Unit 15 Dealing with complaints
《商务英语综合教程》 Unit (5)
5. Hearing the news, she shook her hand in
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6. Adverts must not create a
impression.
7. She
her dog with the finest steak and salmon.
8. The government was reluctant to
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Additional Reading
Customer service mistakes (and how to avoid them)
Savvy companies understand and value the importance of customer service. They recognise that providing excellence in customer service is a sure-fire way of keeping customers loyal and getting them to buy from you again. And if you’ve got high customer retention, then that will also benefit your business’ bottom line.
Without customers, you would have no business. Therefore, organizations need to develop customer 4 and 5 to retain their customers.
Making the customers happy can give a 6 result to company. It is better to have proper communication with customers, stick to your 7 made, treat customers nicely, make innovations to attract new customers and 8 the old customers, properly deal with customer complaints and remember the golden rule.
酒店英语视听说全书答案
酒店英语视听说练习参考答案Part1 Watching and SpeakingUnit1 General Information about the Hotel 背景常识2..(1) Highway Hotel (2)Airport Hotel (3)City Hotel (4) Resort Hotel. 热身略练习一、基础训练1. 完成下列对话This is Alice ; Can I help you; Anything else; Have a nice day.2. 翻译(1) by phone (4)August 2nd(2) answer the phone (5) airport pick-up service(6) look forward to(3)telephone number3. 在询问信息时要根据情况采用不同的表达方法（1）Can I help you?（2）Anything else?(3) Can you tell me the telephone number of your Housekeeping Department?(4) May I have your flight number?二、听力理解填空：mention ; again; prefer; not; seat.Unit 2 Banquet Service背景常识Western banquet; Farewell party; Morning party; Cocktail party练习一、基础训练1. 完成下列对话How much would you like to pay for each table?Is there anything special you want to have on the menu?There is no more special request.2. 翻译(1)book a banquet hall (4) )finish and decorate banquet(2 arrange a cocktail party (5) banquet budget(3) special request (6) exact date13. 在询问信息时要根据情况采用不同的表达方法 （1）What kind of banquet would you like to hold? （2）How many people will attend the banquet? (3) How much is your budget for the banquet? (4) Is there any special request on the menu? 二、听力理解填空：1. dinner party; 100; Sunday; requirementspany ；available; About; limitUnit 3 Room Service背景常识room service, luxury hotels, standard meals, snacks, drinks, packed meal ,doorknob menu热身1. noodles, soybean milk, doughnut, boiled eggs2. 1B, 2E, 3C, 4D, 5F, 6A练习一、基础训练1. have breakfast, have/know, offer , Continental ，try ，have ，confirm ， sent2.① sing the bill ② continental ③ writing desk ④ stuffed bun ⑤ eight-treasure porridge ⑥ confirm3.(1) What would you like to have /order?(2) Can I have your name and room number?(3) Let me confirm your order:(4) Would you like anything else? (5) Your breakfast will be sent up to your room in 10 minutes.二、听力理解1.-----Room Service Section. May I help you?-----Yes. I -----Yes. I’’d like to _order _____ a breakfast for tomorrow morning. 2.——What would you like to have, ma What would you like to have, ma’’am?——Please bring me a__continental breakfast ____. 3.——Room service. May I come in? ——Come in, please.——Here Here’’s your __breakfast _____. Where shall I __put ____ it?4. ——Would you please __sign _____the bill, sir?——All right. Can I have it ___charged _____ it to my account?三、Further exercises 能力扩展Complete the following dialogue 完成下列对话M ：Good evening. Room service. May I help you? G ：Yes. I Yes. I’’d like to order a breakfast for tomorrow morning. M ：May I have your name and room number, Miss? G ：It It’’s Miss Brown in Room 888. M ：Miss Brown, we offer three kinds of breakfast, Chinese, Continental and American. Which one do you prefer?G ：What does a continental breakfast have?M ：A continental breakfast has different kinds of bread, cereals, fruit juices and drinks. G ：Let me see. I Let me see. I’’ll have two pieces of bread with butter and a glass of orange juice. M ：Would you like some coffee?G ：No, thank you. But you can bring me a cup of hot milk. M ：Would you like anything else, Miss Brown? G ：No, That No, That’’s all.M: Let me confirm your order: Miss Brown in Room 888, two pieces of bread with butter, a glass of orange juice and a cup of hot milk. Is that right? G: Yes. That ’s it.M: At what time would you like your breakfast served?G: Please send them to my room at 9:00 tomorrow morning.M: Yes, Miss Brown. Your breakfast will be sent up to your room right on time. Thank you for using room service.Unit 4 Guests Unit 4 Guests’’ Complaints背景常识h e a r ；e m ；a p ；r e ；t a k e 热身1、 (1) V (2) V (3) X (4)X2、 annoy, hungry, angry , upset 练习一、基础训练1. 填空(1) serve it quickly (2) free (3) another (4) at least (5) delay (6) the chef (7) a hair (8) sick (9) apology (10) bill 2. 翻译(1) Sorry to keep/ to have kept you waiting so long, (2) We will bring the order immediately.(3) Sir, your order is ready now. (4) (4) I’d like to apologize for our carelessness.I’d like to apologize for our carelessness. (5) Thank you for your understanding.(6) Please enjoy your lunch.(7) (7) I’ve lost my confidence in your restaurant.I’ve lost my confidence in your restaurant. (8) Do you want to try something else, sir?(9) I’m sure everything will be good next time you come. 三、听力理解 1、service2、(1) In a restaurant(2) Waiting for a long timeUnit 5 Accepting Complaints背景常识rude;friendly 热身1、service, dish, plate, air-conditioner, glass, wrong order2、略、略 练习一、基础训练1. 填空（1）do something （2）sitting, corner （3）enjoy (4) cater, appetite (5) takes, prepare 2. 略 三、听力理解 1、A2、waiting for a long time, steak, service3、salad, steak, enjoy, service, busyUnit 6 Dealing with Complaints背景常识discontentment complaints methods of treatmentcatering service 热身1、The correct order: 1___B__ 2___C__ 3___D__ 4___E__ 5___A__2、1, 6, 7 练习一、基础训练1. The guest complaints about the pork.Solution:The pork is free for the guest.The guest can order other meal.The guest can taste other meal for free. 2. (1)specialty (2)Please enjoy your meal(3) the air conditioner remote(4)attend to it at once (5)anyhow (6)I promise3.(1)suit (2)attend (3)specialty (4)confidence (5)assured二、听力理解W: Do you enjoy your meal, madam?G: No. Chicken I ordered was not fresh.W: I am sorry about that. I will get a new chicken for you, Sir.(a little while later)W: Would you like to try our specialty here? That would be free, of course.G: What’s the specialty here?W: Steak.G: OK. Let me have a try. Oh, it is very delicious. I like it.W: Thank you, sir. Please enjoy your meal.1.A2.T,F,F,T三、能力扩展I am very sorry, sir.but the fish is not fresh.I’ll get you another one.We are very sorry for the delay.Please enjoy your lunch.Part 2 ListeningUnit 7 Room Reservation 客房预订 1. (1) A (2) C (3) C2．(1) A standard room for Tuesday, March 4th, with a front view.(2) 2,600 RMB per night.3. (1) F (2) T (3) TUnit 8 Change Reservation 更改预订1. (1) B (2) A (3) A2. (1) F (2) T (3) F3. (1) Can I help you?(2) When was your reservation?(3) What kind of room?Unit 9 Cancel Reservation 取消预订1. (1) B (2) A (3) B2. (1) A (2) C3. cancel; whose name; date; another partyUnit 10 Group Reservation 团队预订1. (1) A (2) B (3) B2. (1) c (2) b (3) a3. (1) T (2) F (3) TUnit 11 Welcome Guests 迎宾1. (1) ④ (2) ① (3) ⑤ (4) ③ (5) ②2. A3. (1) T (2) T (3) F (4) T (5) FUnit 12 Baggage Service 行李服务1. (1) B (2) C (3) A (4) D2. A Baggage service.3. room card; 10th ; This wayUnit 13 At the Cloakroom 在寄存处1. (1) D （2）B （3）E （4）C （5）A2. (1)A At the cloakroom (2) D A bellman3. Certainly; luggage check card; Is this everything; You are welcomeUnit 14 Introducing the Hotel Service 介绍酒店服务1. (1) C (2) D (3) A (4) B2. (1)（√）(2)（√）(3).（√）(4).（√）(5).（√）(6).（×）（×）3. (1) C (2) A (3) C (4) BUnit 15 Reception/Check in 接待、入住登记1. (1) A (2) C (3) A2. (1) a double ( 2 )1500（3）September 263. (1)The room number is on the card. (2) 600 RMB per night (3) 12Unit 16 Foreign Currency Exchange 外币兑换1. (1) C (2) A (3) C2. (1) A (2) A3. need; have; 25; check; exchange formUnit 17 Check out 结账退房1. (1) C (2) A (3) B2. (1) A (2) A3. (1) T (2) T(3) FUnit 18 Unit 18 Settling Guests’ Complaints Settling Guests’ Complaints 处理顾客投诉1. (1) A (2) A (3) A2. (1) (5) (6)3. (1)F (2)T(3) F Unit 19 Telephone Etiquette 电话礼仪1. (1) A(2) B (3) A 2. (1) He made a telephone to Manager.Liu. (2) Because the line is busy. 3. Hotel; speaking; Resources; Manager; callUnit 20Wake-Up Service 叫醒服务 1. Listen and tick. (1)B(2) B (3)B 2. (1)At 6: 00 in the morning.(2)Yes, she asked Mr. Smith to put on more clothes because of the low temperature. 3．first visit; sunrise; 10minutes; morning call service.Unit 21 Phone Transferring 转接电话服务1. A B C D F G2. (1) F (2) F (3) T (4) T3. Room812; Mr. Green;Victor KindUnit 22 Paging a Guest 传呼客人1. (1) A(2) B 2. (1)The guest wants to speak to John Smith.(2) The operator will connect him with the restaurant. 3. Alice Smith; 1.2 meters; black; gold;redUnit 23 International and Domestic Long- Distance Calls拨打国际国内长途(答案)1. (1) C(1) A2. (1) The guest asks how to dial outside calls.(2) 800 telephone is a collect call. So it is free. 3. (1) F (2) T (3) TUnit 24 Room Cleaning 清理房间1.(1) B ( 2) A ( 3) B2. clean your room; wait for a moment; make an online call; come back; carpet3. (1)She is working on her computer now.(2) Because it is too noisy.Unit 25 Turn-Down Service 做晚床服务1. (1) A (2) B (3) C2. (1) T (2) F (3) T3. turn-down service; your bed; reading lamp; warm and cozy; serve youUnit 26 Laundry Service 洗衣服务1.(1) C (2) A (3) A2.Mr. Smith Room 168 Before 9:00 a.m. wash in cold water3. (1) The laundry service(2) Before 9:00 a.m.Unit 27 Settling Gues Unit 27 Settling Guests’ Complaints ts’ Complaints 处理顾客投诉1. (1) A (2) B(3) A 2. fall asleep; change his room; near the street; too noisy; this afternoon; quiet 3. (1) He could not fall asleep last night. (2) He can change his room.Unit 28 Printing & Copying Service and Using the Internet打印、复印服务和使用网络1. (1) B (2) A (3) B2. Time （时间）（时间）Unit Price （单价）（单价）Total （总金额）（总金额） afternoon 1.5 yuan per page That comes to 75 yuan in all3.（1）Five copies for each. ( 2 ) Free of charge/Free.Unit 29 Sending & Receiving Faxes 发送、接收传真1. (1) C (2) B (3) B2. (1) F (2) F (3)T3. send a fax; 010-********; check; made a mistake; so much trouble.Unit 30 Booking and Tourism 预定和旅游1. (1) C (2) B (3) A2. What to do(做什么) Recommend todo(推荐做) Way to travel(旅游方式)visit around the cityplaces of interestI suggest you join in our bus tours.3. (1) He is a total stranger.(2) Half a day. Unit 31 At a Chinese Restaurant1. (1) A (2) B (3) A2. (1) F (2) F (3) T3. (1)At a restaurant. (2) (2) No, he didn’t. No, he didn’t.(3) A table. Unit 32 At a Western Restaurant 在西餐厅1. (1) B (2) A (3) A2. (1) F (2) T (3) F3. (1) Well done. (2) A glass of red wine. (3) No.Unit 33 At the Cafe 在咖啡厅1. (1) B (2) A (3) B2. (1) F (2) F (3) T3. (1) 3. (1) No, he doesn’t.No, he doesn’t. (2) Yes, it does. (3) By credit card.Unit 34 Shopping 购物1. (1) B (2) A(3) B 2.Price （价格）（价格） Postage （邮资）（邮资） Packing （包装费）（包装费）160 RMB40 RMBThere’s an extra charge of 10 Yuan forthe packing3. (1) Happy Goat. (2) 210 yuan in all.Unit 35 Recreation Center 娱乐中心1. (1) A (2) B (3) A2. (1) F (2) F (3)T3.Depth(深度)Temperature(温度)Open time(开放时间)one meter to 2.5 meters/1-2.5M 23 degree centigrade/23℃ Our swimming pool opens at 8 everymorning and closes at 11 everyevening.Unit 36 Beauty Salon 美容1.(1) C (2) A (3) B2. a facial treatment; lie on; your face; has been cleaned; relax3. (1) Four/Four steps.(2) Massage the scalp and neck.Unit 37 Hair Salon 美发1. (1) B (2) A (3) C2. (1) F (2) F (3) F3. a haircut and a perm; shoulder length; cut the sides; with big waves; heads turning.。
英语课后词汇和翻译答案
