導游服務英語課件：Handling Complaints

HandlingComplaints

Lead-in

Allkindsofcomplaintsmayariseduetothebadweather,delayedflights,accidents,waiter’srudenessinrestaurants,orattendants’badservicesinthehotel.Thesetroublesalwaysmaketouristsannoyedandunhappy.Tohandlecomplaintssuccessfullyhelpstourguidescompletethetourguidingsmoothly.Theskilltodealwithcomplaintssuccessfullyisanecessityforaqualifiedtourguide.

BasicProcedure

1.Beforeyoudoanythingforacomplaint,youneedtolistenandmakesureyouunderstandwhatisbeingsaidsothatyoumayavoidanymisunderstandingandlettheclientsseeyourgenuinecarefortheirproblems.2.Whatevertheproblem,alwaysapologizefirstthenseeifyoucansortitout.3.Ifyoucansortouttheproblem,whichmaybeacaseofmisunderstanding,thendoitconfidentlyandpolitely.

BasicProcedure

4.Ifyoucan’tsolvetheproblem,repeattheinformationandwriteitdown,thenconveytothetouroperatororotherunitsconcernedtosettlethedisputes.5.Remembertoreplytotheclientsandinformthemofthefinaldecisionsassoonaspossible,askfortheiropinionsanddoapologizetothemsincerely.

Complaints

Topic1:SpeakingHandlingComplaintsattheRestaurant

ComplaintaboutHousekeepingService

Training

123Topic1:Speaking

Activity1:Reading

Readthetwodialoguesandpractice.Learnthewordsandexpressions.Speakoutthemainideaofthetwodialogues.Topic1:Speaking

Activity2:Roleplay

Task

Inarestaurant,oneofyourtouristsclaimsthattheseafoodisnotfresh,butthewaiterignoresthecustomer.Yourtouristisangrywithhisrudeness,andyouhelphimsolvetheproblem.

Topic1:Speaking

Activity2:Role-play

Requirement

First,disscusstherole-playwithyourgroup,andthenpracticewhatyouwouldsayinthissituation.Bepreparedtoperformtherole-playinfrontoftheclass.Theteacherandotherstudentswilldiscussandcompareeachrole-playpresentedandmakecommentsonhowitcanbeimproved.Topic1:Speaking

AboutComplaintsNotes:

導游人員是旅行社派出的代表，導游服務覆蓋了旅游接待服務的全過程，起著連接和紐帶作用，游客旅游活動的成敗在很大程度上取決于導游服務質量。首先應端正態(tài)度，認真傾聽；充分了解游客投訴的目的是發(fā)泄，是求重視還是求補償；要滿足游客的自尊心里，不要急于辯解和反駁，讓游客把話說完；對于一些事情涉及面廣或在真相不明前，不應急于表態(tài)，處理同時要做到有禮有理；游客有誤投訴時，應向游客耐心解釋說明情況；必要時應向旅行社回報，請求指示；核實情況后應向游客實事求是地講清楚事情的緣由，屬于自己的錯誤和不足之處，要向游客賠禮道歉，并且按照旅行社的指標或相關規(guī)定進行補償；問題解決后導游員要善始善終把接待服務工作做好。Topic2:TheRemarksofTourGuide

GeneralRemarks

Agenciesalwaystrytolinkupwithreliablecarriesandhotelsthathavegoodreputationsforgivingthebestservice.However,unexpectedcircumstancesdoarise,inspiteofprecautions,especiallyatpeakperiodsorduringunfavorableweather.Topic2:TheRemarksofTourGuide

Sometouristsexpecttofindeverythingasitis“athome”andbecomeirritatedoveranydiscomfort.Theynotonlymakethemselvesmiserablebutalsoaffecttherestofthegroup.Tourguidesoftenobservethatafewpeopleundergoapersonalitychangewhentakenoutoftheirownenvironment,andtheybehaveastheyneverwouldathome.Othersbecomeemotionallyupsetwhenconfrontedwithproblems.Forexample,theycan’tcopewithacanceledordelayedflight.Theyloudlyproclaimtheirwoesifabagislostordamaged.Topic2:TheRemarksofTourGuide

Whenyouaredealingwithcomplaints,youshouldlistencarefully,bepoliteand,exceptwhenitisabsolutelynecessary,don’tcommentuntilthetouristhasfinished.Then,makeashort,clearapology.Afterthat,youshouldrepeatthecomplaint.Thisistomakesurethatyouhavefullyunderstoodtheproblemandthattherearenomisunderstandings.Whenpossible,youshouldalsowritedownwhatthetouristhassaid.Next,youshoulddecidewhowilldealwiththecomplaint.Ifitisnotaseriousone,youcandealwithityourself.Youshouldexplaintothetouristtheactionyouplantotakeandtellhimwhenitwillbedone.Ifyoudecidethatamanagershouldhandlethecomplaint,youshouldfirstinformhimandthenarrangeameetingbetweenhimandthetourist.Topic2:TheRemarksofTourGuide

Taskone

Allstudentsintheclassroomaredividedintoseveralgroupstodisscusscomplaints.

