Unit 14 Handling Complaints and Emergency Cases. Topic 1: At the Travel Agency Background Information Even a well-planned trip may go wrong during the.

Unit 14 Handling Complaints and Emergency Cases

Topic 1: At the Travel Agency

Background Information

Even a well-planned trip may go wrong during the operation due to various causes; guide must be prepared to deal with various complaints. Phrases like, “I understand how you feel”, “I see”, “I apologize”, “I am sorry”, “I can see how you might feel that way” may make customers feel that they have been heard.


Situational Dialogue

Mr. White is complaining his dissatisfactions with his family’s trip to China at the travel agency.(A: Manager at The Travel Agency B: Mr. White)A:Good afternoon, sir. May I help you?B:Good afternoon. I just came back from one of your tours and now I come here to complain about your staff. A:I’m sorry to hear that, sir. May I know what is wrong?B:When I ask for help, she was always impatient.



A:I do apologize on behalf of our travel service for having caused you so much troubles and inconvenience for your travel. B:And I think there were too much additional shopping sites.A:OK, let me write down all the details. Thank you for pointing out these problems. I will contact with the guide and investigate it immediately.B:I hope you can give me a satisfactory solution to this matter.



A:Yes, we will. And I promise you that we will do much better next time.B:That’s fine. Thank you.A:You are welcome, Mr. White. If there is anything else I can do for you, please don’t hesitate to call me.


Vocabulary

additional 额外的apologize 道歉


Notes

1.complain about… 抱怨，诉苦Eg. I complain about the bad treatment. 我对自己受到的不公正待遇表示不满。2.on behalf of… 代表Eg. I will deal with this matter on behalf of our clients. 我谨代表我们的顾客来解决这个问题。3.don’t hesitate to… 毫不犹豫的，立刻，马上Eg. Please don’t hesitate to contact me if you have any questions. 如有问题，敬请联系我们。


Useful Sentences

For a travel agency1.I do apologize on behalf of our travel service. 我谨代表我们旅行社向您表示歉意。2.Sorry, we’ll take action right away; don’t worry about it, please. 对不起 , 我们马上采取措施。请不要着急。3.Do believe we understand your frustration at this moment and try all our best to help you. 请相信我们很理解你此时沮丧的心情并且会尽力帮你的。


Useful Sentences

4.I’m afraid I can’t do that for you. It’s against our regulation. 抱歉我不能为你做那件事，那是违反我们规定的。5.I will ask someone to look into this matter at once to see who is responsible for this mistake. 我会让人立刻去调查此事，看看谁该为这个差错负责任。


Useful Sentences

6.I’m sorry indeed that this happened. But I assure we will make every effort to reduce your losses to the minimum.很抱歉发生了这样的事情。但我向您保证，我们会尽一切努力使您的损失减少到最低限度。7.No problem, sir. We will manage it for you. But we don’t have any vacancy available. Do you mind if…? 没问题，先生。我们会处理的，但是现在没有任何空位，你是否介意……？


Useful Sentences

For a tourist1.I take great exception to the delay.对这次延误我表示抗议。2.That’s entirely impossible to cut it out of the itinerary.我们不能就这样把这个景点从日程表上取消。3.I doubted if I joined the tour for sightseeing or just for shopping! 我不明白参团是为了观光还是仅仅为了购物 !


Useful Sentences

4.I’m very unhappy with your travel agency. I was badly treated by a rude tour guide.我对你们旅行社 (的服务 )很不满意。那个导游对我很粗暴。


Exercises

1. Complete the following dialogue according to the Chinese in brackets and then read it in roles.Mrs. Smith is complaining the service to the waiter.(A: Mrs. Smith B: Waiter)A:Hello waiter, _______________________________(我想对您说几句话。 )B:Yes, Madam. ______________________________(有什么事情吗？ )A:Something wrong? _________________________(我想时发生一些事情了。 ) My husband and I have ________________(等了大约一个小时 ) for our meal!


Exercises

B:___________(我非常抱歉 ), Madam. _____________ (我们的员工今天晚上一直很忙 ) ___________(我马上去处理 ), if possible just telling me what you ordered. 2. Role Play. Make up a dialogue based on the following situation and role-play it to the class.Supposing you are a traveler, you come to the travel agency complaining about the tour guide. You are very unhappy with your travel agency. You were badly treated by a rude tour guide. A receptionist at the travel agency is receiving you and then asks for more details.


Knowledge Links

How to Deal with Tourists’ ComplaintsSince tourist guide deals with a wide range of people and each of them having a different character and perception, so the following suggestions are for your references: (1) Building up good relationships with tourists is a sure way to avoid trouble. To be courteous is always helpful to guides.