Unit oneText A1. Do you realize the __importance______（important）of study?2. Mr. Ma is a strict and __experienced_______（experience）teacher. 3. He is a very famous real estate _developer______（development）in Beijing.4. An _additional_______（add）charge is made for wine in the hotel.5. Being a responsible teacher, he would __certainly_______（certain）attend the meeting on the improving of the teaching methods6. We are determined that the exam-cheats will not escape _punishment__________（punish）.7. There were many internationally known _educators___________（educate）at the conference.8. We are not prepared for the teacher’s sudden __arrival____（arrive）for we didn't invite him.9. July 1, 1997 was a momentous________（moment）occasion in China.10. Upon the scholar’s arrival, the host gave him a warm ___reception______（receive1.我们可以通过读书来学习。
新视野商务英语考试题目及翻译
sSpeaking Test Preparation Pack for Business English I/IITime: Academic Week 13Instructions:1. Each student will in turn be given a written question to respond to an individual speech for 3 minutes. The interlocutor can explain and explore further the topics if necessary. The student will choose the questions by drawing lots. All the tests will be completed in the class within 90 minutes.2. Students are supposed to give as many factors or reasons as they could to support their ideas and arguments when preparing the following questions of the oral test.3. Focus: Organizing a larger unit of discourse; expressing and justifying opinions, developing topics, demonstrating abilities to develop business ideas.4. No prepared paper or materials can be brought in the classroom when the oral test takes place.Questions:(1) What can a company do in order to achieve the customer loyalty?为了获得消费者的忠诚度一个公司该怎么做。
Dealing with complaints from customers处理客户投诉
Dealing with complaints from customers处理客户投诉Mr. Peterson: Hello, can I speak to Mr. Ma, please?Miss Tang: Sorry, he is not in.May I take a message?Mr. Peterson: Well, is that Miss Tang speaking? This is Peterson from London.Miss Tang: Oh, hi, Mr. Peterson! How is everything going?Mr. Peterson: Not so well. Miss Tang, I think you know what happened to the goods we have ordered from you.Miss Tang: Yes, (we have received your fax filing a complaint with us.)Mr. Peterson: But I would like you to find a way to solve the problem.Miss Tang: (Before we delivered the goods, we had a very careful inspection. We got the inspection certificate here. Nothing was wrong.)Mr. Peterson: But how can you explain that 20% are outdated?Miss Tang: (We are trying to find out what caused the problem.) Mr. Ma has gone to the factory for the investigation.Mr. Peterson: But you know we are in a very awkward position in London. Our customers need the goods for distribution during Christmas.Miss Tang: (I hope you can take it easy. If the problem was caused by us, we’ll pay for your loss.)Mr. Peterson: I know your company very well, but you can imagine how bad we feel in London. Miss Tang: (You may take it from me that the last thing we want to do is to disappoint a customer, particularly an old customer like you.)Mr. Peterson: When will we hear something from Mr. Ma?Miss Tang: （Oh, in just a day or two, I think.）Mr. Peterson: Ok. I’ll be in Guangzhou the day after tomorrow. I want to tal k to him in person. Miss Tang: (Good. We’ll be expecting you. I sincerely hope that we will settle the matter to our mutual satisfaction.)Mr. Peterson: Me too. Well, see you then, Miss Tang.Miss Tang: Bye-bye.。
Dealing with complaints
Dealing with complaintsWhen the customer pays for a product or service, it is assumed that the product will work correctly or that the service received is as promised. Ideally, the customer will be satisfied, and there will be no complaints.If there is a problem and the customer complains about it, your company should quickly answer the complaint and solve the customer's problem. This is often done through your company's customer service activity. But also, you need to follow up and improve your business processes to rectify the problem.Solve the problemYou need to immediately answer the complaint and solve the problem. It may be to give money back, exchange a product or do some repair.Special bonusTo make sure the customer is completely satisfied, some companies will provide some special service or a reduced price on another product. This is done to assure the customer will come back for more business. Many retail stores have a generous return policy to satisfy dissatisfied customers.Dishonest customersUnfortunately, there are dishonest customers who will make false claims to get some bonus. Some people will use a product or piece of clothing and then return it, saying they weren't satisfied.High-end women's clothing stores often will have expensive gowns returned after some important event. The clothes have obviously been worn, but the customer says she is not satisfied or has changed her mind. Usually, the store will refund the money.Since it is often difficult to tell if the complaint is valid or not, the company will follow the adage, "The customer is always right." But since some dishonest people repeat their crimes, a better adage is, "The customer is always right... once."Price in customer serviceWhen a company sells a product or a provides a service, part of the pricing should include the cost of servicing a certain percentage of defective products or complaints.Rectify problemThe second thing a company should do upon receiving a complaint is to seek to rectify the problem.Although a company hopes not to get complaints, they often can be blessing in disguise. Sometimes problems can be caught and fixed before they cause serious negative feedback or even legal problems.It is in the company's best interest to solve any problems and try to make sure that they don't happen again. It is foolish for a company not to use customer complaints to initiate a corrective action.Quickly and properly solving customer complaints can help your business grow and prosper. Ignoring complaints or dealing with them in a dishonest manner can result in loss of business or even lawsuits.。
高中英语Unit 15 Destinations 单词复习人教版第二册(下)
Unit 15 Destinations 单词复习1. complaint n. /UC/.抱怨, 申诉,投诉; /C/ 抱怨的行为或语言或不满的事There is no reason for complaint. 不存在抱怨的理由。
Have you any complaints to make?你有什么可申诉的吗?Some students are full of complaints about their food. 一些学生抱怨他们的伙食不好。
complain vi. complain about/ of/ against sth./ doing sth.complain vt. complain + thatHe complained to the manager about the service.他向经理抱怨服务质量不好。
She complained to me of his rudeness. 她向我抱怨他的无礼。
He complained against me for that.他因那件事对我不满。
She complained that the exam was too hard. 她抱怨说考试太难了。
George complained that he was hungry. 乔治说他饿了。
2. fly (1)/CN/ 蝇，苍蝇Flies spreads diseases.苍蝇传播疾病。
Can you think of away to get of the flies? 你能想出方法除掉苍蝇吗?(2)Vi. 飞，飞行;乖飞机;飘扬，飞扬;飞驰，飞奔;逃走;飞快离开Vt. 驾驶飞机;空运;飞越;使飞,放fly the English Channel/ the Atlantic 飞越英吉利海峡/ 大西洋fly a kite 放风筝fly the artists/ goods to London 空运艺术家们/那批货到伦敦From there, he will fly to Paris. 他将从那里飞往巴黎。
英语作文客人投诉怎么办
英语作文客人投诉怎么办Dealing with Customer Complaints。
It is inevitable that businesses will receive customer complaints from time to time. As a business owner or employee, it is important to know how to handle these complaints in a professional and effective manner. In this essay, we will discuss the steps that can be taken to address customer complaints.The first step in dealing with a customer complaint isto listen carefully to what the customer is saying. It is important to let the customer express their concernswithout interruption, and to show empathy and understanding. This can help to defuse the situation and make the customer feel heard and valued.Once the customer has finished expressing their concerns, it is important to apologize for any inconvenience or dissatisfaction they may have experienced.This shows the customer that you take their concerns seriously and are committed to resolving the issue.After apologizing, it is time to gather more information about the complaint. This may involve asking the customer questions to clarify the issue, or reviewing any relevant records or documentation. It is important to be thorough in this process, as it will help to identify the root cause of the problem and prevent similar issues from occurring in the future.Once the problem has been identified, it is time to propose a solution to the customer. This may involve offering a refund, a replacement product or service, or some other form of compensation. It is important to be fair and reasonable in the proposed solution, and to ensure that it addresses the customer's concerns.After proposing a solution, it is important to follow up with the customer to ensure that they are satisfied with the outcome. This can help to build trust and loyalty with the customer, and can also provide valuable feedback forimproving the business in the future.In conclusion, dealing with customer complaints can be a challenging but important part of running a business. By listening carefully, apologizing, gathering information, proposing a solution, and following up, businesses can effectively address customer complaints and improve customer satisfaction.。
dealing with complain课件
如果我是前台 我会这样处理投诉
• 1. 倾听 listening • 2.做记录 taking notes • 3.道歉 apologizing • 4.提供解决方法 offering solutions
“道歉” 该怎么说呢？
Super junior 超级少年 用一首歌告诉你
Sorry 抱歉的 对不起
Noisy environment 环境 嘈杂
吵吵吵！ 还让不让 人活了！
Wrong bill 账单错误
Poor hotel facilities 宾馆设施差
• As a front desk, what should we do? • 作为前台 我们该怎么 做？？？
《 apologize 》路德· 范德鲁斯
• It's too late to apologize, it's too late 你说 的对不起已是太迟,真的太迟
• I do apologize to you. 我向您道歉。 I do apologize for the inconvenience. 给您带来不便，我向您道歉。 I do apologize on behalf of our hotel. 我代表酒店向您道歉。
Dealing with complaints
投诉处理
同学们 你们有过投诉的经历吗？
• • • • 1. 10086客服 2.银行客服 3.饭店用餐 4.315 消协
什么是客诉？
• 客诉： • 是顾客对产品和服务不满意的集中表 现。
Oh my god! 快点行不 行!! Slow service of check-in 入住登 记服务慢
I’m sorry to hear that . 很抱歉听到这样的消息。 I’m sorry to trouble you. 很抱歉打扰您。 I’m sorry to kept you waiting. 很抱歉让您久等。 I’m sorry to take so much of your time. 很抱歉占用您太多时间。
商务英语灵活应用unit15新
UNIT1商业谈判英语01 买卖过招第一回What is important when being interviewed for a job?(1) Information about the company(2) Personal appearanceIs personal appearance important? (Why/Why not?)How do you prepare for job-interviews?What is the most important factor when you accept a new job？02 你来我往价格战1.Is self-confidence essential? (Why/Why not?)2.How are you getting along with your colleagues/ classmates?3.Is it important for the candidate to ask questions at the interview?4.What is important when selecting staff for promotion?(1)A ttitude to work(2)C urrent performance03 把手言欢，契定条款定合约1.What fo you think of the idea of working at home?2.Tell me something about your konwledge of company structureand systems.3. What will you do to further develop yourself/ career?/ What isyour plan in five years?/ What would you like to be doing in five years’time?04 远方来客，带来订单谈代工1.What is important when selecting applicants for a job?Work ExperiencePersonal Qualities2．Is technology useful to you in your work/studies?3.Do you have targets in different stages of your life? Have youachieved them? How do you make progress in achieving them? 05 鱼与熊掌，利弊得失细斟酌1.Is it important to consider opportunities for further promotion?2. What is important when preparing for a job interview?Studying the job advertisementFinding out about the company3. What kind of advice would you give to a new colleague joiningyour company?06 技术转移，互惠互利是基础1.What is important when dealing with complaints from clients?2.What is important when deciding whether to attend aconference?(决定是否出席一场会议时应该考虑什么？)Choice of Venue (地点的选择)Appointed Speakers (指定的发言者)07 争取代理，行销业绩显实力1.What is important when looking for a new supplier?(1) Delivery times(2) Discounts2.How important is it to have a career structure for employees?3.What is important when setting prices for new products?(1) Production costs(2) Competitors’prices08 独家代理，条件谈判要周详1.What is important when dealing with complaints from clients?(1) Offering an apology(2) Suggesting a solution to the problem2.What do you think about people wearing uniforms at work?3.What is important when developing new products?(开发新产品的时候应该注意什么？)