要 是问题严重，需上级领导解决的，要向客人作出说明， 并及时安排客人与领导的见面
Briefing on the Working Procedures ▪ 旅游业是个涵盖面最宽的服务业之一。它包括生活的 方方面面。因此，在提供服务的过程中，由于种种原 因，投诉和表扬一样在所难免。问题的关键在于如何 处理好顾客的投诉。在遇投诉时，首先要认真地、有 礼貌地听完客人的抱怨，除非十分必要，否则不去打 断他。听完以后要作出简单的重复以示理解无误，同 时进行明确的道歉。可能时要做投诉记录。然后决定 由谁来处理问题。自己能直接解决的就直接解决。 要 是问题严重，需上级领导解决的，要向客人作出说明， 并及时安排客人与领导的见面
Warming-up Activities Discuss the following questions and report the result to the class: 1.When you are accepting a service,how would you express your dissatisfaction if there is any? 2.When you are providing a service,what would you do if you get a complaint from the one you are serving?
Warming-up Activities ▪ Discuss the following questions and report the result to the class: ▪ 1. When you are accepting a service, how would you express your dissatisfaction if there is any? ▪ 2. When you are providing a service, what would you do if you get a complaint from the one you are serving?
Working Process of Handling Complaints (I) Listen attentively ○ to the complainant Apologize and Explain Report to the superior Let the complainant know the result when have to
Working Process of Handling Complaints (I) Report to the superior when have to Apologize and Explain Listen attentively to the complainant Let the complainant know the result
Working Process of Handling Complaints (Il) 1.Communicate with the complainant without getting other tourists to be involved. 2.Listen tentatively to what the complainant has to say Don't try to explain or deny at once even if the complainant is being overstating the problems.Allow him to give vent to his dissatisfaction. 3.Judge and analyze the cause of the complaints. 4.Apologize for the improper service and try to make it up. 5.Dissuade the complainant from raising the case to the administrative departments and get him and the concerned department to make a compromise. However,if the complainant insists raising the case to the administrative departments,the guide should offer help
Working Process of Handling Complaints (II) 1. Communicate with the complainant without getting other tourists to be involved. 2. Listen tentatively to what the complainant has to say. Don’t try to explain or deny at once even if the complainant is being overstating the problems. Allow him to give vent to his dissatisfaction. 3. Judge and analyze the cause of the complaints. 4. Apologize for the improper service and try to make it up. 5. Dissuade the complainant from raising the case to the administrative departments and get him and the concerned department to make a compromise. However, if the complainant insists raising the case to the administrative departments, the guide should offer help
Explanation of Texts (I) 1.Missing Luggage Key Words: missing claim checks misplace ruin complain upset
Explanation of Texts (I) 1. Missing Luggage Key Words: missing claim checks misplace ruin complain upset
Explanation of Texts (1) Useful Expressions a.My luggage seems to be missing. b.Could I see your luggage claim checks? c.What am I supposed to do? d.I'll check it out for you e.Let me get a representative from the airline to speak with you
Explanation of Texts (I) Useful Expressions a. My luggage seems to be missing. b. Could I see your luggage claim checks？ c. What am I supposed to do? d. I’ll check it out for you e. Let me get a representative from the airline to speak with you
Explanation of Texts (II) 2.An Angry Tourist Key words: apologize short-staffed bother adjacent patience
Explanation of Texts (II) 2. An Angry Tourist Key words: apologize short-staffed bother adjacent patience
Explanation of Texts (II) ■Useful expressions: a.What seems to be the problem,Mr. Smith?How can I help you? b.Please let me apologize for this c.I am sorry to hear that.There must have been a mistake. d.Just try to get hold of me whenever you need my help
Explanation of Texts (II) ▪ Useful expressions: a. What seems to be the problem, Mr. Smith? How can I help you? b. Please let me apologize for this. c. I am sorry to hear that. There must have been a mistake. d. Just try to get hold of me whenever you need my help