如何正确处理餐饮投诉
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Discussion
Listen to the dialogue and answer the following questions: (1) What did the guest complain? (2) How did the waiter handle it? (3) Was the guest satisfied? How do you know that?
– 6）致谢。 “Thank you for bringing the matter to our attention.” (感谢您提醒我们注意。) “I assure you that it won’t happen again.”(您尽可以放心，不会再发生这种事情了。)
Task preparing
• vt. • a. 赞美;恭维;祝贺[(+on)] • He complimented her on her new dress.他称赞她的新衣服漂亮。 • b. 向...赠送(某物)以表示敬意(或祝贺)[(+with)] • 3. 在对话中Just give us another chance, you will find this restaurant really
1) In what kind of situations do guests make complaints about food and beverage? 2) How are you going to respond to the complaints in the first place? 3) Think of some solutions to diners’ reasonable complaints.
How much longer shall I wait for my…? 我还要等多久…?
I ordered Spaghetti, but got Macaroni? 我点的是意大利面,但你却给我通心粉。
I didn’t order this fish! 我没点鱼！ It takes to long to wait! 等太久了！ The meat is too tough. 肉太硬了。 The chicken was overdone. It was as tough as leather.
compliments? D: No, I don’t wan to try something else, and find it’s not fresh again! This is very annoying.
W: I see, sir. Just give us another chance, you will find this restaurant really lives up to its name. I’m sure everything will be all right next time you come. D: All right. Maybe I’ll come again.
Biblioteka Baidu
– 处理投诉的基本程序和方法
– 1）倾听。在聆听时要保持目光接触，不是地用“Uhhuh”, “Oh”, 或点头等身体语言来表明自己在认真倾听。
– 2）记录。问清外宾的姓名(name)和房号(room number)等基 本信息。如果可能，请做好笔记，同时向客人重复要点， 确保信息的正确性。
– 3）沟通。迅速判断客人投诉的原因、内容以及自己可以采 取的解决方案，如赠送（complementary）水果、餐券(meal voucher)等。在说话时，不要笼统地用Sir/Madam来称呼， 而应使用Mr./Mrs. **, 使他们感到自己受到关注。
鸡肉的火候过了，吃起来和皮革一样硬。 The plate is cracked. 盘子是破的。
Facing a complaint
1) What’s the problem, sir? Can I be of assistance? 2) This is quite unusual. I’ll look into the matter. 3) I’ll attend to/take care of this right away… 4) I’m terribly sorry. I can give you something else if you’d like. That’ll be on the house, of course. 5) Thank you for telling us. I’ll speak to our manager about it. Please accept our apology. 6) Please feel free to contact us if you have any requests.
2. learn how to deal with diner’s complaints.
Task presenting
– 餐厅客人投诉的原因 – 1）服务出现错误（不及时、过快、结账错误、上错菜等）。 – 2）对服务态度不满（不主动、过于冷淡、傲慢、质疑顾客
不轨、语言粗俗无礼等）。 – 3）对食品和（或）酒水质量不满。 – 4）对餐厅设备设施不满。
Listen and answer
Direction: Listen to the dialogue and supply the missing information.
W=Waiter
D=Diner
W: Is everything _____(1)______?
D: No, the steak was recommended, but it is not very fresh.
W: Oh! Sorry to hear that! This is quite unusual as we have fresh steak from the market every day! I’ll look into the matter. D: So what? It is not fresh and I’m not happy about it! W: I’m sorry, sir. Do you wish to try something else? That would be on the house, of course. How about a delicious dessert, with our
lives up to its name. • live up to 实践;不辜负
• You must live up to your promise. • 你必须实践自己的诺言。
Learn some useful expressions related to this topic:
Making a complaint
• D: All right. Maybe I’ll come again.
• W: Thank you very much, sir.
W: Is everything to your satisfaction?
D: No, the steak was recommended, but it is not very fresh.
W: Thank you very much, sir.
• Learn some important words in this dialogue • 1）在对话中I’ll look into the matter. • look into ph.在...里查资料;深入地检查,研究;调查 • 2. 在对话中How about a delicious dessert, with our compliments? • compliment • n.[C] • a. 赞美的话;恭维;敬意[(+on)] • It‘s the nicest compliment I’ve ever had.这是我听到的最好的恭维话。 • b. 问候;致意;道贺[P] My compliments to your father!向你父亲代为致意!
