导游英语Chapter 7 Follow-up Service

ChapterSevenFollow-upServiceInthischapter,youwilllearn:howtohelpthecustomertoextendthestayatthehotelinEnglish;howtosettlethecustomers’complaints;howtocommunicatewithcustomersandgetsomefeedbackoftheserviceoftravelagencyinEnglish;howtowriteareplytolettersofcomplaintsinEnglish.Partone——OpenYourToolkitSituationI——acceptextensionrequestSituationII——handlethecomplaintsSituationI——BackgroundInformationWhenaguidewantstohelpcustomersextendtheirstayatthehotelandletthereceptionisttoacceptextensionrequestofcustomers,thefollowingkeypointsinrecommendationareforyourreferences:StudyingtheproceduresofhowtoacceptextensionrequestofcustomersUsingallthepossiblewaytosolvetheproblemsofcustomersSituationIGuideA:receptionistB:guestC:guideA:Goodmorning.MayIhelpyou?C:Goodmorning.IamtheguideoftheGoldenDragonTravelAgency1.Mycustomerswanttohavetwomoreextradaystohavetheirnegotiation.Isthereanyvacantroom?B:Goodmorning.I’mMr.Douglassinroom1208.Thismakesitnecessaryformetostayonhereforanotherday.Iwonderifitispossibleformetoextendmystayatthishotelfortwodays.SituationIA:I’lltakealookatthehotel’sbookingsituation.Yes,sir,ButI’mafraidthatitwillbenecessaryforustoaskyoutochangeroomsforthelasttwonights.Yousee,wehavealreadyletyourroomtoanothergentleman.Isthatacceptabletoyou?B:Yes,that’snoproblematall.A:Letmesee…Room1111willbevacant.Howaboutroom1111?B:That’sfine.A:Whenwouldyouliketomovetomorrow?B:Idon’tknow.A:SituationIC:ThatmeansMr.Douglasshastomoveoutbefore12.Letmesee.He’llbeleavingforthenegotiationat9:30tomorrowmorningandhewillnotbereturningtothehoteluntilsometimeintheafternoon.SoMr.Douglassisgoingtohavetodoitbeforehegoestothenegotiation.Well,IthinkIwillremindMr.Douglassthathewillmoveat9o’clock.A:Good.AndpleaseremembertobringyourkeycardtothereceptiondeskwhenyoupassittomorrowsothatIcanchangetheroomnumberonit.B:Iwill.Thankyouverymuch.C:Thankyousomuch.A:Youarewelcome.Goodbye.SituationI——Vocabularynegotiationn.谈判，沟通progressv.进步，进展bookingn.预定extensionn.增加的房间occupantn.〔房屋等〕居住者，占有人moveout搬出bellboyn.〔旅馆里为客人搬运行李到房间里的〕男侍者luggagen.行李keycard钥匙卡receptiondesk前台，接待处SituationI——NotesIamtheguideoftheGoldenDragonTravelAgency.我是金龙旅行社的导游。MybusinessnegotiationhasprogressedmuchmoreslowlythanIhadexpected.我的业务谈判进行的比预期的要慢。I’mgladthatwe’llbeabletoacceptyourextensionrequest.我很愿意接受你展期的 要求 对教师党员的评价套管和固井爆破片与爆破装置仓库管理基本要求三甲医院都需要复审吗 。Thenewoccupantwillbecheckinginalittleaftertwelve.新的房客将会在12点过一点入住。Iwillsendabellboytoyourroomandhelpyouwithyourluggageat9o’clock.九点钟的时候，我会派门童到你的房间帮你搬行李。SituationII——BackgroundInformationAsaguideinatravelagency,youwilldealwithawiderangeofpeople,soyoumustbepreparedtodealwithvariouscomplaints.Thefollowingsuggestionsareforyourreference:Communicatingwiththecustomersandgettingthefeedbackinformation.Beforeyoudoanythingforacomplaint,youneedtolistenandmakesureyouunderstandwhatisbeingsaidsothatyoumayavoidanymisunderstandingandlettheclientsseeyourgenuinecarefortheirproblem.Ifyoucan’tsolvetheproblem,repeattheinformationandwriteitdown,thenconveytothetouroperatororotherunitsconcernedtosettlethedisputes.Remembertoreplytotheclientsandinformthemofthefinaldecisionsassoonaspossible,askfortheiropinionsanddoapologizetothemsincerely.SituationIIThemanager(M)ofatravelagencyistalkingwithChristina(aguide)abouthowtohandleguests’complaintsproperly.M:themanagerC:Christina(aguide)C:Deartourists,severalrestaurantsaroundherearenice.Whichonedoyouprefer?J:Guide,couldyougiveussomedetailedinformation?Wecanmakeadecisionthen.C:B:IpreferDongbeidishes.IttasteswonderfulandDongbeipeopleareeasy-going.Amongotherthings,theyprovideadequateweight.C:Whataboutother’sopinions?J:IstillsuggesteatingSichuandishes.Iheardthatit’sverydeliciousandtastesveryhot.C:Doyouhaveanyproblemswiththehotfood?2SituationIIM:Hey,Christina,Iwastoldthatyouhadaquarrelwithoneofourgueststhismorning,isthattrue?C:Eh……yes.ButManager,sheisalwaysfindingaquarrelinstraw1!M:OK,Christina,Idounderstandyourfeeling,butyouknow,it’sourjobandresponsibilitytosatisfyourguestsandintroduceapropertravellinglinetothem.Andyourresponsetothematterisreallynotsensibleenough.C:Sensible?Howcanonebesensiblefacingsuchaparticularperson?M:C:Isee.Andmanager,canyoutellmehowIcancopewiththecomplaintsandcriticismsoftheguestproperly?SoifIamunluckyenoughtomeetsuchkindofsituationonceagain,Iwillbeabletohandleitcorrectly.M:Sure.Themostimportantruleistokeepcoolonhearingcomplaintsandcriticisms.Remainpatient,politeandhelpful.Nomatterwhatcomplaintstheguestgives,listentohimorherwithattention,respectandsincerity.Yourimpatienceandindifferencewillonlymaketheguestevenmuchangrier.C:Soyoumeanatthismoment,M:Youcatchonwell.Infact,byshowingyourdeepconcernforthematterandyourdeterminationtosettleit,youhavesolvedtheproblembyhalf.SituationIIC:Andanotherhalfistoprovidetheguestwithanypossiblesolutions.M:Yousaidit!Andiftheguestisnotsatisfiedwithyoursolution,orit’sbeyondyourreach4togiveasatisfyinganswer,youmayturntomeorothermemberswhohavetheauthoritytosolvetheproblemsatisfactorily.C:Anyway,Iwillnotarguewithourguestsanymore.Itdoesnothelpatall.M:Youdoknowyourbusiness!Andyouarenotsupposedtobedefensive,ortoblameothermembers,either.C:Allright.Ipromise.SituationII——Vocabularyquarreln. 争吵、不和、口角vi.争吵、争辩不要吵了。它判得很公正。responsibilityn.责任satisfyv. 使满意、满足responsen.答复、回音、答复；反响、响应sensiblea. 明智的、合情理的、切合实际的particulara.〔过分〕讲究的、挑剔的；特殊的、特别的defensivea.防御用的、防守的、守势criticismn. 批评、批判、指责correctlyadv.正确地、得体地sincerityn. 真实、诚心诚意、纯真respectv.慎重、谨慎从事、尊重impatiencen.不耐烦、焦躁indifferencen.不关心、不在乎solutionsn. 〔solution的复数形式〕解答、解决〔方法〕；解释SituationII——Note1、findaquarrelinastraw吹毛求疵2、Ifyoudon’ttakehercriticismpersonally,youwon’tbesodefensive.如果你不把客人的责难看作是针对你个人的，你就没必要替自己辩白。3、Myattitudeplaysanimportantrole.态度对问题的解决起着重要的作用。4、beyondone’sreach在某人权限之外5、Theyarealsoofnohelp.那也于事无补。PartTwo—PracticetheFollowingListeningPracticeRoleplayMatchingPracticalReadingTranslationWritingListeningPracticeYouwillhearsomecomplaintsfromtheguests.Listentothemcarefullyandchoosethemostappropriatereplytoeachofthem.1、A.What?It’simpossible.B.Sorry,sir.Theremustbesomemisunderstanding.C.Sorry,sir.I’llbringyouanotherbottle.D.Sorry,sir.I’llbringittothechef.2、A.Oh,sorry.Buthowcanitbe?B.I’mverysorry.I’llbringittothechefandseewhathecando.C.Sorry,shallIhaveitcookedagain?D.Sorry,I’llhavethemprepareanotheroneforyou.Howdoyouwantit?3、A.Thankyoufortellingusaboutthis.Iwillattendtoitimmediately.B.Sorry,theremustbesomemistakes.C.Sorry,sir.ButIcandonothingaboutit.D.Sorry,Iassureyouitwon’thappenagain.4、A.Sorryforthemistake.B.We’resorryforthedelay.I’lltellthecheftohurry.C.Thankyoufortellingusaboutit.D.Sorry,butwhatyouorderedtakesquiteawhiletoprepare.5、A.I’mreallysorry.I’llgetthemanager.B.Dopleaseacceptmyapologies.Weassureyouthatitwon’thappenagain.C.I’mverysorry.I’llbringyouaclothimmediately.ShallIclearitupforyou?D.Sendusthecleaningbillandwewillrefundthecosttoyou.Roleplay——HandlingComplaintsSupposingyouareareceptionistinahotel,andnowMr.Whitecomestocomplaintthesweateryousentbackshrankbadly.Pleaserecommendsomewaysofhandlingcomplaintstohimandgivethesolutionstocustomers.A.AggressiveB.LaughterC.AngerD.MildE.BoredF.HappyoramusedG.SadH.EaseI.HateMatching——Matchthefollowingfacialexpressionswiththeirdescription.A.AggressiveB.LaughterC.AngerD.MildE.BoredF.HappyoramusedG.SadH.EaseI.HateMatching——Matchthefollowingfacialexpressionswiththeirdescription.A.AggressiveB.LaughterC.AngerD.MildE.BoredF.HappyoramusedG.SadH.EaseI.HateMatching——Matchthefollowingfacialexpressionswiththeirdescription.A.AggressiveB.LaughterC.AngerD.MildE.BoredF.HappyoramusedG.SadH.EaseI.HateMatching——Matchthefollowingfacialexpressionswiththeirdescription.A.AggressiveB.LaughterC.AngerD.MildE.BoredF.HappyoramusedG.SadH.EaseI.HateMatching——Matchthefollowingfacialexpressionswiththeirdescription.A.AggressiveB.LaughterC.AngerD.MildE.BoredF.HappyoramusedG.SadH.EaseI.HateMatching——Matchthefollowingfacialexpressionswiththeirdescription.A.AggressiveB.LaughterC.AngerD.MildE.BoredF.HappyoramusedG.SadH.EaseI.HateMatching——Matchthefollowingfacialexpressionswiththeirdescription.A.AggressiveB.LaughterC.AngerD.MildE.BoredF.HappyoramusedG.SadH.EaseI.HateMatching——Matchthefollowingfacialexpressionswiththeirdescription.A.AggressiveB.LaughterC.AngerD.MildE.BoredF.HappyoramusedG.SadH.EaseI.HateMatching——Matchthefollowingfacialexpressionswiththeirdescription.PracticalReading：Choosethebestanswer：1.Accordingtothepassage,whichofthefollowinghaschangedthemostinthelast500years?A.foodB.chocolateC.potatoD.coffee2.“Some〞in“somestillexisttoday〞means_________________.A.somecocoatreesB.somechocolatedrinksC.someshopsD.someSouthAmericanIndians3.Coffeeoriginallycamefrom___________________.A.BrazilB.ColombiaC.EthiopiaD.Arabi4.TheArabiclegendisusedtoprovethat_______________________.A.coffeewasfirstdiscoveredbyKaldiB.coffeewasfirstdiscoveredbyKaldi’sgoatsC.coffeewasfirstdiscoveredinSouthAmericancountriesD.coffeedrinkswerefirstmadebyArabsTranslationTranslatethefollowingsentencesintoEnglish1、这是不收费的，由我们餐厅免费赠送，请慢用。Itisfreeofcharge.Itiscomplimentsofourrestaurant.Enjoyyourdinner.2、感谢您告诉我们，先生。请您放心，这样的事不会在发生了。Thankyoufortellingus,sir.Iassureyouitwon’thappenagain.Translation3、请把清理费的账单寄给我们，我们会把钱退还给您，好吗？Wouldyoupleasesendusthecleaningbill?Wewillrefundthecosttoyou.4、我要的是发票，不是收据。Iwanttheinvoice,notthereceipt.5、非常抱歉把您的衣服弄脏了，我马上为您拿布来。I’mawfullysorrytostainedyoursuit.I’llbringaclothforyouimmediately.B.TranslatethefollowingintoChinese贵宾们，女士们、先生们：我为能在此设宴招待威廉斯副总统和夫人以及其他贵宾而深感荣幸和愉快。我愿借此时机向各位来宾表示热烈的欢送。我此时的心情可以用孔子在?论语?中的一句话来表达：“有朋自远方来，不亦乐乎。〞显而易见，威廉斯副总统的这次访问说明了阁下愿意继续推进我们两国之间友好合作关系的决心。我深信，两国高层领导人之间的频繁互访，不仅有助于我们两国之间关系的改善，而且还有助于亚太地区，乃至整个世界的和平与稳定。Nowthatyourtouristshavecomplainedabouttheservicestandardsofyourrecommendedhotel，pleaseexplainthereasonsandmakeanapologytoyourtourists.Writing——WritinglettersonClaimsSupposingastheheadofapackagetourfromNewYork,youareaskedtowriteacomplaintlettertothetravelservice,complainingaboutthemissingmeetingofthetourguidewhenyouarrivedattheairport.Then,asastaffmemberofthetravelservice,afteryoureceivetheletter,writeacorrespondinglettertoit.Task:PartthreeKnowSomethingaboutSocialEtiquetteChineseConceptsSupplementsFuziMiaoinNanjingSupplementsJiangnanGongyuan