Marktet Research (搞市场调研)Costs involved (相关开销)09 代理合约，限期佣金要细谈1.How can you prove your ability of selling?2.How to make a perfect marketing plan?3.How to develop the market?10 运筹帷幄，创造条件掌乾坤1.What are the advantages of learning a foreign language with workcolleagues?2.Do you think foreign language skills will continue to be useful forbusiness in the future?3.Would you like to take part in teamwork for developing program?11 是进是退，拿捏分寸细思量1.What is important when aiming for promotion?(1) Quality of performance(2) Company loyalty2.Talking about company growth, what can we focus on?(1)T urnover(2)P roduction(3)F actories3.How to put a new into new markets?UNIT2 国际贸易英语01 PRICE 价格01-a 市场价格要定位（1）You are at the airport to meet your colleague, Mr. Smith, for the first time. How would you introduce yourself to him?（2）What problems do you think there could be when selling products in another country?01-b 竞争价格最重要（1）Your friend, Mr. Davis, comes to Yangzhou for the first time.He asks you which place he should visit first. Which placewould you recommend?（2）What is important when designing a brochure?Having clear informationUsing picturesGiving contact details01-c 谈判价格要互让(1)You win take a 7-day holiday next week, but you cannot takeyour pet dog with you. How would you ask your Mrs. Bell for help?(2)what is important when delegating work to others?Clear instructionsChoice of person for02 Inquiry 询价02-a 询问资料来了解（1）You are at a business meeting with your boss in his office. You suddenly get a stomachache, and you just can’t stand it. What would you say to your boss to ask for leave?（2）Do you think a company benefits from holding conferences for his employees?02-b 电话跟进求效率（1）Jack, a foreign friend of yours, comes to borrow a book from you. You don’t need the book but you will need it the day aftertomorrow. What would you say to him?（2）what is important when deciding whether to buy or rent office equipment?CostSpeed of technological change02-c 互惠条件显诚意（1）You are trying to finish the report assigned by your supervisor, but your colleague with whom you share theoffice is talking endless on the phone with a friend. Whatwould you say?（2）How important is location to success of a conference?03 Offer 报价03-a 还价立场要坚决（1）Mr. Smith, your boss, just found out you used the office phone to home once. He gives you a copy of the company policy and demands an explanation. What would you say to him?（2）How do you think students can benefit from seminars from a company?03b-还价立场要坚决(1) You’re doing some paperwork for your company, but yourcompany doesn’t work properly. Your friend, Mr. Smith happens to have a portable computer. How would you ask himto leng it to you for two weeks?(2) What is important when producing marketing plan?Identifying target customersSetting a budget03-c 价格变动定期限（1）What do you usually do in spare time?（2）what is important when promoting a new product?Cost of productAdvertisingFree samples04 Market 市场04-a精打细算忌冲动（1）You are driving Mr. Cave, your client, to the airport, and are often stopped by traffic lights. You try to assure Mr. Cave he won’t miss his flight as you’ve off very early. What would you say to him?（2）Can you think of any things a company could do to help a local college? Why?04-b 携手合作打市场（1）Your friend Tom, comes to China for the first time, and he is surprised to see so many bicycles in the city. How would you explain the phenomenon to him?（2）Would you prefer to have meetings face to face or through video conferencing?04-c时常低迷用策略（1）Linda, your friend, will hold a birthday party this Thursday, and you have already accepted her invitation. But your boss just told you must take a busyness trip abroad on Thursday. How could you explain this to Linda and make her understand why you are unable tomorrow（2）What areas of business would you like to have more experience of?05 sample 样品05-a 封存样品保品质（1）Your friend David, asks you to pick up his parents at the airport, since he has to travel to another city on business. How would you introduce yourself when you meet his parents at the airport?（2）How important do you think practical experience is for business student?05-b 样品种类要清楚（1）Your friend, Mr. Brown, is inviting you to a teahouse after work.However, you don’t feel very well, and you probably will go to see the doctor after work. What would you say?（2）Do you think modern technology has affected the amount of business travel in recent years?05-c 谈成相对谈买卖（1）What’s your favorite sport?（2）Do you think it’s better to send one person or a team of people on a sales trip?06 Quality 品质06-a 品质保证有制度（1）Suppose that you were late for work today. When you hurled into the office, your boss, David was waiting for you for some important documents. What would you say?（2）Would you like to take a group of student visitors on a tour of your company?06-b 品质分析要谨慎（1）Your friend, John, is a chain smoker. You know that smoking kills. How would you persuade to stop smoking?（2）What kinds of information about a company would not be suitable for a group of student visitors?06-c 品质优异或青睐（1）Your friend, Tom, and you are chatting with other people in a bar. It is very late and you feel very sleepy. However, you don’t want to leave him alone there since he is not familiarwith the place. How would you persuade him to go back with you（2）what is important when preparing to go away on a business trip?Informing colleagues and clientsDelegating essential tasks07 Payment 付款07-a 精打细算谈付款（1）Mr. Louis, from France, is thinking about importing some silk from your company. You are meeting with him for the second time in hope of an order. You know you should impress him more with promised quality and reasonable price. What would you say?（2）do you think magazines are a good way to keep staff informed? 07-b 分期付款好商量(1) It is two hours before you are due to off work, but you have toleave now because your mother suddenly falls ill. How would you ask for leave? Your boss is known for his harshness towards his employee(2) what is important when choosing an employee promotion?Length of serviceMotivationPerformance07-c 赊帐付款更划算（1）Your boss asks you to take a business trip to Suzhou and asks Xiaoyang, your colleague, to take a trip to Yangzhou, your hometown. You would to know whether you could exchange with Xiaoyang, as you would like to go home to see your mother who hasn’t been very well/ How would you put it to your boss?（2）What are the advantages to companies of inviting business students to visit their offices?08 Placing Orders 订货08-a 定单及时好商量（1）You are at a restaurant in London now. You want to have a meal.What do you want to say to the waiter?（2）What is important when meeting foreign clients for the first time?Foreign language skillsKnowledge of cultural difference08-b 灵活处理保定单(1)You are having a chat with Tony, one of your western colleagues,about your weekend plans and asking him if he is interested in joining you. What would you say?(2)What kind of support can companies give to area where they arelocated?08-c 长远合作最可贵（1）Mr. Adams is inviting you to a dinner at a famous restaurant.You know, however, you have to go to your good friend’s wedding. How do you respond to his invitation?（2）what is important when planning corporate hospitality?Guest listType of event09 Packing 包装09-a 包装条件算成本（1）You are introducing your company to your new colleague, Mr.David. You find that he has somehow misunderstood you.How would you rephrase your statement?（2）Do you think sales people should be allowed to take their families with them on foreign trips?09-b 包装变动要声明（1）You are in a bank, and you think the balance of your savings is not right. What would you say to the bank clerk?（2）What is important when writing a newspaper advertisement fora job vacancy?Description of the workExperience needed ba applicantsthe task09-c 再三叮嘱防出错（1）Your next door neighbor, Tom, often plays noisy music at night.You find it very disturbing and want to talk to him about it.What would you say?（2）What is important when buying products on the internet?Safe payment systemWide choices of productsQuick delivery10Insurance保险10-a 保险种类要清楚（1）You have something urgent to report to your boss, Mr. Davis.However, he is talking to some else in the office. What would you say?（2）Your boss, Mr.Davis, is telling you what to do while you are traveling to the State. You are not quite clear about what he is saying. Hoe would you ask for clarification?10-b 投保选择很关键（1）One of your colleagues is changing jobs. What would you say to him?（2）Apart from promotion, in what other ways might a companyincrease sales?10-c 承保范围细思量（1）What difficulties are you find with your English?（2）What is important when organizing job interviews?Time availableNumber of interviewsPreparing questions11Shipping 装船（1）Do you think the skills people learn in one company are always useful in another company?（2）What is important when considering a job in anther country?Length of contractFinancial advantages of the jobAvailability of language training11-b装运时间很关键（1）How important do you think it is to speak the language of the people you are selling to?（2）Do you think magazines for customers are a useful marketing tool?11-c 精打细算省运费（1）What special qualities do you think a good sales person needs? （2）what is important when designing a company website?type of information to includedifferent language versions12Claims 索赔12-a 索赔通知要及时(1) In what other ways could the company promote the brand?(2) What is important when aiming to increase staff productivity?Offering bonusesCreating a pleasant environment12-b 理智回应求补救（1）Do you think advertising always increase sales?（2）What makes an advertisement effective?12-c 承认失误平风波（1）Mr. Adams has caught a bad cold and has a fever, so you go to his flat and suggest him go to see doctor at once. What would you say to him?（2）what is important when trying to attact new staff?Competitive wagesCompany reputationUNIT3 接听电话商贸英语01 入门句型（1）（1）Y our friend has just had a baby. You go to the hospital to see her. What do you say?（2）W hat is important when considering a career change?Further study or trainingOpportunities for future promotion02 入门句型（2）（1）W hat would you like to live?（2）T he manufacturing company you work for wants to improve contacts with a local business college. Talk forabout two minutes about some of the ways the companycould help the college and decide which two are best.Pay college fees for some studentsProvide work experience for studentsGive regular presentations at collegeGive guided tours of the company03 留言（1）Y ou have just spilled some coffee on a foreigner in a coffee shop. What would you say to him or her?（2）T he company you work for is going to send one employee to an English-speaking country for one monthon a sales trip. Talk together for about two minutesabout three of the employees and which one would bebest.Time with companyForeign LanguagesSales ExperiencePersonal Qualities04 难以通话（1）Y ou have just been given a promotion at work. How would you thank your boss?(2)The company you work for has invited a group of business students to spend a day in company. Talk about some of the things the company could arrange for the students and decide which three would be most useful.Tour of administration officesVisit to IT departmentLunch with personal managerVisit to production departmentMeetings with individual employees05 打错电话（1）Y our foreign friend Alice would like you to travel to Shanghai together on the weekend, but you have an important meeting to attend on Saturday morning. What would you say to her?(2)The company you work for wants to launch an advertisingcampaign to increase the sales of brand of sports shoes. Talk about some of the ways to advertise the product.06海外电话（1）Your colleague, John, has borrowed a very expensive book from you and when he returned it, it was in very poor condition with some pages missing. What would you say to him?(3)What problems do you think there could be when saling productsin another country?07长途电话（1）Y our colleague, Mr. Cook, is an American who has an eight-year-old child in America. One day he is very happy and shows you a picture of his little daughter. What would you say?(2) Do you think advertising always increase sales?08 问候和邀请(1)In a library reading room, most of the people are reading quietly; but a couple of girls keep talking and laughing among themselves. How would you express your annoyance?