Page 12016-1-5 Presentation Chapter 21 Handling Problems and Complaints.

page 123/4/21 Presentation

Chapter 21Handling Problems and Complaints


• Part I Dialogues

• Part II Vocabulary Study

• Part III Listening and Speaking

• Part IV Practical Writing

• Part V Feature Reading


Dialogue 1 Slow Delivery of Luggage

Context: A room guest who has just checked in calls the Bell Service, complaining about his luggage not being sent up.Pre-listening questions: 1) Why is it that the delivery of luggage is slow today?2) How does the clerk apologize to the guest?

Staff: Good afternoon. Bell Service. Li Wen speaking.

Can I help you

Guest: Yes, I checked in half an hour ago. Why hasn’t

My luggage been sent up yet?


Staff: I’m sorry, sir. May I know your name and room number, please?Guest: Tom Bluster,Room1226.Staff: I’m sorry, Mr. bluster. Two travel groups were checking in this afternoon, and the luggage has to be sent one floor at a timeGuest: How long need I wait for it?Staff: Don’t worry , Mr. bluster. I’ll check them for you. Would you please give me some features of your luggage.Guest: Certainly. I have three bags. One is a small black suitcase and the other two are bid brown suitcases.Staff: Is your nametag attached to it?Guest: Yes.


Staff: Just wait a moment, please, …Oh, Mr. bluster, sorry to have kept you waiting. Your luggage is already on the way.

Guest: Thank you.

Staff: You’re welcome.


Dialogue 2 A Mistake in a Table Reservation

Context: Mr. King, together with three of his colleagues,

Is at the hotel restaurant.

Pre-listening questions:

1) What did the restaurant promise to offer to the

customers?

2) How does the clerk apologize to the guest?


Staff: Good evening, madam. For how many people?

Guest: A party of four.Staff: Do you have a reservation?Guest: Yes, we do. We have booked a table for four.Staff: May I have the name, please?.Guest: The name is Reynolds.Staff: Yes, madam. One moment, please. I’m afraid There’s no table reservation marked in that name, madam.Guest: But I called myself only this afternoon and I was promised a window table.Staff: I see. There must be some mistake, madam.Guest: Then what’s to be done?Staff: Ah, we could give you a pleasant table in the


Jingtai room ,though it is not a window table.

Guest: Well, I suppose we will have to manage with that, but

I must tell you I’m disappointed with your service.

Staff: I’m sorry indeed that this should have happened. But I

assure you we will make every effort to make your

evening here a pleasant one.

Guest: We do wish to enjoy your good service.


Context: Mr. Morris calls the room center complaining about his room not room not being cleaned.


1) What problems is the guest complaining about?

2) How does the clerk apologize to the guest?

Dialogue 3 A Complaint about Room Cleaning


Staff: Good evening. What can I do for you, sir?

Guest: Quite a lot. It is hard to believe that my

room has not been cleaned so far.

Staff: I’m sorry. It must have been an oversight

by housekeeping.Guest: An oversight? What can be more annoying when you asked for dry-cleaning and have been told they are unavailable.Staff: Thank you for pointing out this problem. I will investigate immediately.Guest: Besides, no one would like to stare at the same two apples 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’s unbelievable.

Staff: I will report to the manager why you have

not experienced our usual good service.

Guest: Shall I have to go on putting up with such

a room maid? She is rude, never saying

“Good evening” and always slamming the

door hard when she finishes turn-down

service.Staff: I do apologize that you have been troubled sir. Your room has not been cleaned today,


You have had the same fruit, three bags rarely occur in the room and the room attendant is always rude. Is that correct, sir?Guest: yes, I don’t want to suffer any more.Staff: I assure you the problems won’t happen again. We will take action immediately after our investigation. We are sorry again.


Context: A guest received an annoying call in his room. He complains to the operator.


1) What does the annoying call ask the guest to do?

2) What does the clerk do after the investigation into this matter?

Dialogue 4 A complaint about an Annoying Call


Staff: Good evening. How can I help you?

Guest: Yes, a moment ago I received a call and told if.

….

