Hospitality English 酒店商务英语 讲师：莫利民 工商与公共管理学院

Complaint Services 处理投诉服务 Learning Objectives Learn how to receive guests who approach you with complaints;学会如何处理客人投诉； Learn how to make apologies to guests who are complaining. 学会如何向投诉客人道歉。

Dialogue 1 Complain About the Room Facilities 抱怨房间设施 J=Jane (Receptionist) 　　S=Stephen Nobel (Guest) Telephone rings. S：Hello. J： Good morning. Is that Mr. Nobel, Room 1420? S：Yes. Who is speaking, please? J： This is Reception, Mr. Nobel. You called us to report that there was something wrong with the lamps. S：Yes. I have never found a room with such poor facilities. J： I am awfully sorry about that. I am just calling to check whether the problems have been solved, Mr. Nobel. S：No, no one has come since I called you. J： I do apologize for that. I will check with the Maintenance Department. I assure you that they will come at once. S：Would you? Oh, here they come. Thank you. J： It is my pleasure. Thank you, Mr. Nobel.

Dialogue 2 Complaints About Noise 噪音投诉 J=Jane (Receptionist) 　　S=Stephen Nobel (Guest) J: Good afternoon, sir. How may I help you? S: Hello, can you change the room for me? It’s so noisy that I can hardly sleep. J: May I know what is wrong? S: The noise of machine almost drives me mad! I can’t take it any more. J: We really apologize for the trouble. We thought the staying guests were out so we started decorating the meeting room upstairs. Shall we change a room for you? S: Yes, please! J: Will Room 6503 be alright? The room settings are exactly the same as the room you’re staying now. And it’s an inner room, very quiet. S: Good, I would appreciate it. J: A bellman will come in ten minutes to help you with your luggage then, Mr. Nobel. We apologize for all the trouble. S: OK. J: I wish you a sound sleep! Goodbye! S: Thank, Bye!

Dialogue 3 Complain About the Meal 抱怨饮食 J=Jane (Receptionist) 　　S=Stephen Nobel (Guest) J： You asked to see me, Mr. Nobel. S：Yes, I did. I’m very upset at the way I have been treated. J： Perhaps you could tell me what exactly is the matter. S：It’s my steak. J： What is wrong with your steak, sir？ S：My steak is overdone. I asked for it medium. But when I complained to your waitress she just ignored me. J： I’m very sorry, sir. I’m sure the waitress didn’t mean to be rude. You see, she just started out as a waitress a week ago and she doesn’t understand English very well. She should have changed your steak. It must be a misunderstanding, sir. I’ll have the steak returned to the kitchen right away. （after a while） J： How is your steak this time？ S：Very good！It is done just right this time. Well, there is something else. This wine here, I think is corked. J： Are you sure, sir？The Chianti has been very popular with our guests. S：Well, here you are. Try it for yourself. J： No, sir. It doesn’t taste wrong at all. Perhaps it is a little too sour for your taste. I would recommend that you try the Burgundy next time. S：Right. Perhaps I will. J：Well, I hope you enjoy your dinner.

(注：★表示客户用语) 1．Express Apology, Attention and Thanks 表示歉意、关注，表达谢意 　　I’m terribly sorry to hear that. 听到这样的事情，我感到非常遗憾。 　　I’ll attend to /take care of this right away. 我马上来处理。 　　I’ll look into this matter at once. 我马上去查清楚这件事情。 　　We do apologize for the inconvenience. 我们为给您带来的不便深表歉意。 　　We will arrange you to another room. 我们将为您安排另一个房间。 　　I assure you it won’t happen again. 我向您保证，这样的事情不会再发生。 　　I understand how you feel and we will try to do our best to help you. 我能理解您现在的感受， 我们会尽力帮助您。 　　Please feel free to contact us if you have any requests. 有什么要求，请与我们联系，不必客气。 　　Thank you for bringing it to our attention. 感谢您提醒我们。 　　Thank you for pointing out this problem. 感谢您指出这个问题。　　

(注：★表示客户用语) 2. The Errors Service 服务中出现的差错 ★ The room is too noisy! 房间太吵了! ★ This is not what I ordered. 这不是我点的。 ★ I want an invoice but not a receipt. 我要的是发票而不是收据。 ★ The bill is not correct. 这账单不准确。 ★ It must have been a mistake in the bill. 这账单肯定有错。 ★ I am very upset at the way I have been treated. 我不满意你们的服务。 　　I will check it again. 我再查查看。 　　I will change for you immediately. 我马上为您换一份。

(注：★表示客户用语) 3. Complain About the Poor Quality of Meal, Drinks 抱怨菜肴/酒水 　　Is there anything wrong with your meal, sir? 先生，这饭菜有什么问题吗？ 　　If it really bothers you, I will replace it for you. 如果您觉得这菜不合您的意，我会为您 更换。 　　Would you like to have a new one or change another dish? 请问是为您重做一道菜还是换其 他菜式呢？