(2)What special qualities do you think a good sales person needs?09 深夜电话(1)You are about to leave home in hurry to catch a train, when oneof your former classmates calls from another city, what would you say to him or her?(2)Do you think there are advantages to a company in havingcontacts with a local college?10 致歉的电话（1）Y ou will take a 7-day holiday next week, but you cannot take your pet dog with you. How would you ask your friend for help? (2) You company is organizing a conference for sales managers working in its offices around the world.You have been asked to help plan the conference, discuss the situation and decide:What information you will need to send to sales managers before the conference.What activities you could organize to help people to get to know each other better.11 取消定位(1)How do you practice your oral English?(2)Your company has been asked to deliver a series of one-dayseminars to a group of business students to help them prepare for working in a large company. You have been asked to help with planning the seminars, discuss the situation and decide:What kinds of information it would be useful to know about the students?What the most useful topics would be.12要求饭店服务(1) What kind of weather do you like?(2) Your company is planning to introduce an internal magazine to keep staff informed of company developments. You have been asked to help plan the staff magazine.What type of information to include in the magazine?What type of staff should contribute to magazine?13叫出租车(1) You go to see Sam, your colleague, in hospital. He asks if it is too much for you to take over his work in the office. What would you say?(2)The company you work for is concerned about the amount of time staff spend traveling to meetings in other braches of the company, and is looking at the alternatives.You have been asked to make recommendations about introducing video conferencing.What the company needs to know about the meetings that take places at present.What the advantages and disadvantages of video conferencing might be.14. 预约（1）(1)Do you like your present job? Why or why not?(2)Your company is entertaining a group of foreign clients for threedays, including one non-working day.You have been asked to plan a programme for the visit.What kids of activities would be suitable for the visit?What kinds of activities it would be useful to know about the clients before finalizing the programme?15 预约（2）（1）You are having a chat with Tony, one of your Western colleagues, about your weekend plans and asking him if he is interested in joining you. What would you say?(3)Your company is sending a small group of employees awaytogether for three days to encourage them to work as a team. You have been asked to help plan this programme.What practical arrangements the company needs to make before the trip?Which work and leisure activities would be suitable for group?How to evaluate the success of the trip?16 投诉（1）Do you like traditional Chinese operas? Why or why not? （2）Y our company is planning to offer 30 hours of English language training to employees. You have been asked to help with the planning and organization of the training.How to encourage employees to take part in the training?What kind of schedule would be suitable for the training?17处理紧急事故(1)You are in an interview for a position of interpreter in aninternational company. How would you impress the interviewers?(2)The manufacturing company you work for has decided to offer atwo-week experience programme for a small group of students from a local college. You have been asked to help with preparations for this programme.What kinds of work experience the company might offer?How the participants should be selected.UNIT4 国际商务礼仪01 迎接买家的准备(1) Describe a boss who has greatly influenced you in your vocation?(2) Do you think businessman have enough time to relax themselves? And why?02 初次会见一个有潜力的客户（1）Do you think businessman have enough time to relax themselves? And why?（2）What qualities are required of a good businessman?03 正式的见面介绍和礼仪(1) Is there anything you don’t like about your work?(2) What are some of your responsbilitites? I mean, what does yourjob invovle?04 宴请客户（1）Deligating work to others, which is more important?Clear in organizationChoose of person fro the task（2）Operating in competitive market, which is more important?Product priceAdvertising05 会议筹备（1）Choosing a personal assistant, which is more important?Job needed skillsPersonal quality（2）Deciding to sell product on internet, which is more important?Security for customerDescribing system06 商业午餐（1）Choosing a place to hold a training, which is more important?Equipment availableLocation（2）Choosing a business qualification to take, which is more important?Length of courseCost07 打高尔夫（1）Dealing with customer’s inquiry, which is more important?Product knowledgePoliteness（2）Maintaining stock levels, which is more important?Accurate recordsEfficient storage system08 在家宴客（1）Setting up a production plant in another country, which is more important?CostLabor supply（2）Trying to attract new staff, which is more important?Company reputationCompetitive wages09 取消会议（1）Preparing for a negotiation with a customer, which is more important?Getting a accurate information in activeChoosing where to meet（2）Selecting staff for sales dept, which is more important?Communicate skillsAppearance10 提出辞呈（1）Deciding whether to increase price, which is more important?Strength of brandMarket condition（2）Charging a meeting, which is more important?PreparationKeeping the time11 祝贺初为人父（1）Selecting employee for further training, which is more important?Contribute to the companyPrecious training（2）Setting a budget for setting a new product, which is more important?Predicted salesQuality of product12 带领新进下属（1）Preparing for a negotiation with a customer, which is more important?Getting a accurate information in activeChoosing where to meet（2）Selecting staff for sales dept, which is more important?Communicate skillsAppearanceUNIT 5 参加国际商展01 飞机上攀谈The clothing retailer you work for is considering whether to sell their product by mail（1）What advantage for the company would be ？（2）What company need to consider before setting up?02 住进旅馆Your company is organizing a conference for the sales mangers working in its office around the world（1）What information you will need to send the sales manager before the conference？（2）What activities you could organize to help people to get know each other better?03 在展览会场找自己的摊位You company is planning to introduce an internal magazine to keep staff informed of company developments(1)What type of information to include in the magazine?(2)Which types of staff should contribute to the magazine?04 开幕酒会You work for a group of sport and leisure clubs which opened two years ago. The business is growing more slowly than expected （1）what the reasons for the slow growth might be?（2） How the clubs might be marketed?05 寻求帮助Your company allow a group of students to visit your company , you are asked to prepare one-day visit.(1)What types of activities would be most suitable?(2)What types of staff the students should be talked to?06 招呼上门的客户The retail company is planning to open a new branch.(1)What the company should consider when choosing a site?(2)Where it would be best to advertise the opening of the new store?07 造访竞争对手Your company want to reduce business trip aboard（1）How the total number of business trips might be reduced? （2）How the cost of some trips might be reduced?08 小餐部用餐Companies admit some employees work at home instead work in the office?(1)why staff might prefer working in this way?(2) What the advantage for the company might be?09 旅馆中做生意What is important when delegating work to others?* Clear instructions* Choice of person for the task10 研讨会后各抒己见What is important when designing a company website?* Type of information to include* Different language versions11 推销试用订单What is important when Planning corporate hospitality * Guest list* Type of event12 亲自拜访有潜力的买家What is important when writing a newspaper advertisement fora job vacancy* Description of the work* Experience needed by applicants。
如何处理投诉（Howtodealwithcomplaints）
如何处理投诉（How to deal with complaints）How to deal with complaints.TxtAfter-sale serviceOne: after-sales personnel should have the conditionsAfter sales service is a highly integrated skills requirements of the work, by the after-sales service personnel requirements are also very high, must have the following conditions:1, in line with at least five years working experience, the best is engaged in technical work or sales work has several years of experience, know the market situation, understand the needs of customers, but also understand some business operation and service channels.2, more personal accomplishment, have a high level of knowledge, such as bachelor degree or above, familiar with the product knowledge, and have the use of sales of machinery, equipment, equipment knowledge.3, good communication skills, good presentation skill, polite people, know where and when facing the circumstances suitable for expression in what language, know how to deal with the relationship, or processing experience, has certain personality power, a good first impression to the customer trust.4, flexible mind, on-site adaptability, good to the scene to solve the problem immediately using the site conditions.5, appearance and elegant, decent behavior, a corporate image ambassador and spokesperson demeanor, does not have to be handsome, beautiful, but at least to the audience, not played a crooked nose twisted mouth oblique clothing, at his beard, detrimental to the corporate image.6, work attitude is good, enthusiastic, proactive, timely service for customers, regardless of personal gains and losses, dedication.Two. Procedures for handling customer complaints and complaints:1, establish the customer complaint form (or complaint registration form) and other forms.Receiving customer complaints or complaints information recorded on the table, such as company name, address, telephone number, and causes; and timely transfer to the customer service staff will form the hands of people who want to record the signature confirmation, such as office clerk, clerk or clerk.2, customer service service personnel after receiving information that is located in face-to-face communication by telephone, fax or by the customer, a detailed understanding of complaints or complaints, such as computer name, specifications, production date, batch number, when used, problem situation, has the brand, in the use of the brand before the situation recently, the situation of how to use.3, analyze the information of these problems, and explain and explain to customers, and communicate with customers.4, the handling of the situation to the leadership of the report, the service staff to propose their own opinions, apply for leadership approval, timely response to customers.5, after the customer confirms the processing scheme, sign the processing protocol.6, the agreement back to the relevant departments of enterprises to implement, if the need to compensate for oil, notify the warehouse pipe shipment, if you need to send small gifts, inform the market management personnel issue.7, tracking the implementation of the results, until the customer reply satisfactory.Three, handling customer complaints and complaints methods:1, confirm the problemListen carefully and patiently to the complainant, listen and record, judge the cause of the problem in the statement, and seize the key factors.The whole process to understand the complaints of the problem, can not hear clearly, should be asked in detail about the tone of euphemism, don't use offensive words, such as "please speak with a" or "please wait, I have not clear......"Repeat what you know to the client once, and let the client confirm it.When you understand the problem, ask the client's opinion, such as what they think is appropriate. What are your requirements?.2. Analysis problemsIn the case of not sure, the scene should not draw conclusions, to