• W: I see, sir. Just give us _________(9)________, you will find this restaurant really ____________(10)__________. I’m sure everything will be all right next time you come.
– 1) Awful – 2) Raw – 3) Burnt – 4) Undone – 5) Overdone – 6) Lukewarm – 7) Sour – 8) Stale – 9) starch – 10) bitter
a. 没烤熟 b. 酸的 c. 不新鲜 d. 微温的 e. 糊的 f. 苦的 g. 太老了 h. 生的 i. 焦了 j. 很糟糕
– 4）致歉。如果是餐厅方面的错误，应郑重道歉”We do apologize for…”； 即使不是，也应礼貌地说 “I’m sorry to hear that.”
– 5) 如果超出自己的权限，应立即请主管出面解决，”Sorry, can you wait a moment, please, and I’ll get the manager.”(抱 歉，能否稍等，我请经理来为您解决。)
Task completing
1. Put the following into Chinese:
1) The steak is underdone/overdone/raw/bloody/too tough/hard/dry! 2) You’ve been ignoring us all the evening. We’ve finished our dinner 20 minutes ago. If you don’t bring the bill in the next two minutes, we’ll leave. 3) This food tastes strange/funny/awful/bad. 4) I’m very unhappy with your restaurant service. I was badly treated by a rude waiter. 5) The toast is too dark/too light/burnt/stale/soggy/damp.
• W: I’m sorry, sir. Do you wish to ___(5)____? That would be ___(6)___, of course. ___(7)___ a delicious dessert, ___(8)___?
• D: No, I don’t wan to try something else, and find it’s not fresh again! This is very annoying.
Contents
Learning objects Task presenting Task preparing Task completing
Further development Assignments
Students are required to
1. learn some important words and phrases: look into the matter, compliment, live up to;
W: Oh! ___ (2) ___! This is quite ____(3)____ as we have fresh steak from the market every
day! I’ll ____(4)____.
D: So what? It is not fresh and I’m not happy about it!
Listen to the dialogue and answer the following questions: (1) What did the guest complain? (2) How did the waiter handle it? (3) Was the guest satisfied? How do you know that?
– 6）致谢。 “Thank you for bringing the matter to our attention.” (感谢您提醒我们注意。) “I assure you that it won’t happen again.”(您尽可以放心，不会再发生这种事情了。)
Task preparing
• vt. • a. 赞美;恭维;祝贺[(+on)] • He complimented her on her new dress.他称赞她的新衣服漂亮。 • b. 向...赠送(某物)以表示敬意(或祝贺)[(+with)] • 3. 在对话中Just give us another chance, you will find this restaurant really
1) In what kind of situations do guests make complaints about food and beverage? 2) How are you going to respond to the complaints in the first place? 3) Think of some solutions to diners’ reasonable complaints.
How much longer shall I wait for my…? 我还要等多久…?
I ordered Spaghetti, but got Macaroni? 我点的是意大利面,但你却给我通心粉。
I didn’t order this fish! 我没点鱼！ It takes to long to wait! 等太久了！ The meat is too tough. 肉太硬了。 The chicken was overdone. It was as tough as leather.
compliments? D: No, I don’t wan to try something else, and find it’s not fresh again! This is very annoying.
W: I see, sir. Just give us another chance, you will find this restaurant really lives up to its name. I’m sure everything will be all right next time you come. D: All right. Maybe I’ll come again.
Biblioteka Baidu
– 处理投诉的基本程序和方法
– 1）倾听。在聆听时要保持目光接触，不是地用“Uhhuh”, “Oh”, 或点头等身体语言来表明自己在认真倾听。
– 2）记录。问清外宾的姓名(name)和房号(room number)等基 本信息。如果可能，请做好笔记，同时向客人重复要点， 确保信息的正确性。
– 3）沟通。迅速判断客人投诉的原因、内容以及自己可以采 取的解决方案，如赠送（complementary）水果、餐券(meal voucher)等。在说话时，不要笼统地用Sir/Madam来称呼， 而应使用Mr./Mrs. **, 使他们感到自己受到关注。
鸡肉的火候过了，吃起来和皮革一样硬。 The plate is cracked. 盘子是破的。
Facing a complaint
1) What’s the problem, sir? Can I be of assistance? 2) This is quite unusual. I’ll look into the matter. 3) I’ll attend to/take care of this right away… 4) I’m terribly sorry. I can give you something else if you’d like. That’ll be on the house, of course. 5) Thank you for telling us. I’ll speak to our manager about it. Please accept our apology. 6) Please feel free to contact us if you have any requests.