Knowledge Links

(2) Before you do anything for a complaint, you need to listen and make sure you understand what is being said so that you may avoid any misunderstandings and let the client(s) see your genuine cares for their problems. (3) Whatever the problem, always apologize first then see if you can sort it out.(4) If you can sort out the problem, which may be a case of misunderstanding, then do so confidently and politely.


Knowledge Links

(5) If you can’t solve the problem, repeat the information and write it down, then convey to the tour operator or other units concerned to settle the disputes.(6) Remember to reply to the clients and inform them of the final decisions as soon as possible, asking for their opinions and do apologize to them sincerely.

Topic 2: At the Airport


There are about 2 billion airline passengers every year around the world.Let’s say only 0.001% of those experience a problem, that’s still over 20,000 problems a year.If you would like to complain, please post your specific issues in the appropriate airline complaint site and then post any relevant follow-ups to see if your issues are being addressed by the airline.



If you’ve already sent a letter of complaint to the airline, then please feel free to copy and paste it on the relevant complaint site in order for this system to work effectively, the complaints should be done in an objective, courteous and professional manner, so please keep the venting and ranting to a minimum.



The Whites’ couldn’t find one of their luggages. Now, they are asking for help from a clerk at the airport.(A: Mr. White B: Zhang Li C: Mr. Wang)A:Excuse me, is this all the luggage?B:Yes, I think so.A:I can’t find my luggage. It’s a small bag, light brown.B:Could I see your luggage claim checks and your full name?A:Henry White, here you are.



B:I have it. Just a moment and I’ll check it out for you. (After several minutes) Well, Mr. White, your luggage seems to have been misplaced.A:Where do I go to get help?B:I’m terribly sorry. We’ll get in touch with the airline and try our best to get it back. Please fill out a lost luggage report. (A few minutes later)C:Here is Mr. Wang. I’m in charge of the luggage for the airport.A:Mr. Wang, where can I get my luggage?



C:Mr. White, I’m very sorry for this inconvenience. We are working to correct this mistake immediately.A:How long do you think it might take?C:We’ll need a little more time, because while we should be able to locate your luggage tonight, it will take more time to get it here.A:Well, I’m not leaving until I have my bags.B:Please, Mr. White, let’s proceed to the hotel, where you can rest after your journey and enjoy a fine Chinese meal.A:OK, that sounds good.


Vocabulary

Inconvenience 不便，困难misplace 错放proceed 着手进行，继续进行


Notes

1.lost luggage report 行李挂失单2.proceed to do... 接着做某事；继续进行；前进Eg. I will proceed to get your things back. 我会帮你把东西取回来。


Useful Sentences

For a clerk1.Do you have your claim ticket? 您有行李票吗？2.Please fill out this claim form with your check number. 请把你的行李号码填写在行李遗失申报表中。3.How many pieces of luggage are missing? Can you see one like yours on here? Can you describe your luggage? 你总共遗失了几件行李 ? 这里有您的行李吗？请描述你的行李。


Useful Sentences

For a tourist1.Where can I get my luggage? 我在何处可取得行李 ?2.Where do I go to get help?我到哪里去寻求帮助呢？3.Or I’ll write to the tour company and the airline.否则我将向旅行社和航空公司投诉。4.Could you please check it? How long do you think it might take? 是否可麻烦查询 ? 大概需要多长时间 ?


Useful Sentences

5.We may have lost some luggage so we’d like to make a lost luggage report.我们可能遗失了几件行李，所以必须填份行李遗失报告。6.Two. One is a medium-sized hard gray suitcase. The other one is a large leather suitcase with my nametag. It is dark blue.两件。一件是个中型的灰色硬皮箱。另一个是系有我名牌的大型皮制深蓝色行李箱。


Exercises

1. Complete the following dialogue according to the Chinese in brackets and then read it in roles. A:Hello? Is that Mr. Bail?B:Yes, speaking.A:This is John. I’ve been left behind, and what was worse, ___________________. (我迷路了。 )B:Don’t worry. ______________________(你能描述你现在在哪儿吗？ ) A:_______________________________(这儿有一个超市。 ) It’s called Dong Fang.


Exercises

B:I see. ________________________(你走错路了。 ) Now, you’ve got to turn back, walk straight till you arrive at a bus station. Then turn left and go about 200 meters and you’ll find us at the parking lot.A:Oh, gosh, it’ll sure take a long time.B:_______________________________(不，不长，我猜大约十分钟。 ) You can ask a policeman for the way when necessary.A:Thank you.


Exercises

2. Role Play. Make up a dialogue based on the following situation and role-play it to the class.Suppose one of your tourists has lost his passport. As a tour guide, you are trying your best to calm him down and helping him to find the passport through various channels.