judge, do not light commitment.It is better to consult with peers, or to report to the leaders of enterprises, and to analyze the problems together.To what extent is the seriousness of the problem?To what extent do you have problems? Is it necessary to go to other places for further understanding? If you listen to the agent's statement, should you go to the specific user, such as the car repair shop to know about it?.If the customer asked questions unreasonable, or no factual basis, how to make customers understand this point?When a problem is solved, what other requirements do the complainants have in addition to the financial compensation? For example, some chambers of Commerce offer promotions, opening shop help and so on.3. Consultation with each otherAfter consultation with the peer service staff or with the leaders of the company, after obtaining a clear opinion, the service personnel at the scene are responsible for negotiation and negotiation with the customer, and the following issues should be considered before negotiation.A: is there a long-term trading relationship between a company and a complaint?B: when you try to solve the problem, do the customers have the hope of re purchasing?C: the outcome of the dispute, the impact may be caused by goodwill and non bona fide oral how? (word of mouth).D: what is the customer's requirement? Is it unreasonable or overly demanding?E: is there any negligence in the company? What is the degree of negligence?As the company views the agent to decide to give complaints provide some compensation, we must consider the above conditions, if the company is caused by negligence, the victim compensation should be more lucrative, if the customer is not reasonable; and the day after you can no longer have business dealings, and clearly say to each other: "NO"When negotiating with customers, we should also pay attention to the expression of words, express clearly and clearly, listen to the opinions of customers and observe the reaction as muchas possible, grasp the main points and properly solve them.4, deal with and implement the treatment planWith the conclusion, then make appropriate disposal, the conclusion report of the company leadership and with the consent of leadership, to clearly inform customers and follow up results in the future work, related to the company's internal processing scheme with other departments, to the relevant information will be communicated to the executive department as promised, the customer compensation of oil, to inform the warehouse and shipping department, such as customer requirements of oil special packaging or additional other identification marks, shall notify the relevant departments of the relevant departments of production, whether the implementation of these programs, the post-sale service must supervise and track, until the customer satisfaction reflects.Four, 71 points to deal with customer complaints and complaints:1, patience a little moreIn fact, to patiently listen to customer complaints, don't interrupt the customer account, customers also don't criticize shortcomings, but to encourage customers to continue to let them enjoy acting to vent their dissatisfaction, while patiently listening to the customer complain and talk, when they get out of the meeting, you can compared with natural listen service personnel to explain and apologize.2, a good attitudeCustomer complaint is showing customers products and services to the enterprise is not satisfied, psychologically, they will feel wronged so he enterprise, if in the process is not friendly, will make their psychological feelings and emotions are very poor, and the relationship between the customer will deteriorate if the service attitude of the staff sincere, polite and enthusiastic, will reduce the customer against melting mood. As the saying goes: "angry people do not smile people", the attitude of humble and friendly, will encourage customers to understand the mood, rational and service personnel to negotiate to solve the problem.3, move fasterThe handling of complaints and complaints of the quick action, will let the customer feel respect and sincerity to solve the problem that enterprises can timely prevent pollution, three negative customers more harm to enterprises, four loss can be honest to a minimum, such as parking fees, parking fees, generally receive customer complaints or complaints information to the customer telephone or fax to understand the specific content, and good treatment scheme of negotiation in the enterprise, the best day to reply.4, a little more appropriate languageCustomer dissatisfaction may vent their dissatisfaction with the verbal excesses in the verbal statement, if the service personnel and the tit for tat, is bound to worsen relations witheach other in explaining the problems in the process, the wording is very careful, to be decent, a perfectly logical and reasonable, don't say "how do you use is not?" "Do you know the basic skills?"" And so on, wounding the language ofself-esteem,Try to use tactful language to communicate with customers, even if the customer is not reasonable, do not be too impulsive, otherwise, will only make customers disappointed and soon leave.5, more compensationCustomer complaints or complaints, largely because they use the enterprise products, their interests, so that customers hold or after complaints, often hope to get compensation, the compensation may be material such as replacement products, returns, or gift of oil use, may also be the spirit, such as apology so, in compensation, companies that have the invoice compensation to locate customers, should try to compensate more, sometimes is the material and spiritual compensation compensation at the same time, a little more (of course, it was prescribed by the company), the customer get a bonus, they will understand the sincerity and confidence in the business enterprise reedify..6, a higher levelCustomer complaints and complaints after the hope that their own and problems are taken seriously, often dealing with these problems of the level of personnel will affect the customer'sexpectations, solve the problem of emotion. If high-level leaders can personally deal with the customer or personally give the phone condolences, will resolve many customers' grievances and dissatisfaction, easier to cooperate with the service staff to deal with problems. Therefore, the handling of complaints and complaints, if conditions permit, as far as possible to improve the level of service personnel to deal with problems, such as the enterprise to the leadership (or service personnel serving as a department head) or hire celebrities to help.7, a little moreHandle customer complaints and many companies complain that the result, is to give them sympathy, apology or compensation of oil, a small gifts and so on, in fact, there are many kinds of ways to solve the problem, in addition to the means, can invite customers to visit successful business or without the problem of customers, or invite them to participate in internal discussions, or give them rewards etc..Five: six steps to appease customer dissatisfaction1, let customers vent.You know, a customer's anger is like an inflated balloon, and when you give vent to your customer, he's not angry. After all, the client's intention was to express his feelings and solve his problems.When customers vent, the best way is: remain silent, listencarefully. Of course, don't let customers think you're trying to deal with him. Keep emotional communication. Listen to the customers carefully and make clear the problems that customers encounter.2, fully apologize, let the customer know that you have understood his problem.Apologizing doesn't mean you've done anything wrong. Customer's right and wrong is not important, the important thing is how we solve the problem and not let him spread. We don't spend a lot of time, like some companies, figuring out who's right and who's wrong, and it's not good for ourselves or for people. When the computer is not for the sake of Hengsheng a little on the wrong question, lost the mainland market?Say to the customer, you have understood his problem, and ask him to confirm whether it is correct. You should be good at bringing customers' complaints together.3. Collect accident information.Customers sometimes omit important information because they don't think it's important, or they just forget to tell you. Of course, there are also some customers who know that they are also wrong and deliberately conceal. Your task is to understand the actual situation at that time.You have to figure out what the customer wants If the customer says to you: your product is not good, I want to exchange goods. Do you know what he thinks? Can not. You need to know what thecustomer's judgment is about quality and how he uses it. What kind of product does he want to change?.How do doctors treat patients when you go to the doctor? They'll ask you a lot of questions. Is it that they don't understand medical skills? No, because they know that if something is missing, they may not be able to prescribe.Do you want to see your doctor the fastest, or does his patient thumb his thumb?You have to do it:Know what kind of question to ask.Ask enough questions.Listen and answer.4, put forward solutions.The solution to the customer's problem is our root. Think about how the restaurant owner did it when you waited in the hotel for a long time Maybe I'll give you a dish or a free drink, right? As a company, there are more choices, for example:Discount.Free gifts, including gifts, goods or others.Reputation. Thank you for your comments.The friendship. Giving customers care in the name of individuals.5. Asking customers' opinions.Sometimes the idea of a customer is much less than the company's imagination. You'd better ask the customer for advice after you've offered the solution. If the customer's request is acceptable, the best way is to do it quickly and happily.We all need to remember that the cost of developing a new customer is five times the cost of maintaining an old customer!"When all complaints occur, the key to the solution is to deal with it cleanly, thoroughly, and satisfactorily."6, tracking service.Whether the treatment after the completion of the Everything will be fine.? No, the five steps have been done to show that you are an excellent company, and if you continue to follow the customer, your company is an outstanding company.Don't heartache money, give customers a phone or fax, of course, personally go better. See where the customer is dissatisfied with the solution. Do you need to change the program?.Six: skills or principles in the process of dealing with customer complaintsPrinciple 1: don't judge the client artificially.The client trusts you and feels like you can ask him for help.Principle two: transposition thinking, standing in the position of customers to see the problem.If you can't sleep at night, do you hate yourself? You would say that the bed is bad, or the environment is too noisy or something else. Your customers are the same, you're just their vent, not you offend them.Principle three: adhere to the following interests principle: let the company make money, do not earn, do not pay, less compensate for earning.。
《高优指导》高三英语(重庆大学)一轮复习(课件+考点规范练)：必修5Unit 3 Project Hope
1.含 drop 的短语 drop by 顺便拜访 drop in at a place 参观某地
drop down 落下 drop out(of)退出; 辍学 drop sb.a line 给 某人写信
e up 用完,耗尽
课前预习
-7-
Ⅱ.短语应用中记忆,归纳中巩固 Custom makes all things easy.
a determined person. 3.The new hospital will be a great benefit (好处)to the town. 4.Until recently,this remote (遥远 的)tribe had little contact with the outside
重点单词
核心短语
核心句式
核心考点
12
-11-
重点单词
核心短语
核心句式
核心考点
12
-12-
2.demand vi./vt.强烈要求,请求 n.要求,需求 领悟高考·究考法 翻译句子 (1)Demand for the coin is bound to break records.(2013福建,阅读 理解) 对于硬币的要求注定会打破纪录。 (2)It has a built-in electric motor which can open or close the umbrella on demand.(2013山东,阅读理解) 它有一个内置电机,可以按照需求打开或者合上这把伞。
develop v.发展
artificial 人造的;假的
课前预习
-4-
Ⅰ.单词语境中记忆,训练中积累 Practice makes perfect.
