(西餐英语)Module-Two-Unit-6-Dealing-with-Emergency-特殊情况处理课件.ppt（纯ppt,可能不含音视频素材）

1、(西餐英语西餐英语)Module Two Unit 6 Dealing with)Module Two Unit 6 Dealing with Emergency Emergency 特殊情况处理特殊情况处理2022-12-202Content on the textbook Part I Situational Dialogues Part II Reading Part III Exercise Part IV Cultural Information2022-12-203Students are required to 1.learn some important words and p

2、hrases:look into the matter,compliment,live up to;2.learn how to deal with complaints which is one of frequent emergencies in the restaurant.How To Handle Guest Complaints如何处理客人投诉如何处理客人投诉Explain the common causes for guest complaints.解释出致使客人投诉的一般原因。解释出致使客人投诉的一般原因。List the 4 types of improper attitud

3、e towards handling guest complaints.列举出对待客人投诉的列举出对待客人投诉的4类不正确的态度。类不正确的态度。Analyze the guests reasons for complaining.分析出客人投诉的一般心理。分析出客人投诉的一般心理。Demonstrate the proper steps of handling guest complaints展示出处理客人投诉的合理步骤。展示出处理客人投诉的合理步骤。How Do You Look On the Guest Complaints?怎麽看待客人的投诉？Negative Attitude:消极的

4、态度：Positive Attitude:积极的态度：Complaints Are Opportunities!投诉是机会！Why Guests Complain?客人为什么会投诉？客人为什么会投诉？Subjective Reasons:Subjective Reasons:主观方面的原因：主观方面的原因：1 Not respecting guest 1 Not respecting guest 不尊重客人不尊重客人 2 Not responsible for the job 2 Not responsible for the job 工作不负责任工作不负责任 Objective Reason

5、s:Objective Reasons:客观方面的原因：客观方面的原因：When guests subjectively think that they suffer the troubles caused by staffs misconduct on their job.客人的投诉，是指 客人主观上 认为由于 我们工作上的差错 而引起的麻烦和烦恼，或者损害了他们的利益等情况。Negative Reactionstowards handling guest complaints对待客人投诉的几种不正确的态度Talking Down 压制客人Being Defensive Taking Gue

6、st Complaints Personally 把客人的抱怨看成是个人问题Blaming Another Employee or Department 责怪其它部门的同事责怪其它部门的同事Blaming Guest and Arguing Back 责怪客人或与他们争执Reasons for Complaining客人投诉的一般心理Taking Out Frustration 求发泄的心理求发泄的心理 Making Impression 求尊重的心理求尊重的心理 Wanting Compensation 求补偿的心理求补偿的心理Coping With Irate Guest接待愤怒的客人接待

7、愤怒的客人Facing up the irate guest,your response:Facing up the irate guest,your response:面对愤怒的客人，你的反应是：A Responding Submissively 唯唯诺诺B Becoming Angered in Return 以发怒的方式回敬C Staying Calm and Rational 以平静和理智来消除对方的愤怒Coping With Irate Guest接待愤怒的客人接待愤怒的客人 Ask the guest to talk slower if he or she is yelling.A

8、 fast rate of speech is often accompanied by a louder voice.When yelling guest slow down their speech,their voice leave also go down.Repeat this request as many times as necessary.如果客人大声叫嚷，就请他们慢一点讲话。很快的语如果客人大声叫嚷，就请他们慢一点讲话。很快的语 速，通常会伴随速，通常会伴随 着很大的声音；如果客人谈话的语速放慢了，那麽他们讲话的声音也着很大的声音；如果客人谈话的语速放慢了，那麽他们讲话的声

9、音也 会随着降低。所以有必要需多次重复此要求。会随着降低。所以有必要需多次重复此要求。Add that you intend to help-say:“Please speak more slowly.I can help you better if I fully understand the situation.”可以说：可以说：“请您慢点讲话，如果我能了解发生了什麽事情，我就可以能请您慢点讲话，如果我能了解发生了什麽事情，我就可以能 够更好地帮助您。够更好地帮助您。”Recognize that a problem does exist.Restate the guests view o

10、f what the problem is.我们应意识到客人提出的问题，就是酒店存在的问我们应意识到客人提出的问题，就是酒店存在的问 题。题。要站在客人的立场重申问题。要站在客人的立场重申问题。Coping With Irate Guest接待愤怒的客人接待愤怒的客人 Show concern for the guests feelings 对客人的感受表示同情对客人的感受表示同情 Say:“I can understand why that would upset you.Im sorry you feel that way.”可以说：可以说：“我能理解您为什麽会不高兴，我很抱我能理解您为什

11、麽会不高兴，我很抱 歉会这样。歉会这样。”Coping With Irate Guest接待愤怒的客人接待愤怒的客人 Ask what the guest would like you to solve problem 询问客人愿意以何种方式解决问题询问客人愿意以何种方式解决问题 You will shift the guests focus from anger to problem solving and youll discover ways to negotiate a solution.这样的话，你就把客人的注意力，从一味地发脾气转这样的话，你就把客人的注意力，从一味地发脾气转 移到