Knowledge Links

How to Deal with a Rude Stewardess during a Flight

Ever get ticked-off due to a flight delay? Don’t know what to do when a flight is cancelled? Had to deal with a rude stewardess during a flight? If you’ve said yes to any of these or similar situations, you can find solutions here.First, you’ll need to stay calm and collected. Don’t let your emotions be reflected in the letter other than disappointment and hardship.


Knowledge Links

You want to project a very intelligent and methodical expression of yourself. It’s much harder to reject the complaint of an intelligent and well-thought letter. An intelligent person will know how to sue and to acquire damaging publicity through the press. An emotional, unintelligent, and perhaps “crazy” person won’t know how to do these things. So, use lawyer-like language and be polite (e.g., address the airline as “dear sir/madam” rather than “dear scumbag”).


Knowledge Links

Second, be extremely detailed in your accounts of the events. Provide dates, times, names, and accounts of every action including verbal discussions, etc. The more detailed you are, the more you’ll be able to show that you are a confident and methodical person who needs to be listened to. This will also let them know that you have a case against them. The point is to provide a detailed argument and not seem like you are whining about some bad service. You must make a logical argument.


Knowledge Links

Third, again, be like a lawyer. To support your argument, photocopy of any supporting material including any meeting announcements, invitations to special events, etc. Use these to indicate that you missed them (or part of them) due to the delay or cancellation of the flight (if that’s what happened). Now you’ll really be like a lawyer: you’ll be supporting your arguments with proof. Don’t be shy of sending material. Better to be overly conservative than miss something.


Knowledge Links

Forth, ask for monetary compensation. This usually means a voucher for a flight. Depending on the severity of the situation, they may be obliged to give you more or less. The rule of thumb is that for a cancelled flight where the airline was clearly at fault, they should provide a voucher enough to cover another full flight.


Knowledge Links

Last, make sure to mail the complaint letter to the correct department of the airline. Don’t simply send it to their corporate office. Make sure you find out the address of the complaint department before you leave the airport on the day of the unfortunate event.

Topic 3: At the Hotel


To complain or not? Don’t feel ashamed to complain. Hotels want to know if a customer isn’t happy because that gives them the chance to win them over and gain their loyalty. It could prompt the hotel to turn things around for you.Travelers should also avoid being disappointed by obvious things like a lack of ocean views by checking their hotel’s online reviews first. Then how to make a complaint?



Talk to the right person. Don’t vent to random strangers, which can increase your sense of victimization. For minor issues, speak to the front desk. For bigger problems, ask for the duty manager. Be polite. We all know it pays to be polite, right? Well, it’s true. Hotel staffers will go to great lengths to appease guests, but it’s kind of hard if you’re throwing furniture or lunging at our throat. Be sure before you accuse, you’ d better call the hotel manager, saying that the housekeeper stole their tiara (or whatever).



Ask for what you want. Ask for the compensation you think you deserve, and be reasonable in your request. In today’s economy, hotels aren’t particularly enthusiastic about doling out freebies if we’re not at fault. If we messed up, however, the matter should be resolved to your satisfaction.Complain up. If you have a problem after check-out, send an email to the hotel’s manager, who can copy it to other departments and possibly fix the problem quickly. If you’re not satisfied, forward the message to hotel ownership or the management company.



These individuals loathe complaints and will get to the bottom of things fast. You can also dispute erroneous charges with your credit card company.



Scene 1 Mr. White is calling a housekeeper for a repairment of their telephone and shower curtain.(A: Housekeeper B: Mr. White)A:Good morning. Housekeeping. May I help you?B:Good morning. My children were playing hide-and-seek in the room and had the telephone and shower curtain damaged.A:I’m sorry to hear that. I’ll send a repairman to your room right away.



B:Thank you.A:And I’m afraid you will have to pay for the damage according to the hotel’s regulation.B:That’s all right. How much shall I pay?A:The repairman will tell you later.B:I see.A:Could you tell me your name and room number, sir?B:It’s Henry White from Room 506.A:Thank you, Mr. White. Goodbye.



Scene 2Mrs. White is asking a housekeeper to clean their smelly room.(A: Housekeeper B: Mrs. White)A:Housekeeping. May I help you?B:Yes. The room is smelly and there is someone’s hair on my bed. I didn’t expect such things would happen in your hotel. A:I’m sorry to hear that, Mrs. White. Which room are you in?



B:I’m in room 506.A:I see. I’ll send a housemaid to your room at once. She will bring air freshener and make up the bed again for you. We do apologize for the inconvenience. Is there anything else I can do for you?B:Yes, the people in the next room are a little loud. Could you do something about it?A:Of course. And do you know from which room did the noise come?B:I don’t know the number, but it’s definitely the room that’s next to the stairs.



