Unit 18 Handling Customer Complaints 顾客投诉处理 本单元学习要点 +通过本章学习，应该能够了解电话投诉，度假客人投诉，食品投诉等具体内容和程序 4学习如何投诉回复信 本单元重、难点问题辅导 Preview 投诉种类 Mechanical complaint:2.4 Attitudinal complaint:10 Service-related complaint:1.3.5.6.7 Unususl complaint:8,9 Dialog I Receiving a Complaint on the Phone接受电话投诉 1.check 检查 2.flush 冲水 3.well-run 经营良好的 4.hou里h 全面 Dialog II A Complaint about Holiday度假客人投诉 1.claim compensation 要求索黯 2.despite 尽管 3.discount 折扣 4.a gesture of goodwil相友好姿态 DialogⅢHandling a Complaint about Noise处理客房噪音投诉 1.an early start 早园 2.a bitof 一点 3.pack up 结束、停止 Dialog IV Complaining about the Food食品投诉 L.look into the matter调查此事 2.on the house 由店家出钱 3.be assured that 保证、确保 4.Be keen on 喜爱、热衷
Unit 18 Handling Customer Complaints 顾客投诉处理 本单元学习要点 通过本章学习，应该能够了解电话投诉，度假客人投诉，食品投诉等具体内容和程序 学习如何投诉回复信 本单元重、难点问题辅导 Preview 投诉种类 Mechanical complaint: 2, 4 Attitudinal complaint: 10 Service-related complaint: 1, 3, 5, 6, 7 Unusual complaint: 8, 9 Dialog I Receiving a Complaint on the Phone 接受电话投诉 1. check 检查 2. flush 冲水 3. well-run 经营良好的 4. though 全面 Dialog II A Complaint about Holiday 度假客人投诉 1. claim compensation 要求索赔 2. despite 尽管 3. discount 折扣 4. a gesture of goodwill 友好姿态 Dialog III Handling a Complaint about Noise 处理客房噪音投诉 1. an early start 早起 2. a bit of 一点 3. pack up 结束、停止 Dialog IV Complaining about the Food 食品投诉 1. look into the matter 调查此事 2. on the house 由店家出钱 3. be assured that 保证、确保 4. Be keen on 喜爱、热衷
Reading I A Complaint Letter on Holiday Booking 1.compensation 补偿 2.confirm 确认 3.overbook 过量预订 4.deposit 押金 Simulated Writing How to Reply to Complaining I.etters写投诉回复信 写作技巧 处理回夏客人的授诉信是靠游金业维护形象表达商誉的重要手段。首先，要表达同情，承担该承 相的责任，重点成在问愿及解决方案上。尊重对方，不要伤害对方的个性及感情，设身处地为客人 着想。无论你是香同意对方的观点，在网信中应当使用善解人意的口吻，信写好后，必须检查一遍， 以确认心信中内容符合饭店相关原则，如补数措德，责任等。回复投诉信要包括以下内容： 1.表示款意 2.解释原因 3.告知整改方案 同时要注意以下几个方面： 1授诉信国复时应使用恰当的称谓 2.居量避免长篇谈论推托之辞或透行复杂的解释，因为客人对服务方的法规和政策并不移兴趣。 3.尽量安抚客人 4.如果可能的话给客人提供适当的补供以示诚意 5承诺下次不再发生类似情况 6.诚意逆请客人能再次充临 7投弄回复信应由能静企业负责人米写并签名 仿写练习 下面是一封投诉国复信的参考例文。希望能够对同学有所启发。大家可以按照例文进行仿写。具要 坚持不懈的练习，同学们的写作水平一定会有所提高。 Augu26.2005 Mr.Smith 1 Smith Road Smith town
Reading I A Complaint Letter on Holiday Booking 1. compensation 补偿 2. confirm 确认 3. overbook 过量预订 4. deposit 押金 Simulated Writing How to Reply to Complaining Letters 写投诉回复信 写作技巧 处理回复客人的投诉信是旅游企业维护形象表达商誉的重要手段。首先，要表达同情，承担该承 担的责任，重点放在问题及解决方案上。尊重对方，不要伤害对方的个性及感情，设身处地为客人 着想。无论你是否同意对方的观点，在回信中应当使用善解人意的口吻。信写好后，必须检查一遍， 以确认心信中内容符合饭店相关原则，如补救措施，责任等。回复投诉信要包括以下内容： 1.表示歉意 2.解释原因 3.告知整改方案 同时要注意以下几个方面： 1.投诉信回复时应使用恰当的称谓 2.尽量避免长篇谈论推托之辞或进行复杂的解释，因为客人对服务方的法规和政策并不感兴趣。 3.尽量安抚客人 4.如果可能的话给客人提供适当的补偿以示诚意 5.承诺下次不再发生类似情况 6.诚意邀请客人能再次光临 7.投诉回复信应由旅游企业负责人来写并签名 仿写练习 下面是一封投诉回复信的参考例文，希望能够对同学有所启发。大家可以按照例文进行仿写。只要 坚持不懈的练习，同学们的写作水平一定会有所提高。 August 26, 2005 Mr. Smith 1 Smith Road Smith town
Smithshire.SMI IMS Dear Mr.Smith Thank you for taking the time to complete a comment card during your recent visit to the National Maritime Museum on 30 May.2005. I am disappointed to hear of your experience of our Cafe.We usually receive positive feedhack regarding the quality and value of our catering provision,and I can only apologize that this was not the case during your visit Be assured that I will pass on your comments to our current catering provider.Milburns Restaurants Lid.,who work with us at the Museum. Again thank you for taking the time to complete a comment card.Such feedhack is of great help to us in making continuous improvements within the Museum. We look forward to welcoming you back in the near future. Yours sincerely. Alex Garnett Visitor Services
Smithshire, SM1 1MS Dear Mr. Smith Thank you for taking the time to complete a comment card during your recent visit to the National Maritime Museum on 30 May, 2005. I am disappointed to hear of your experience of our Café. We usually receive positive feedback regarding the quality and value of our catering provision, and I can only apologize that this was not the case during your visit. Be assured that I will pass on your comments to our current catering provider, Milburns Restaurants Ltd., who work with us at the Museum. Again thank you for taking the time to complete a comment card. Such feedback is of great help to us in making continuous improvements within the Museum. We look forward to welcoming you back in the near future. Yours sincerely, Alex Garnett Visitor Services