文档介绍：Dealing with Diner'plaints
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Learning objects
Task preparing
Task presenting
Assignments
Further development
pleting
Contents
Students are required to
1. learn some important words and phrases: look into the matter, compliment, live up to;
2. learn how to deal with diner’plaints.
Learning objects
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。
Task presenting
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,plementary)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。
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。)
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。)
1) Awful a. 没烤熟
2) Raw b. 酸的
3) Burnt c. 不新鲜
4) Undone d. 微温的
5) Overdone e. 糊的
6) Lukewarm f. 苦的
7) Sour g. 太老了
8) Stale h. 生的
9) starch i. 焦了
10) bitter j. 很糟糕
Word matching
Task preparing
Discussion
1) In what kind of situations do guests plaints about food and beverage?
2) How are you going to respond to plaints in the first place?
3) Think of some solutions to diners’ plaints.
Listen and answer
Listen to the dialogue and answer the following questions:
(1) What did the plain?
(2) How did the waiter handle it?
(3) Was the guest satisfied? How do you know that?
Direction: Listen to the dialogue and supply the missing information.
W=Waiter D=Diner
W: Is everything _____(1)______?
D: No, the steak was mended, but it is not very fresh.
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!