处理顾客投诉英语作文
处理顾客投诉英语作文Dealing with Customer Complaints。
In the world of business, customer complaints are inevitable. No matter how well a company operates, there will always be instances where a customer is dissatisfied with a product or service. As a result, it is crucial for businesses to have a clear and effective process for handling customer complaints.When a customer makes a complaint, it is important for the business to respond promptly and professionally. This can help to prevent the situation from escalating and can also demonstrate to the customer that their concerns are being taken seriously. In some cases, a simple apology and explanation may be all that is needed to resolve the issue. However, in more serious cases, it may be necessary tooffer a refund, replacement, or some other form of compensation.One of the key aspects of handling customer complaints is to ensure that the process is fair and transparent. Customers should feel that their concerns are beinglistened to and that they are being treated with respect. This can help to build trust and loyalty with the customer, even if the initial complaint was not resolved to their satisfaction.In addition to resolving the immediate issue, it is also important for businesses to learn from customer complaints and use them as an opportunity for improvement. By analyzing the root causes of complaints and identifying any patterns or trends, businesses can make changes to prevent similar issues from arising in the future. This can help to improve overall customer satisfaction and can also lead to a more efficient and effective operation.Furthermore, businesses should also consider the way in which customer complaints are handled as a reflection of their brand and reputation. A business that handles complaints in a professional and respectful manner islikely to be viewed more favorably by both existing andpotential customers. On the other hand, a business that is dismissive or unresponsive to customer complaints may find that their reputation suffers as a result.In conclusion, handling customer complaints is an essential part of running a successful business. By responding promptly and professionally, being fair and transparent, learning from complaints, and considering the impact on their brand and reputation, businesses can turn customer complaints into opportunities for improvement and growth.。
处理客户投诉的英语范文
处理客户投诉的英语范文Dealing with Customer Complaints: A Guide to Resolving Issues and Improving Customer Satisfaction.Handling customer complaints is a crucial part of any business, as it presents an opportunity to address issues, resolve conflicts, and improve customer satisfaction. Dealing with complaints effectively can not only retain existing customers but also enhance the reputation of a business. This article provides a comprehensive guide to handling customer complaints, covering key steps, strategies, and best practices.Understanding the Importance of Customer Complaints.Customer complaints are a valuable source of feedback that can help businesses identify areas of improvement. When handled correctly, complaints can lead to positive changes that enhance customer experience and loyalty. Complaints also provide an opportunity to turn dissatisfiedcustomers into loyal brand ambassadors.The Process of Handling Customer Complaints.1. Listening and Acknowledging the Complaint.The first step in handling a customer complaint is to actively listen and acknowledge the issue. It's essential to show empathy and understanding, and to avoidinterrupting or defending the business's position. Acknowledging the complaint validates the customer's feelings and establishes trust.2. Gathering Information.After acknowledging the complaint, it's important to gather all relevant information. This includes details about the issue, the customer's expectations, and any previous interactions they may have had with the business. Gathering information helps to ensure that the complaint is understood and can be addressed appropriately.3. Investigating the Issue.Once the information is gathered, it's time to investigate the issue. This may involve speaking with other team members, checking records, or conducting research. The goal is to understand the root cause of the complaint and identify a solution.4. Providing a Solution.Once the issue has been investigated, it's time to provide a solution. The solution should be tailored to the specific complaint and aimed at addressing the customer's concerns. It's important to communicate clearly and offer options if possible. It's also crucial to set realistic expectations and provide a clear timeline for resolution.5. Apologizing and Compensating.If the business is at fault, it's important to apologize sincerely and offer compensation where appropriate. Compensation can take various forms, such asdiscounts, refunds, or additional services. Apologizing and compensating helps to repair the relationship and improve customer satisfaction.6. Following Up.After resolving the complaint, it's essential to follow up with the customer to ensure satisfaction. This can be done via phone, email, or social media. Following up allows businesses to address any remaining concerns and ensures that the customer feels valued and heard.Best Practices for Handling Customer Complaints.1. Train Employees.Employees play a crucial role in handling customer complaints. It's important to provide them with comprehensive training on how to handle complaints effectively. Training should cover listening skills, empathy, problem-solving, and conflict resolution.2. Have a Clear Complaint Handling Process.Having a clear and consistent complaint handling process ensures that complaints are addressed promptly and fairly. The process should be well-documented and communicated to all employees.3. Respond Quickly.Customers appreciate a quick response to their complaints. It's important to prioritize complaints and aim to respond within a reasonable timeframe. Prompt responses demonstrate that the business values the customer's time and concerns.4. Be Transparent.Transparency is crucial when handling customer complaints. Customers want to know the facts and understand the steps being taken to resolve their issues. Providing regular updates and communicating clearly helps to build trust and maintain customer loyalty.5. Learn and Improve.Each complaint is an opportunity for improvement. It's important to analyze complaints and identify trends or patterns that may indicate systemic issues. Learning from complaints can help businesses identify areas for improvement and make positive changes that enhance customer satisfaction.In conclusion, handling customer complaints effectively is crucial for business success. By following a clear process, providing prompt and transparent responses, and learning from each complaint, businesses can turn dissatisfied customers into loyal brand ambassadors. By investing in employee training and creating a culture of continuous improvement, businesses can ensure that customer complaints are addressed promptly, fairly, and to the highest standards.。
中国民航管制员ICAO英语考试OPI完整版16套
中国民航管制员ICAO英语考试OPI完整版16套OPI 11. How long have you been working as an air traffic controller? 你作为一名管制员工作多长时间了？I have working as an air traffic controller about fourteen years, I am a Tower controller with this unit. 2. Are you proud of yourself as a controller? Why? 你作为一名管制员感到自豪吗？为什么？Yes, I am proud. Because I think our work is an honorable work, we make sure the safety of the people`s life and the property. 3. Could you give a general introduction of the area/or airspace under your control? 你能对你指挥下的区域或空间做一个简单的介绍吗？I`m a tower controller, in my control area,there are three corridors, one is from BeiJing, two is from ShangHai, three is from Haerbin.Let’s talk about missed approach4. Have you ever controlled a flight which made a missed approach? 你曾经指挥过做复飞的飞机吗？Yes,I have controlled，a flight not land on the runway and madea missed approach due the runway occupied by unknown vehicle.5. What reasons do you think may cause a missed approach? 你认为什么原因能导致一起复飞？For example:poor visibility,too close to preceding aircraft,strong cross wind,runway occupied by unknown vehicle or aircraft,landing gear problem. 6. What help do you think the pilots may need when executing missed approach? 当执行复飞时，你觉得飞行员都需要什么帮助？Control the aircraft climb to the safety altitude and the other aircraft on the runway not departure,control the aircraft againapproach or other situation according to pilot decision.7. Do you think the standard procedures for missed approach can provide convenience both for the pilots and controllers? 你觉得标准的复飞程序能提供给飞行员和管制员什么便利？Yes,the standard procedures for missed approach can make the pilots and controllers know what situation should missed approach and convenience controllers and pilots operation.8. How could a missed approach influence ATC work? 复飞如何影响空管工作？Missed aproach can make the ATC work more business than normal situation and influence other aircraft landing and departure.9. Do you think it is necessary to make a missed approach for flight safety under certain situations? 你认为在某个已确定位置复飞对飞行安全是必要的吗？Yes,I think it is necessary.Because if low the certain situation make a missed approach may cause this aircraft dangerous. The following questions are about airmiss10. Have you ever experienced airmiss in your work? If yes, please share the story with me; if no, have you heard any of that? 你曾经在你工作中见过空中危险接近吗？如果见过，请和我分享这个故事，如果没有，说一说你所听到的？No.I am not experience,but I have heared.The air force aircraft near the same altitude passenger aircraft low the minimum safey separation and cause the passenger aircraft change level and heading to avoid. 11. What reasons may cause an airmiss? 什么原因导致空中危险接近？Controller instruction mistake,pilot operation mistake,unknown traffic approach the aircraft,instrument problem cause emergency descend and other reasons. 12. What are some of the separation limitsin your control unit? 在你的管制单位里，间隔限制都有什么？1Radar control : the same level 40 kilometers ,same direction cross 15 kilometers,opposite direction cross 40 kilometres. Procedure control is 10 minutes.13. If the separation limits between two aircraft is going to be exceeded, what will you do? 如果两架飞机小于间隔，你将怎么做？I should change heading, change altitude, make orbit or other method to again established the minimum safe separation. 14. What do you think are some of the consequences of an airmiss? 你认为危险接近的后果有哪些？An airmiss may cause this two aircrafts separation low the minimum safety separation and cause aircraft TCAS alert or collision with other aircraft on air and it may increase controllers working pressure. 15. Can you suggest some good ways to avoid or prevent airmiss effectively? 你能建议一些好办法去避免或阻止危险接近的发生吗？Controllers instruction must be carefully,correct and observe other flights and unknown traffic fly direction by radar. Pilot should repeat and operation correct. OPI 21. Which ATC unit do you work in? 你在那个空管部门工作？I am a Tower controller, I`m work at ShenYang Tower.2. What’ your position now and what’s the main responsibility of your position? 现在你在什么岗位？你的岗位最重要的职责是什么？I am a instructor and I help the new controller progress.3. Have you ever received some training related to air traffic control recently? Could you say something about that? 最近你们经常受到和空管有关系的一些培训是什么？你能谈谈吗？Yes, I have. I have received the radar simulation training. Let’s talk about abnormalsituations4. What kind of abnormal situations have you ever experienced in the past? 过去，什么类型的不正常情况是你经历过的？