1. Three Basic Principles of Complaint 处理投诉的三条基本原则 绝不与客人争辩 真心诚意地帮助客人解决问题 不损害企业的利益

2. Customer Complaint Guide Line 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，或用点头等身体语言来表明自己在认真倾听。 　　（2）记录。问清客人的姓名（Name）和房号（Room No.）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、内容以及自己采取的解决方案，如赠送水果、餐券等。在说话时，不要笼统地用Sir/Madam 来称呼，而使用Mr./Mrs. ××，这会让他们感到自己受到关注。 　　（4）致歉。如果是餐厅方面错误，应郑重道歉；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。如：Sorry, can you wait a moment please? 　　And I will get the manager.（抱歉，能否稍等，我请经理来为您解决。） 　　（6）致谢。如：Thank you for bringing the matter to our attention.（感谢您提醒我们。）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。）

Exercise 1 Dialogue Completion Complete the following dialogue according to the Chinese in brackets and then read it in roles. J=Jane (Receptionist) 　　S=Stephen Nobel (Guest) S：Excuse me! Waiter! J： ____________________________?（您吃得满意吗？） S：No. The fish was recommended, but it is not very fresh. J： _____________________________________________.（真对不起，我给您换一盘。） S：So what? It is not fresh and I am not happy about it. J： _______________________________________________________________________________ 　 ______________.（很抱歉，先生。您想要试其他东西吗？我们可以免费送您食物。） S：No. I don’t want to try something else, and find it is not fresh again! Is everything to your satisfaction Oh! Sorry to hear that. I will change it for another one I am sorry, sir. Do you wish to try something else? The compliment food would be on the house, of course

J： __________________________________________________ S：I am not so keen on desserts as a habit. They are fattening. J： _________________________________________________________________________.（好，先生，这是您的账单。请在账单上签名，我保证您下次来的时候一切都会好的。） S：Don’t be so sure of it yet. I am very critical and demanding. J： I have very confidence in our chef. Just give us another chance. S：_________________________.（好的，我会再来的。） J： _________________________.（非常感谢，先生。） How about a delicious dessert then, with our compliments Please sing the bill. I am sure everything will be right again the next time you come All right. I will come again Thank you very much, sir

J=Jane (Attendent) S= Stephen Nobel (Guest) Exercise 2 Role-play 　　1．一位客人投诉酒店的房间清洁服务非常差，清洁工的态度也不好，每天都只送同一种水果，这位客人很不满意。请你和你的同学模拟对话中的角色，准备该对话，在课堂表演如何处理此事。 J=Jane (Attendent)　 S= Stephen Nobel (Guest) J: Good afternoon. What can I do for you, Mr. Nobel? S: Quite a lot. It is hard to believe that my room has not been clean so far. J: I’m sorry. It must have been an oversight by housekeeping. S: An oversight? What can be more annoying when you asked for dry-cleaning and have been told they are unavailable? J: Thank you for pointing out this problem. I will investigate immediately. S: Besides, no one would like to stare at the same two oranges left in the fruit bowl for one week. When I asked for a little more variety, I was told most of the fruits were out of season. It is unbelievable. J: I will report to the manager why you have not experienced our usual good service. S: Shall I have to go on putting up with such a room maid? She is rude, never saying “Good morning” and always slamming the door hard when she finishes turn-down service.

J: I do apologize that you have been troubled, madam J: I do apologize that you have been troubled, madam. Your room has not been cleaned today, you have had the same fruit, and the room attendant is always rude. Is that correct, Mrs. Smith? S: Yes, I don’t want to suffer any more. J: I assure you these problems won’t happen again. We will take action immediately after our investigation. We are sorry again.

J=Jane (Waitress) S= Stephen Nobel (Guest) Exercise 2 Role-play 　　2．一位客人投诉不满意餐厅的服务，认为服务太慢、不周全，而且牛排太生、无法入口。你作为一名餐厅经理，如何处理此事，如何让客人满意而归。请你和你的同学准备该对话，在课堂上进行口头表演。 J=Jane (Waitress) S= Stephen Nobel (Guest) J: You asked to see me, Mr. Nobel. S: Yes, I am very upset at the way I have been treated. J: Could you tell me what the matter is, Mr. Nobel? S: I still have not got my mineral water. J: I am very sorry, sir. (For a moment) Here you are. S: But there is no ice. J: My apologies, sir. I will see to it immediately. …Here is the ice and your steak. S: Excuse me! J: Is everything all right? S: No. My steak is too raw. I wanted mine well done. But this one here is at most medium.

J: I’m sorry you didn't enjoy it, sir J: I’m sorry you didn't enjoy it, sir. I'll return it to the kitchen and bring you one that’s well cooked. （After ten minutes） J: How is your steak this time? S: Very good! It is done just right this time. Thank you. J: I’m glad you enjoy it. I’ll tell the chef. Would you like some more beer? S: Yes, give me another Five Star. J: Shall I bring you some dessert? S: No, thank you. I've had enough. J: How about some coffee or tea then? S: Yes, I’ll have a cup of coffee.