Staff: I’m sorry, sir. What’s the problem?

Guest: I don’t want to be interrupted. Will you be

patient? Where was I? Yes, I just received

an annoying call asking me if I need a

massage. I was already sleeping.

Staff: I ‘m sorry, sir. Can you tell me your room

number and name, please?


Guest: Room 1709.And the name is Mr. Tom bluster.

Staff: Thank you for pointing out the problem, Mr.

bluster.

Guest: I don’t want any thanks. Just don’t leave me

disturbed. Why did your operator put through

the strange phone calls to my room?

Staff: I will ask our duty manager to check our phone

records and give you feedback very soon.

(Fifteen minutes later)

Manager: Good evening, Mr. Bluster. We have

investigated the matter. The annoying call was


from another room. We are sorry

for bringing the trouble to you. But

you don’t need to worry. This won’t

happen again.

Guest: Thank you. I hope so too. Good night.

Staff: I hope you will have a good sleep.

Good night.


Vocabulary Studybell service

check in

send up

at a time

nametag n.

be attached to

on the way

assure v.

so far

make every effort to do

行李服务

入住登记

送上楼

每一次

行李牌

附在… ..上

在途中

保证 ,担保

到目前为止

竭尽全力做……


oversight n.

housekeeping n.

annoying adj.

Extra adj.

unavailable

point out

investigate v.

variety n.

out of season

unbelievable adj.

疏忽

客房部

恼人的，讨厌的

另外的，额外的

不能获得的

指出

调查

变化

不当季，下市

令人难以置信的


put up with

room maid attendant

slam v.

turn-down service

take action

massage n.

disturb v.

operator n.

put through

feedback n.

忍受

客房服务员

砰地关上

开夜床服务

采取措施

按摩

打扰

（电话）接线员

接通（电话）

反馈，回馈


Exercise 1:

Match the expressions on the left with the best meaning

on the right.

1. -----nametag a. an unintentional omission or mistake2. -----assure b. the return of information about the result of a process or activity; an evaluative response3. -----oversight c. to interfere with; interrupt4. -----disturb d. to make certain; ensure5. -----feedback e. a badge of personal identification worn to permit access to areas, such as government installations or industrial

plants, or gatherings, such as conventions

or sales meeting


Exercise 2:

Complete the following with words or expressions

from the dialogues.

1. Due to the large number of guests in a hotel, a nametag

is usually a -------to the luggage to ensure the luggage

can be sent to the guest properly and timely.

2. Every department and staff member in a hotel should

make every to avoid any o---- as possible.

3. When guests produce complaint of any kind, the staff

member should i------ it immediately and then take action

timely.


4. The o------ should notice not to put through any

strange phone calls disturbing the guest.

5. The r----- ------- should be polite and careful when

offering service to guests.


1. Functional Sentences向客人道歉

I’m (so/terribly) sorry _____,sir/madam .

to bring you the trouble

to have kept you waiting ]

about the inconvenience

you have been troubled

it must have been troubles

it caused you so many troubles

it has inconvenienced you


We do apologize for_______

the damage

the inconvenience

any mistakes


了解情况

Excuse me, sir/madam. Would you please______

give me some features of your luggage

give me some details

tell me what happened there


简单评论

Thank you for ___________. We will

investigate immediately.

bringing it to our attention

pointing out this problem

your cooperation and understanding


抚平客人情绪

I assure you/I guarantee that______.

this won’t happen again

from now on you don’t need to worry.

I understand how you feel and we’ll try to do our best to help you.


2. Answer the following questions

a. What would you say to a guest who has been upset?

b. Should you blame someone else when a guest complaints? What words are appropriate?

c. Would you give excuses to answer the guest’s complaint? What comments are appropriate?

d. If a guest has lost his camera, what would you say?

e. If a guest complained that their room was not cleaned the previous day, what would you say when you telephone the guest the following day?


Exercise 1: Listen to the short dialogues.

Fill in the blanks. Then practice with your partner.