2. learn how to deal with diner’s complaints.
Task presenting
– 餐厅客人投诉的原因 – 1）服务出现错误（不及时、过快、结账错误、上错菜等）。 – 2）对服务态度不满（不主动、过于冷淡、傲慢、质疑顾客
不轨、语言粗俗无礼等）。 – 3）对食品和（或）酒水质量不满。 – 4）对餐厅设备设施不满。
Listen and answer
Direction: Listen to the dialogue and supply the missing information.
W=Waiter
D=Diner
W: Is everything _____(1)______?
D: No, the steak was recommended, but it is not very fresh.
W: Oh! Sorry to hear that! This is quite unusual as we have fresh steak from the market every day! I’ll look into the matter. D: So what? It is not fresh and I’m not happy about it! W: I’m sorry, sir. Do you wish to try something else? That would be on the house, of course. How about a delicious dessert, with our
lives up to its name. • live up to 实践;不辜负
• You must live up to your promise. • 你必须实践自己的诺言。
Learn some useful expressions related to this topic:
Making a complaint
• D: All right. Maybe I’ll come again.
• W: Thank you very much, sir.
W: Is everything to your satisfaction?
D: No, the steak was recommended, but it is not very fresh.
W: Thank you very much, sir.
• Learn some important words in this dialogue • 1）在对话中I’ll look into the matter. • look into ph.在...里查资料;深入地检查,研究;调查 • 2. 在对话中How about a delicious dessert, with our compliments? • compliment • n.[C] • a. 赞美的话;恭维;敬意[(+on)] • It‘s the nicest compliment I’ve ever had.这是我听到的最好的恭维话。 • b. 问候;致意;道贺[P] My compliments to your father!向你父亲代为致意!
• W: I see, sir. Just give us _________(9)________, you will find this restaurant really ____________(10)__________. I’m sure everything will be all right next time you come.
– 1) Awful – 2) Raw – 3) Burnt – 4) Undone – 5) Overdone – 6) Lukewarm – 7) Sour – 8) Stale – 9) starch – 10) bitter
a. 没烤熟 b. 酸的 c. 不新鲜 d. 微温的 e. 糊的 f. 苦的 g. 太老了 h. 生的 i. 焦了 j. 很糟糕
– 4）致歉。如果是餐厅方面的错误，应郑重道歉”We do apologize for…”； 即使不是，也应礼貌地说 “I’m sorry to hear that.”
– 5) 如果超出自己的权限，应立即请主管出面解决，”Sorry, can you wait a moment, please, and I’ll get the manager.”(抱 歉，能否稍等，我请经理来为您解决。)
Task completing
1. Put the following into Chinese:
1) The steak is underdone/overdone/raw/bloody/too tough/hard/dry! 2) You’ve been ignoring us all the evening. We’ve finished our dinner 20 minutes ago. If you don’t bring the bill in the next two minutes, we’ll leave. 3) This food tastes strange/funny/awful/bad. 4) I’m very unhappy with your restaurant service. I was badly treated by a rude waiter. 5) The toast is too dark/too light/burnt/stale/soggy/damp.
• W: I’m sorry, sir. Do you wish to ___(5)____? That would be ___(6)___, of course. ___(7)___ a delicious dessert, ___(8)___?
• D: No, I don’t wan to try something else, and find it’s not fresh again! This is very annoying.
Contents
Learning objects Task presenting Task preparing Task completing
Further development Assignments
Students are required to
1. learn some important words and phrases: look into the matter, compliment, live up to;
W: Oh! ___ (2) ___! This is quite ____(3)____ as we have fresh steak from the market every
day! I’ll ____(4)____.
D: So what? It is not fresh and I’m not happy about it!