Radar failure,communication failure,TCAS and instrument failure,engine failure,bird strike cause windshield problem,pressurization failure and decompression.5. According to your understanding, what are the main principles when dealing with abnormal situations? 就你的理解，当不正常情况发生时，什么是最主要的准则？I think we must keep calm when talk with pilot through the transmitter,make sure unstand the nature of emergency and pilot intention,maintain safety separation,give pilot sufficient time and maximunm support to work on their problem.6. What personality should an air traffic controller have when dealing with abnormal or emergency situations? 当不正常情况或紧急情况发生时，作为一名空管员应具备什么样的品质？An air traffic controller should talk with pilot keep calm,support message and information to pilot and have a cool head when dealing with emergency situation.7. Do you have standard procedures for abnormal or emergency situations in your control unit? Could you please give an example? 在你的管制部门，有标准程序应对不正常或紧急事件吗？你能给举个例子吗？Yes,we have.When radar failure we should advise aircraft radar failure and resume procedure control,establish procedure separation;report to radar maintance man and leader;advise other control units radar failure and make the aircraft wait in their area according to radar failure procedure.8. Have you ever had trouble in communicating with foreignpilots when dealing with abnormal situations? If yes, how did you overcome the trouble to ensure flight safety?当不正常情况发生时，你感觉和国外机组通话有难度吗？如果是，你怎样战胜困难来确保飞行安全？Yes,I think have , we do not fully understand foreign pilots means when they encounter emergency situation because they speak so fast and not use standard communication sometimes.We should use standard communication and frequently study2English,listening foreign radio and watching foreign film improve my English ability.9. Assume the flight crew report that one passenger onboard hada heart attack, how do you handle the situation when youare on duty?当你值班的时候，机组报告一位乘客的心脏病发作了，你应该如何处理？I should according to pilot intention control this flight priority landing or alternative to the nearest airport ,coordinate airforce make this flight direct to landing airport to save time,control other flight avoid and call ambulance wait at landing airport. Now, let’s change to the topic related to flow control 10. What reasons may cause flow control? 什么原因能导致流控？Bad weather for landing airport,airforce traffic,expect so many flights into the area in the future time.11. Do you think it is necessary to impose flow control? 你认为利用流控的原因是什么？Yes,I think it is necessary.The flow control can reduce the controllers pressure,reduce the route congestion and more safety than no flow control.12. What consequences does flow control bring to controllers, airline companies, pilots and passengers respectively? 流控给空管，航空公司，机组和旅客带来的后果分别是什么？Flow control can reduce the controllers pressure;increase airline companies cost when waiting for long time at the airport;increase pilots fly time even over the company rule time;increase passengers waiting time even not catch up with the next flight.13. Who is responsible for making a decision to control traffic flow? 谁负责做出一个决定来控制交通流量?The control unit director responsible for decision to control traffic floe according to the traffic flow expecting system and report leader whether approved issue the control traffic flow.14. What factors should be taken into consideration when makinga decision to control traffic flow? 当做了一个管制流控决定时，什么因素将被考虑？The control traffic flow time not so long and the distance not so large otherwise cause many flights delay much time;the important flights are not restriction.15. After a long delay on the ground because of flow control, pilots are likely to be anxious, how do you deal with their complaints and quarrels on your frequency?由于流控在地面被延误很长时间后，机长很焦急，你如何在你的波道里化解他们的抱怨和争吵？I should keep my head and not quarrel with pilots on my frequency, I should tell pilots the flow control reason,flow control information , waiting sequence and estimated departure time.OPI 31. Do you often communicate with foreign pilots in English? If yes, do you have any problems in radiotelephony communication?你经常与外国飞行员用英语通讯吗？如果是的，你在用无线电通讯中有什么问题吗？Yes, I often use English in my work. If they speak so fast and I am not full understand what they say.2. Do you think it is necessary to speak English in radiotelephony communication with Chinese pilots? Why? 你认为与中国飞行员在无线电通讯中讲英语是必须的吗？为什么？No, I don`t think it is necessary. Because it may cause misunderstand.3. Do you think speaking English may cause more communication misunderstanding? Why? 你认为讲英语可能引起更多的通讯误会吗？Yes, I think so. Because English is not our mother tongue.3Now, let’s talk something about runway incursions.4. The runway is a critical area for flight safety; do you know anything about runway incursions? 对于飞行安全，跑道是一个关键区域，你知道任何关于跑道入侵的事情吗？The aircraft and vehicle enter the runway are not clearance by controllers;the aircraft or vehicle cross the wait position of runway;the aircraft or vehicle cross yhe landing or departure aircraft.5. What could cause a runway incursion? 什么能够引起跑道入侵？The pilot and driver are not listen the controllers instruction;radio communication;forget the aircraft,vehicle or person on the runway;working condition.6. What consequences may a runway incursion bring? 跑道入侵可能带来什么样的后果？Runway incursion may cause the aircraft collision with other departure or landing aircraft and vehicle on the runway;may cause the runway confusion and increase the controller working and pressure.7. When the runway is unlawfully occupied, what should a tower controller do? 当跑道被非法占用的时候，作为一名塔台管制员应该做些什么？The tower controller should order the unlaw aircraft or vehicle immediately vacate the runway and control the landing aircraft wait until the runway is normal.8. In order to prevent a runway incursion from happening, what special rules or regulations should you follow? 为了防止跑道入侵的发生，你必须遵循什么特殊的规则和管理？I should watching the aircraft or vehicle moving situation on runway all time;I should use the standard taxi way to avoid pilot or driver bring confusion;I should use the standard radio communication.9. Have you ever heard of or encountered a runway incursion? Please tell the story. And what did you learn from theincident?你曾经听过或遇到过跑道入侵吗？请告诉我这个故事，从这次事故中你能学到什么？Yes,I have heared.An aircraft enter the runway not follow the controllers instruction and cause the departure aircraft immediately emergency brake and turn avoid this aircraft.From this incident I learn that I should watching the aircraft or vehicle moving situation on runway all time.The following questions are about fuel dumping10. Have you ever controlled an aircraft dumping fuel? 你曾经指挥过飞机放油吗？Yes,I have.An aircraft fly into my area report the NO2 engine failure and request return to Beijing airport but first must dumping the redundant fuel due to landing weight.11. Under what conditions does an aircraft need to dump fuel?在什么条件下，飞机需要放油？The aircraft departure a short of time and the pilot decdide to return to land due to abnormal situation.But the aircraft need dumping redundant fuel due to landinig weight.12. Could you please describe the fuel dumping procedures in your airspace? 请你描述在你的空域中飞机放油的过程？In my airspace we should control the aircraft dumping fuel in the fuel dumping area,advise pilot route,alitiude and weather information about the fuel dumping area and control other aircraft avoid this aircraft.13. What information should an air traffic controller relay to other aircraft flight crews before fuel dumping begins? 在放油开始之前，一名管制员应该提供什么信息给其他的飞行机组？Before fuel dumping begings we should advise other aircraft the fuel duming aircraft ＇s altitude ,fuel dumping area and estimate dumping fuel begin and over time.14. How would fuel dumping affect other aircraft near the fuel dumping area? 飞机放油是怎么样影响放油区的其他飞行器的？The fuel dumping would affect other pilots sight and influence flight safe and other aircraft near the fuel dumping area should change heading and altitude to avoid this aircraft.15. What help can controllers provide to a flight crew when they need to dump fuel?4管制员能提供给机组什么帮助，当他们需要放油的时候？The controllers should provide to the pilot fly heading to the fuel dumping area ,altitude and weather information about the fuel dumping area .OPI 41. How long have you been working as an air traffic controller? 作为一名空中交通管制员，你已经工作多久了？I have working as an air traffic controller about fourteen years, I am a Tower controller with this unit. 2. What is your working position? 你的工作岗位是什么？I am a instructor and I help the new controller progress. 3. Do you enjoy your job at present? Why? 目前你喜欢你的工作吗？为什么？Yes, I enjoy my job, Because I like aircraft from my childhood. Now, let’s talk something about bomb threats.4. Have you ever controlled an aircraft experiencing a bomb threat? If not, do you know a story about this? 你曾经指挥过一架飞机经历炸弹威胁吗？如果没有，你知道关于这方面的故事？No, I have not controlled. But I heared the bomb threat say they have received an anonymous call saying there is a bomb on board and requiring your aircraft to procedure to HongKong airport. 5. Have you ever received any bomb threat training in a simulator? 你在模拟机上曾经接受过一些关于炸弹威胁的训练吗？Yes,I have received the bomb threat training in a simulator.6. In your opinion, what are some important pieces of information you should gather when a bomb threat occurs? 在你的意识里，当炸弹威胁发生时，你最应该收集的重要信息是什么？I should know how many people on board,explosion information, pilot＇s intention and control other aircraft avoid,provide the nearest airport information to the pilot.7. If you receive an anonymous call saying there is a hand bomb on board, what procedures should you follow to handle the situation?如果你收到一个匿名电话说，有炸弹在飞机上，你应该用什么程序来掌控这一事件？I should according to the bomb threat procedure deal with thissituation .I should advise the pilot bomb on board,know the pilot intention,control other aircraft avoid , adivse police,ambulance and fire engine.8. If the flight with the bomb threat is going to divert to your airport, how would you handle it? 如果有炸弹威胁的飞机将要备降到你的机场，你应怎么样应对？I should control other flights aovid this aircraft and advise the police, ambulance, fire engine and control this flight stay far from other aircraft after landing.9. When bomb threat occurs, what help can you give the flight crew to assist them through the emergency? 当炸弹威胁发生时，有哪些帮助是你能给机组提供的，协助他们渡过危险？I should satisfy the flight crew＇s request do my best and according to the pilot intention avoid other aircraft avoid and priovde the nearest airport to the pilot.The following questions are about fire on board.10. Which one do you think is more dangerous, a bomb threat ora fire on board? Why? 你认为炸弹威胁和机身起火那个更危险？为什么？I think fire on board is dangerous. Because if the fire not under control,it may cause passengers are burned or suffocate due to dense smoke spread all over the cabin even cause aircraft explode on air.11. What may cause a fire on board? 能导致机身起火的原因都有什么？I think passenger smoke in the toilet,the electrical wire fire and engine fire may cause a fire on board.5。
饭店英语问答题。doc