Dialogue 1

Guest: I have been waiting for the taxi for 15minutes, why? I have an urgent ___with my business associate at 7:20 p. m

Staff: ___, sir. It’s raining now, so tax___. Our bellman is trying to get a taxi for you now. Please___. I think it will come very soon. Guest: Ok, thank you.Staff:_____________


Dialogue 2Guest: Your refrigerator in the room makes a lot of noise, I can’t sleep the whole night last.Staff: ___. May I have your__, please? Guest: Room 1120.Staff: I’m ___ that, Mr. Mark. First I will call your ___to __right now. If you had told us last night, we___ quick action then.Dialogue 3Staff: Good evening. How may I help you?Guest: Why didn’t your room attendant bring __in my room? I don’t have any towels at all!Staff: Oh, ___that. It__ for the room attendant to be careless. I will call the room center now. Guest: it won’t keep me waiting long, I hope.


Dialogue 4Guest: I ordered a steak from__ at 8:00 P. m, and the meal arrived at 8:40 p. m . And the waiter brought lamb cutlets. The___.Staff: And you ___. Is that correct?Guest: And now?Staff: I will have a waiter____ to your room immediately. The steak___.


Dialogue 5Staff: Head waiter, I want to have a word with you.Guest: Yes, madam. Is there___?Staff: Something wrong? I__ there is something wrong. My husband and I have___ nearly an hour for our meal!Guest: I’m___, madam. Our staff has been kept___ this evening. I will___. Now, if___ just telling me what you ordered.Dialogue 6Guest: Hello, speaking. Staff: Good afternoon, Ms. Green, this is Amanda ___you spoke to yesterday evening.___ you ask if your room__ today?.Guest: Yes, the bathroom is quite clean now.Staff: I’m___.


Exercise 2: Listen and fill in the missing information.

Guest’s name:____________

Room No.:__________

Property lost:________

Material: _______ Brand:______

Value: ___________________

Time when it was last seen:_____________

Place where it was last seen:__________

Personnel the guest wants to see:__________

Personnel available:____________


Exercise 3:Listen and fill in the blanks.

Guest: My name is------and my room number is----.Someone has stolen my gold----Staff: I’m sorry to hear that. Would you please come with me to my office and tell me---there, madam? Guest: Ok (They go inside the reception office.)Staff: Are you sure that---in your room?Guest: Yes, I have looked everywhere in my room and couldn’t find it.Staff: Ok. When and where-----?Guest: Last night I took it off before I went For a shower and--- after the shower. And this morning I left the hotel in a hurry without wearing it. Staff: ---That you didn’t wear it this morning?Guest: Yes, I’m positive.


Staff: Did you remember to---before you left?Guest: Yes, I think I did. It has to be one of your maids who look it. I want my necklace backStaff: Please----, for example, the shape, color, material, brand and the---Guest: It is silver and gold---, covered with---. The brand is---. It costs---HK dollars. Staff: Well, I---and we’ll try to---you. But first the housemaids will go to your room and look for it again thoroughly. If she finds it we’ll all be happy. If she doesn’t we’ll report the matter to the police. But I must say that the hotel can’t---for your loss. You---your gold necklace away at the hotel’s---. Guest: That just isn’t good enough. Get me---. I want to speak to him right now. .


Staff: I’m sorry, madam. Our general manager is not

available now. but I’ll---for you if you like. We have

very clear instructions about valuables and we must

follow them. And now if--- I’ll go and find our assistant

manager for you.


Exercise 4: Complete the dialogue orally with the Chinese prompts.

Guest : Boy, come here. Staff:--------( 您吃的满意吗？）Guest: No. the steak was recommended, but it is not very fresh.Staff: ---------- （真对不起，我给您换一盘．）Guest: So what? It is not fresh and I’m not happy about it.Staff: -------- （很抱歉，先生．您想要试其他东西吗？我们可以免费送您食物）Guest: No. I don’t want to try something else, and find it is not fresh again!Staff: －－（来一份美味的甜食，免费送您，好吗？）Guest: I’m not so keen on desserts as a habit. They’re fattening.Staff:-------- （那好，先生，这您的帐单，我已经把牛排划掉，请问您住几号房？）


Guest: Room 1108

Staff:------( 请在帐单上签名．我保证您下次来的时候一切都会好的．）

Guest: Don’t be so sure of it yet. I’m very critical and demanding.