A:Thank you. We’ll take care of it. Please let us know if there’s anything else we can do to make your stay more comfortable. B:That’s fine. Thank you. A:You’re welcome, Mrs. White. My name’s Wang Hua, and if there is anything else I can do for you, please don’t hesitate to call me.


Vocabulary

air freshener 空气清新剂play hide-and-seek 捉迷藏regulation 规定，条例repairman 修理工smelly 有臭味的shower curtain 浴帘


Notes

1.pay for 偿付，付款Eg. I think you should pay for the loss caused by your negligence. 我认为你要为自己的粗心大意而赔偿我们的损失。2.make up… 补偿；铺床Eg. I could make up a bed for you on the couch. 我把沙发整理一下给你当床用吧！3.next to… 挨着，紧接着Eg. There is a little girl sitting next to him. 他旁边坐着个小女孩。


Useful Sentences

For a housekeeper1.What’s the trouble？哪儿坏啦？2.We can have it repaired．我们能找人修理。3.Please wait just a few minutes．请稍等几分钟。4.I’ll report it to my manager. 我将向我的经理汇报这件事｡5.Don’t worry, madam. We’ll see to it. 夫人，别担心，我们会调查的｡


Useful Sentences

6.We’ll send someone to repair it immediately．我们会马上派人来修的。7.Some part needs to be replaced ． I will be back soon．有个零件要换了。我片刻就来。8.I’ll send for an electrician from the maintenance department．我去请维修部的电工来。


Useful Sentences

9.Smoke detector is flashing, sir. Is there anything burning in your room? 烟雾探测器在闪烁，先生。您房间里是有什么东西烧着了吗？10.I’m sorry to hear that. What can I do for you? Shall we send her to the hospital? 非常遗憾。我能为你干些什么？我们需要送她到医院吗？


Useful Sentences

11.Our Housekeeping Department has a very good babysitting service. We have spare-time babysitters. 我们的客房服务部能提供方便的托婴服务。我们有兼职保育员。For a guest1.The toilet doesn’t flush．抽水马桶不放水了。2.The water tap drips all night long．水龙头一整夜滴水。3.There seems to be something wrong with the toilet．我房间里的抽水马桶好像出了点毛病。


Useful Sentences

4.My wife and I want to go out this evening. So, can you look after the baby? It’s till midnight.我和我夫人今天晚上要出去｡你能在午夜前帮我们照看一下婴儿吗 ?


Exercises

1. Complete the following dialogue according to the Chinese in brackets and then read it in roles.Sandy Green is complaining to a housekeeper.(A: Housekeeper B: Mr. Green)A:Housekeeping. How can I help you?B:I’m phoning to report I’ve lost a bag.A:______________________________________________________________ (真抱歉｡先生，请问您贵姓？房间号码多少？ ) B:It’s Mr. Green from Room 2608.


Exercises

A:_________________________________________(我们检查一下您的房间，行吗？ )B:No, I don’t think it’s necessary. I’ve already search it inside out.A:________________________________________________________________ (请您详细描述一下您的包，好吗？ ) I’ll keep a record.B:Yes, of course. It’s a dark blue, medium-sized canvas bag.A:_________________________________________________(里面有什么东西？ )


Exercises

B:A camera, two books, a mobile phone, and notes taken on higher education in China.A:_______________________________________________________________ (您是何时何地最先发现丢了包的？ ) Mr. Green? B:After lunch in the Souvenir Shop.A:When will you be checking out, Mr. Green?B:Tomorrow morning.A:________________________________________________________________ (我们会在尽可能短的时间内找到您的东西的｡ )


Exercises

B:Thank you.2. Role Play. Make up a dialogue based on the following situation and role-play it to the class.Mr. Green in room 268 called a Housekeeper, and said that his wife had a stomachache. You and your partner should play the role of the Housekeeper and Mr. Green.


Knowledge Links

How to Handle Hotel Costumer ComplaintIn a service industry like tourism, it’s inevitable that a guest will lodge a complaint. As the old saying goes “The customer is always right.” First of all, smile, listen, be courteous, and see what can be accomplished that is satisfying to both the customer and the hotel you work for.


Knowledge Links

Listen to what they say very carefully and say “oh, really, I’m sorry for the inconvenience, I’ll get right on that” and then to be as polite as possible even if they start yelling. You just stay calm and usually people complain about things that can be fixed easily. The main thing is just to be as polite as you can even if you want to drive a brick into their skull.Finally, not every dissatisfied guest will make a complaint. Therefore, complaints must be viewed as valuable sources of intelligence about possible issues that may need attention.

　　　谢　　谢！

Unit 14 Handling Complaints and Emergency Cases. Topic 1: At the Travel Agency Background Information Even a well-planned trip may go wrong during the.

Documents

travel agency notes

travel agency exercises

travel agency useful

travel service

im sorry

im afraid

following dialogue

good afternoon