1\--why can the departments of a hotel also be classified into the front-of-the-house and the back-of-the-house departments?--because the departments of a hotel be classified into the front-of-the-house and the back-of-the-house is by the extent to which they contact with the customers.the front-lf-the-house departments are those in which the working staff have extensive contact with the guests,such as reception, room service,recreation.while the back-of-the-house departments are those in which the hotel workers have little or no contact with the guests,such as personnal,accounting and the engineering andmaintenance department.2\--what kind of qualities do the front office staff need?--They must provide god service.service is an acronym made up of seven word:smile.excellence.eye.Readiness.vision.mvitation and creativeness. That means you should always provide smiling service to your guests ,make your work perfect ,be rdady to serve your guests ,have a clear vision of how you will perform your job,invite your guests to come again,work to create an amiable and harmonious environment for your guests keep your eyes open on every guest.3\--why do hotels provide a business center service along with accommodations?---Because the business center usually play an important role in the operation of hotel industry. Business men and women require a hotel with higher quality facilities than those in many other hotels. Business people may even use the hotel as the combination of their living space and working space. The business center and other relevant facilities and service should be provided for those persons staying in the hotel. Business center service meet the need of busy business guests. The hotel will provided a professional,convenient and comfortable environment for the business traveler,are able to make business trips move enjoyable and productive.4\--what are the main services provided in the housekeeping department?---The housekeeping staff job includes welcoming guests warmly and graciously helping carry the baggage,guiding guests to their rooms,opening the door for them,introducing the room facilities and articles,demonstrating the control of electrical equipment,providing the hot water supply time,explaining the extension number and showing guests the service directing,.5\if the guest laundry is damaged by the hotel,how does the refund him?---According to international practice,a refund should be paid to the guest at up to ten times the cost of the laundering, owing to the damage caused by the hotel.6\--why is the food and beverage department regarded as a very important division in a hotel?----1.The food and beverage department is often the major source of profit,accounting for two fifths or even more of a hotel total profit.2.this department is so important that a hotel in chinais often referred to as a grand restaurant. Chinese food with a variety of cuisines and dimsum is a great artistic treasure house. Foreign guests are always fascinated by the delicacies and drinks in Chinese hotel restaurants. It may be said the f&b department has become one of the pillars of hotel7\--what are the benefits of aerobic activity?Because lf the aerobic activity means exercise that is long in duration,but in intensity, so the aerobic exercise elevates the heart rate and breathing for a sustained period. Aerobic activityimproves the power of your heart and lung, helps control weight, and increase muscle and joint flexibility. Aerobic exercise will improve your health and fitness.8\--what are the new challenges that the engineering and maintenance department are facing ?---1, sustainable development of the hotel business 2, the up keep and repair of the hotel itself 3,utility conservation should be a prime concern .9\--what is the greatest threat to the personal security of any hotel guest?---Of all these problems, fire is the greatest threat to the personal security of any hotel guest, 10\--if you were a supervisor, how would you effectively deal with complaints?----In addition, hotel staff should follow these basic rules when dealing with complaints.1,the policy of the hotel staff receiving the complaints should be honesty. No business can ever run perfectly. People do make mistakes and machines do break down. So being honest about that fact is usually the best approach. A sincere effort to solve the problem will generally be appreciate and accepted by the guest. 1. hotel staff should always be polite and helpful. 3, hotel staff should listen with concern and courtesy. Hotel staff should always be ready to listen to what the guest has to say and fully hear him out. They should not interrupt the guest unless necessaty.4. after listening, hotel staff should apologize for any error on their part. 5. hotel staff should express their sympathy to the guest. Hotel staff should try to put themselves in the guest shoes and look at the problem from the other person perspective. 6. a staff member should take actions as soon as possible to resolve the complaints,etc. 7. if several attempts to deal with the complaints are not successful, the hotel attendants should excuse themselves and get the supervisor.。
高二英语下学期unit15new words
新高二Unit15New words:plaint n.1)抱怨；投诉；控告; [u]the act of complainingdo one’s work without complaintThere is no reason for complaint.2)抱怨的行动或话语，感到不满的事[c]expressing unhappiness,painmake a complaint=complainAs for myself, I have no complaint to make.Some children are full of complaints about their food.The patients make a complaint about this food.3)疾病；麻烦事[c] illnessJane has a serous complaint, so we’ve called in a doctor.United kingdom shared the same complaint.complain –vi.抱怨；投诉；控告;述说speak or say in an unhappy waycomplain about / of sth.to sb.of 诉说thatThey complained to the police about his breaking the window.他们因他打碎玻璃向警察投诉。
The patient complained of headache.They complained to the police about the noise.= They make a complaint about/of the noise.他们向警察抱怨说那噪音。
She complained that he had been rude to her.He said that if we made any more noise he ‘d ___ the police.A. complainplain toC. complain aboutD.complain of2. upset adj.1)worried, anxious, feeling unhappy about sth.难过；不高兴I was upset by what he did yesterday.I feel really upset about it.I’ll be really upset now, if you don’t come.This is very upsetting news.2)slightly ill 不舒服；难受（多指胃部）He is suffering from an upset stomach.my stomach was upset for hours after that heavy meal.vt. (upset, upset, upsetting) 使心烦意乱cause to worry; not be calm；使烦恼；打乱；扰乱cause confusion；打翻knock over；使胃肠不适make ill in the stomachget upsetI got upset when I heard the news.He upset the cup and the coffee went all over the floor.Our plan were upset by the sudden change in the weather.Do what he wants, or you’ll upset him.Eating fish sometimes upset me / my stomach.n. a complete upset of our plansa stomach upsetBecause she didn’t finish her work on time and was fired by the company, she was very ___ about it. A.upset B. upsettedC. upsettingD. upright3.itch – n.痒a sore feeling which makes one want to rub；引伸为“渴望；热望；欲望a restless desire for sth.get an itch to travelThey got an itch to travel abroad.have an itch for knowledgeMany people have an itch for excitement. 很多人渴望刺激。
《旅游服务英语》课程标准
《旅游英语》课程标准课程代码：02121029学时数:54 （其中：理论27 课堂实践:27）课程类别:专业课开课学期：第5学期适用专业：旅游管理开课单位:现代服务与管理系（部）编写时间：2013年9月一、课程定位《旅游服务英语》是培养高等职业院校旅游管理专业所开设的一门专业核心课程，它涉及旅游学的基础理论和旅游产业的“行，住，吃,游，购，娱"的行业服务内容,本课程将会为学生提供其未来工作岗位所需要的专业英语知识和技能目的：二、本课程与其它课程的联系和分工先修课程：大学英语、旅游学概论后续课程：岗位实习三、学习目的本课程的教学目标是通过专门系统的英语听力技能训练和大量的口语练习和实践，逐步培养和提高学生的英语熟巧性应用能力，同时帮助学生了解中西文化差异、传播中国文化，掌握涉外旅游接待中旅游咨询、接送机、餐饮、交通、观光讲解、购物娱乐等服务岗位所需要的专业知识。
四、课程内容及基本要求（一）At the Travel Agency（8学时）基本内容：Unit 1 Tour Consultation；Unit 2 Tour Arrangement1、基本要求：了解旅游咨询相关的服务技能和服务用语，熟练掌握介绍推荐旅游线路、为客人预订线路及介绍调整旅游日程表常用句型。
2、重点、难点重点:介绍推荐旅游线路以及介绍调整旅游日程表的技巧和用语。
难点：本章难点主要是推荐旅游线路，介绍旅游日程表。
（二)Arrival(4学时)基本内容:Unit 1 Guest Arrival; Unit 2 Exchanging Money1、基本要求：了解导游人员赴机场接机的服务技能和服务用语，熟悉国际游客入境、行李服务相关的常用句型，了解外币兑换的方式方法及兑换外币服务用语。
2、重点、难点：重点：导游人员机场接机的服务技能和服务用语。
难点:国际游客入境注意事项。
（三)At the Hotel（3学时）基本内容：Unit 1 Checking in，Unit 2 Hotel Service and Facilities.1、基本要求：了解酒店服务的服务技能和服务用语，如客房预订、登记入住、介绍酒店服务和设施等.2、重点、难点：重点:客房预订、登记入住和介绍酒店设施的服务用语。
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Useful sentences in the dialogues
1.Nothing is right in my room 我房间里什么东西都不对劲
第 11页
2.What seems to be the problem,how can I hep you ？有什么事吗？该如何帮您
3.I’m terribly sorry to hear that,I’ll have it fixed immediately.非常抱歉，我马上找人修理
2. How your tour guide deal with that situation ? Dealing with complaints is a part of the task of service during traveling.It requires that the tour guide has good ability in both communication and dealing with incidents
3
to make situational dialogues fluently
Teaching objectives
Teaching focus and difficulties
Teaching method
Teaching procedures
第3 页
1 useful patterns in dealing with complaints
Step 1 lead-in
Step2 learn the passage
Step3 Summary and assignment
第7 页
2
Learn the passage
1 Words and phrases in the textbook 2 Usefull sentences in the dialogues
我完全理解您现在的感受，我将竭尽所能帮助您。
Teaching objectives
Teaching focus &difficulties
Teaching methods
Teaching procedures
第 12 页
总结有关处理投诉的基本句型：
I am terribly /awfully sorry ……(for my carelessness) What’s the trouble,sir? Please accept my apology on behalf of … Could you attend to this matter immediately? I’m terribly sorry to cause you so much trouble. We wil manage it . We will look into the matter immediately. Everything will be taken of. I understand how you feel and we will try our best to help you. 10.I assure you it will not happen again. 11.If there is anyting more you need,please let us know. 1. 2. 3. 4. 5. 6. 7. 8. 9.
2016/9/5
Make dialogues with your partner and practice it in the class
Thank you !
Mr. Brown: That’s not all. The pillow is dirty, and the room is in a mess. Mr. Wang: I sincerely apologize for this inconvenience, Mr. Brown. The hotel is rather short-staffed at present. Mr. Brown: To be frank, I’m not happy with this room for some other reasons. This room faces the street. It is rather noisy. I can’t fall asleep at night. Could you change it for a quiet room? It doesn’t have to be on the same floor. Mr. Wang: No problem, Mr. Brown, I’ll talk to the receptionist. (After contacting the Front Office) Well, Mr. Brown, could you move to room 401? It doesn’t face the street, and now it’s ready for you. In the meantime I’ll send up a porter to help you with your luggage. Mr. Brown: Thank you. You are very helpful. We are lucky to have you as our local guide. Mr. Wang: It’s my pleasure, Mr. Brown. Just get hold of me whenever you need any help.
③Apologize for the trouble and take measures to handle it immediately. 2.Role-play Work with you partner and play the role of a tour guide and a tourist.when these incidents mentioned in the text happen,how do you do?
4.I sincerely apologize for this inconvenience.为此带来的不便我深感抱歉
5.Just get hold of me whenever you need any help 无论什么情况，需要帮助请联系我
6. I can totally understand your feeling now.i’ll do everything I can to help you.
旅游服务实用英语
Dealing with Complaints
单位：吕梁高级技工学校 姓名：孟瑞红
吕梁高级技工学校
目 录
第1页
Teaching objectives
Teaching focus&difficulti es
Teaching methods
Teaching procedures
2
Teaching objectives
非”.eg. Incomplete ; insecure
Attribute (vt.)归结于，常与to搭配.eg. She attributes her great age to carefully planned diet.
Part 1 Situational Dialogues
1. Mr. Brown, together with his wife, has stayed one night at the hotel. Now he is complaining to the tour guide, Mr. Wang, about the room conditions. He demands to move to a quiet room. Mr. Wang: Is everything all right, Mr. Brown? Mr. Brown: Well, actually, nothing is right in my room. Mr. Wang: What seems to be the problem, Mr. Brown? How can I help you ? Mr. Brown: You can help me by putting my bathroom right. It’s in a terrible condition. When I took the shower, there’s no cold water at all. I almost got burnt! Shouldn’t the hotel know the condition of the shower before we checked in? Mr. Wang: I’m terribly sorry to hear that. I’ll have it fixed immediately.
3 Conlusion on how to deal with complaints
Words and phrases Shower (n.) 淋浴 ；take/have a shower 洗淋浴
第8 页
eg. A cold shower always refreshes us in summer
Teaching focus & difficulties
Teaching methods
Teaching procedures
第2页
1
grasp the terms and usefull phrases in complaints
2
master the way of dealing with complaints
2
practice the situational dialogues
Teaching objectives