Staff: ------- （我们对我们的厨师很有信心，只要再给我们一次机会，您会发现这家餐馆是名副其实的．）

Guest: All right. I’ll come again.

Staff:-------- （非常感谢，先生．）


Exercise 5: Role Play

两位客人在饭店餐厅用过晚餐后，向餐厅领班投诉食物过冷且服务太慢（ slow service ） . 他们对餐厅服务质量（ quality of service ）与服务员态度（ staff’s attitude ）非常不满．他们还要求找餐厅经理理论理论（ to settle the problem ），但餐厅经理不在（ unavailable ）．假如你是餐厅领班，你的同学是客人，请在课堂表演如何处理此事

一位客人在饭店送餐中心（ room service center ）预订了早上七点钟的房内早餐送进房时已经是七点三十．因为他要赶三十分钟的路程去赴一个八点钟的约会（ to fill an eight o’clock appointment ），所以没有时间吃早餐．事后，他找到前台投诉，并要求饭店第二天为他提供一份免费早餐（ a complimentary meal ）．假如你是前台接待员，你的同学是客人．请在课堂表演如何处理此事．


• 贝希伦（ Bachran ）女士在前台退房．客房服务员检查（ inspect ）了房间，发现遗失了三条浴巾（ bath towel ）．前台得知后，要求贝希伦女士赔偿１２０元人民币．贝希伦女士很生气，他拒绝支付浴巾赔偿费（ towel fee ）．值班经理被叫了过来．他向客人做了解释，没有让贝希伦女士付浴巾赔偿费．假如你是前台接待员和值班经理，你的同学是客人．请在课堂表演如何处理此事．


Responding to Complaints by Guests

处理回复客人的投诉信是饭店形象，表达商誉的重要手段．首先，要表示同情，承担该承担的问题，重点放在问题及解决方案上，尊重对方，不要伤害对方的个性及感情，设身处地为客人着想．无论你是否同意对方的观点，在回信中应当使用善解人意的口吻．比如，可以说，“”，　而不要说，“”．信写好后，必须检查一遍，一确认信中内容符合饭店相关原则，如补偿措施，赔偿措施，责任等．


　　 -------( 饭店名称及地址 )　　 ---------(写信日期 )　　 Re:----(主题 )　　 Dear---,( 客人姓名 )　　 I’m writing with reference to---( 投诉内容或情

况 )of---(日期 ).　　 First, I apologize for the

inconvenienced/distress/problems created by our error/failure.

We take great care to ensure that important matters such as this are properly managed/processed/implemented, although due to---(),so on this occasion an acceptable standard has clearly not been met/we have clearly not succeeded in meeting your expectations.


In light of this, we have decided to-----(),which we hope will be acceptable to you, and hope also that this will provide a basis for continuing our relationship/your continued custom.

I will call you soon to check that this meets with your approval. (Please contact me should you have any further cause for concern.)

your.,


• Exercise: Find out if the following response letter can satisfy the complaining guest. If not, try to improve it.


There is an old story about this couple who went on vacation and stayed overnight at a well-known hotel. They had an uncomfortable night’s sleep and woke to

find their bed infested with bed infested with bedbugs()! They were naturally angry and vowed() to write a nasty letter of complaint to the owner of the hotel, which they did when they got home. Several weeks later, they received a reply from the hotel

owner.

Reply from president:


Dear Guests, I was extremely disturbed to hear about your

unfortunate experience at one of our hotels ,Let me assure you that I personally have looked into the matter and have fired the person responsible. We pride ourselves on having the best

accommodations available, and just the thought of allowing insects in any of our hotels makes my blood boil.

Enclosed you will find a coupon allowing you to stay at one of our hotels for two nights, free of charge. Please, again, accept my sincerest apologies. Yours truly, Hotel Owner


Guidelines for Handing Guests’ Complaints

Pre-reading questions:

1) Why do guests make their complaints about a hotel?