12、解决问题上来了。从而来协商解决问题。移到解决问题上来了。从而来协商解决问题。You can say:“What can we do to make you feel comfortable?”可以说：可以说：“您看，我们怎么做比较合适呢？您看，我们怎么做比较合适呢？”Coping With Irate Guest接待愤怒的客人接待愤怒的客人 Also:Provide alternatives if the request cannot be met.如果不能满足客人的需求，那麽就要提供其它选择。如果不能满足客人的需求，那麽就要提供其它选择。You should immediately refe

13、r to your superior if any decision-making is beyond your authority.超过你权限的要求，及你不能够解决的投诉需立即报告给超过你权限的要求，及你不能够解决的投诉需立即报告给 你的直接上级。你的直接上级。Coping With Irate Guest接待愤怒的客人接待愤怒的客人 Never make a haste decision or promise to guest on the things that you are not certain.千万不要遽下决定或轻易向客人承诺连千万不要遽下决定或轻易向客人承诺连 你自己也不能确定

14、的事情！你自己也不能确定的事情！You can say:“Could you please wait a moment,sir/maam?Ill check for you.”你可以说：你可以说：“对不起，先生对不起，先生/女士，请您稍女士，请您稍 等一下好吗？我给您查一下。等一下好吗？我给您查一下。”The Steps for Handling Guest Complaints 处理客人投诉的步骤处理客人投诉的步骤 Listen attentively and show your concern.注意聆听，表示你的关心。注意聆听，表示你的关心。2.Stay calm and rational

15、.Never argue with the guest.Never try to explain yourself.保持冷静和理智，不要争辩、不要解释。保持冷静和理智，不要争辩、不要解释。3.Apologize to the guest for what happened.对客人的投诉表示抱歉。对客人的投诉表示抱歉。4.Address the real problem and show empathy.询问问题，表示同情。询问问题，表示同情。5.Take notes whenever necessary 如有必要，做一下记录。如有必要，做一下记录。The Steps for Handling

16、Guest Complaints 处理客人投诉的步骤处理客人投诉的步骤6.Inform guest what you are going to do and when you will do it OR offer an alternative.通知客人你将如何解决问题，或者提供解决问题的方法。通知客人你将如何解决问题，或者提供解决问题的方法。Take immediate action.Refer to your superior right away whenever necessary.立即采取行动。视需要，立即寻求上级的帮助。立即采取行动。视需要，立即寻求上级的帮助。8.Follow-u

17、p to make sure problem is solved.跟进以保证问题的解决。跟进以保证问题的解决。9.Ask guest to make sure that he/she is satisfied with the result.最后询问客人对处理结果的感觉及满意度。最后询问客人对处理结果的感觉及满意度。ANY QUESTIONS还有问题吗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

18、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。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

19、应礼貌地说“Im 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 Ill 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 wont happen again.”(您尽可以放心，不会再发生这种事情了。)Discussion1)In what kind of situatio

20、ns 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.Read and answer(1)What did the guest complain?(2)How did the waiter handle it?(3)Was the guest satisfied?How do you know

21、that?W:Is everything to your satisfaction?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!Ill look into the matter.D:So what?It is not fresh and Im not happy about it!W:Im sorry,sir.Do you wish to

22、try something else?That would be on the house,of course.How about a delicious dessert,with our compliments?D:No,I dont wan to try something else,and find its 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.Im sur

23、e everything will be all right next time you come.D:All right.Maybe Ill come again.W:Thank you very much,sir.Learn some important words in this dialogue1）在对话中Ill 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.Ca.赞美的话;恭维;敬意(+o

24、n)Its the nicest compliment Ive 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!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 lives up to its name.live up to

25、 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 complaintHow 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 didnt order this fish!我没点鱼！It takes to long to wait!等太久了！The meat is too tough.

26、肉太硬了。The chicken was overdone.It was as tough as leather.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。1)Whats the problem,sir?Can I be of assistance?2)This is quite unusual.Ill look into the matter.3)Ill attend to/take care of this right away4)Im terribly sorry.I can give you something else if youd

27、like.Thatll be on the house,of course.5)Thank you for telling us.Ill speak to our manager about it.Please accept our apology.6)Please feel free to contact us if you have any requests.Facing a complaintTask completing1.Put the following into Chinese:1)The steak is underdone/overdone/raw/bloody/too to

28、ugh/hard/dry!2)Youve been ignoring us all the evening.Weve finished our dinner 20 minutes ago.If you dont bring the bill in the next two minutes,well leave.3)This food tastes strange/funny/awful/bad.4)Im very unhappy with your restaurant service.I was badly treated by a rude waiter.5)The toast is to

29、o dark/too light/burnt/stale/soggy/damp.2.Work in pairs and act out the dialogue with your partner on the given situations.Role playSituation 1:Mr.Stephen finds that the food is not he ordered.He ordered cheese burger.The food brought to him looks like a ham and cheese sandwich,He wants another Mart

30、ini while waiting.You listen to the complaints,apologize to him and offer to change the food and ask him if he wants something else while waiting.Situation 2:One diner complains that the meat is very hard.Its the hardest meat he has ever had.He can not eat it.He wants to know if you have any spaghet

31、ti.If so,he wants to have some.You listen to the diners complaints,apologize to him and tell him well-done meat tends to be harder,and tell him he can order spaghetti or something else.Assignments Discuss after the class:What might the guest complain about in a restaurant?How will you deal with it?Then make your presentation in the next period.