2) Are all hotel guests’ complaints the same?


Dealing with guests’ complaints is important in

meeting guest expectations.

Guests will sometimes be disappointed or will find

fault with something or someone at the hotel. The

hotel should be especially attentive to guest with

complaints and should find timely and satisfactory

resolutions to the problems.

Guests’ complaints fall into four types: mechanical

complaints, attitudinal complaints, service-related

complaints, and unusual complaints. All guests’


complaints deserve attention. Hotel management should encourage and settle guests’ complaints .When handling guests’ complaints, the employees And management staff should keep the following in mind: In order to avoid risking potential danger, do not go alone to a guestroom to investigate a problem, for a guest may be quite angry at the moment the complaint arises. If a problem cannot be resolved ,admit this to the guest early. Honesty is the best policy when dealing with guest complaints. Some guests complain as part of their nature. Have an approach for dealing with such guests.


To be more specific, the following rules will help

management staff to handle complaints effectively in a

professional manner:

Listen with concern and empathy.

Isolate the guest if possible, so that other guests

won’t overhear.

Stay calm, and avoid responding with hostility or

defensiveness. Don’t argue with the guest.

Be aware of the guest’s self-esteem. Show a

personal interest in the problem. Use the guest’s name


Frequently. Take the complaint seriously.

Give the guest your undivided attention.

Concentrate on the problem, not on placing blame.

Do not insult the guest.

Take notes and write down the key facts. It

saves time if someone else must get involved.

Besides, guests will tend to slow down when they

are speaking faster than you can write. More

important, the fact that a management staff member

is concerned enough to write down what they’re

saying is reassuring to guests.


Tell the guest what can be done, and offer

choices. Don’t promise the impossible, and don’t

exceed your authority.

Set an approximate time for completion of

corrective action. Be specific, but do not

underestimate the amount of time it will take to

resolve the problem.

Monitor the progress of the corrective action.

Follow up even if someone else resolved the

complaint; contact the guest to ensure that the


.

problem was resolved satisfactorily, report the entire event, the actions taken, and the conclusion of the incident.


Exercise 1:Put the following into Chinese.

To meet guests’ expectation

Service-related complaint

To handle complaints effectively in a professional manner

To promise the impossible

To understate the amount of time

To find fault with Unusual complaint

The guest’s self-esteem

To exceed one’s authority

monitor

Mechanical complaint

To avoid risking potential dangers

To take the complaints seriously

To set an approximate time

To follow up

Attitudinal complaint

To complain as part of their nature

Key facts


Exercise 2: Multiple choices

1. According to the passage, which of the following is the reason that some guests complain about the hotel.

a. Some guests are not satisfactory with something or someone in the hotel.

b. Some guests like complaining bu nature.

c. There are some guests who tend to find fault with the hotel.

d. All of the above.


2. What should a staff member do if a complaint cannot be resolved indeed?

a. Promising the guest it will be settled in the future.

b. Admitting it to the guest honestly early.

c. Giving no feedback and let it be.

d. Telling the guest it is being discussed by the management.


3. What should (not) a staff member do to show the complaint is being taken seriously?

a. Isolate the guest so that other guests won’t overhear.

b. Don’t argue with the guest.

c. Take notes and write down the key facts.

d. Do not insult the guest.


4. After the resolution of the complaint, what else should be done according to the passage?

a. Have a talk with the guest.

b. Have a talk with the staff involved.

c. Declare the result to all the staff.

d. Report the entire event, the actions taken, and the conclusion of the incident.


5. Which of the following statements is TRUE according to the passage?

a. Since some complaints are not reasonable, it is not necessary to take every complaint seriously.

b. Complaints reveal the dissatisfaction of the guest, so the hotel had better discourage complaints.

c. To show the sincerity on the part of the hotel to handle the complaints, the staff members should promise a time-limit as short as possible.

d. When dealing with the complaints ,a staff member should listen attentively, patiently and politely, and take notes if necessary and if possible.

Page 12016-1-5 Presentation Chapter 21 Handling Problems and Complaints.

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