PracticeTasktwo

Afterdiscussion,eachgroupchoosearepresentativetomakeapresentation,andthentheteachershouldgivethecommentonthestudent’sanswer.Topic2:TheRemarksofTourGuide

SteponeRead

Readthepassagewiththequestionstheteachergivenandspeakoutthemainideaofthepassage.Topic3:SupplementaryReading

SteptwolearnNotestotheText1.bedissatisfiedwith.對…不滿意如：Wearedissatisfiedwithyourservice.2.dissuade勸阻，勸止如：Pleasedissuadeyourfriendsnotquitthetravel.Topic3:SupplementaryReading

Stepthreepractice

Readthepassageworkinpairs.Topic3:SupplementaryReading

CulturedifferencesoneatingbetweenChineseandWesternersThetourismactivitiesinclude6basicelements:food,lodging,transportation,sightseeing,shoppingandentertainment.FoodranksNo.1amongthese6elements.WhenyouguideagroupofWesternersinChina,oryouleadagroupofChinesetoothercountries,youmusthavetheknowledgeoftheireatinghabit,soyoumaygivethemagoodservice.Culturedifferences:

Topic4:SocialEtiquette

FoodandtablemannersbetweenChinaandtheWestarequitedifferent.1.Chinesepeoplechoosefoodverycarefully.Theymostlyusefreshmaterialstomakefood.Forexampletheyprefertobuyfishwhentheyarestillalive.TheingredientsoftheChinesefoodareofgreatvarieties.Westernersbuytheirfoodfromsupermarketswhichonlysellrestoredmaterialsinmanycases.Theyusuallyshoponceaweek.Varietyoffoodiscomparativelylimited.Beefisthemostimportantmeatforthem.Topic4:SocialEtiquette

2.Westernerspaymoreattentiontothenutritionoftheirfood,sothewaysofcookingareverysimpleinordertosaveasmuchnutritionaspossible.Chinesepeoplepaymoreattentiontotheflavor,taste,fragrance,colorandshapeofthedishes,andtheyusedifferentwaystocook.Sometimesittakesalongtimeanddamagesthenutritionofthefood.3.Westernersputseasoningsattheendofcooking.Theyliketoeatvegetablewithoutcooking.Chinesepeopleputseasoningsduringtheprocessofcooking.Theyliketohavehotdishes.Topic4:SocialEtiquette

4.Westernersusuallysitaroundtherectangulartable.Thehostandhostesssitatthetwoendsofthetable.Chinesepeopleusearoundtable.Itrepresentsthefamilyreumion.Themostimportantpersonsitsintheseatfacingthedoor.5.Theprocedureofservingisdifferent:●Westernway:Appetizer—soup—MainCourses(dishesandrice)—Desert.Anddrinkbeerorwineduringthewholeprocess.●Chineseway:Colddishes—HotDishes—Vegetable—Soupandrice—fruit;anddrinkbeerorwineatbeginning.Topic4:SocialEtiquette

6.PeopleinChinaliketopickfoodwiththeirownchopsticks.Thehostalwaysputfoodintoguest’splatetoshowtheirhospitality.Ifyoueatthemall,thehostwillkeeponputtingfoodinyourplate.ButWesternersthinksit’snothealthybecauseyourchopstickshavebeenusedbyyourself.Theyliketouseonechopstickorspoontopickfood.Theyonlyputcertainamountoffoodforthemselvesanddon’tleaveanyfoodwhentheyfinish.7.Chinesehoslikestoprepareorordermorethanenoughfoodontable.Therewillbesomedishesleftwhentheyfinish.Westernersjustprepareororderenoughfoodaccordingtothenumberofguests.Ifthereisfoodleft,theytakethemawayindoggiebag.Topic4:SocialEtiquette

8.Westernerswillthinkyouarerudeifyoumakesoundduringthemeal.Westernpeopledonotholdtheirbowlupwhentheyhaveabowlofbowlofsoup.Chinesepeopleliketomakeloudnoisewhentheyarehavingsomedeliciousfoodtoshowtheirappreciation.9.MostoftheWesterndishesgettheirnamesdirectlyfromtheiringredientsortheiroriginalplaces.Chinesepeopleliketousetheirimaginations,orhistoricalstoriestochooseverycomplicatednamesforthedishes.Forexample:BuddhaJumpsovertheWall,Snow-mountainonfire—whatarethey?Topic4:SocialEtiquette

10.PeopleinWesterncountrieslikeAmericaandBritainalwaysgivetipstowaitersaftertheyfinishtheirmealinarestaurant.Ifyoudon’t,theywillnotbehappybecausetipsareoneoftheirmajorincomes.ButinChinathisonlyhappensinsometoprestaurantsandhotelsinlargeinternationalcitieslikeBeijing,Shanghai.Topic4:SocialEtiquette

CultureNote信奉伊斯蘭教的國家，穆斯林都禁食豬肉、狗肉、貓肉，一般也禁食魚肉、馬肉、驢肉。多數(shù)的阿拉伯人不喜歡吃海參、螃蟹等食物，也不食無鱗魚。接待來訪穆斯林客人一定要安排清真席，特別要注意冷盆中不要出現(xiàn)豬肉。古蘭經規(guī)定，穆斯林在正式場合嚴禁飲用含酒精的一切飲料。

CultureNote

CultureNote在信仰印度教的國家（比如印度、尼泊爾等國）里，教徒們奉牛為神。因此，印度教徒不吃牛肉，而且而且也忌諱用牛皮制成的皮鞋、皮帶。虔誠的佛教徒一般不吃葷，“葷”包括一切動物性食品和蔥、蒜、韭等辛香味食物，同時也不飲酒。在接待不同國家的客人時要具體了解清楚各國的飲食禁忌。

CultureNote

Inthewesterncountries,toseeadoctoryoushouldhaveanappointmentatthisprivateoffice.Thedoctorusuallyhasareceptionistwhoanswersthephoneandmakesappointments;healsohasanursewhoassistshim.Sometimesalaboratoryisattachedtohisoffice.Severaldoctorsmayworkinthesamebuilding,andsharetheuseKnowledgeConnection

ofthelab.

Peoplechooseadoctorrecommendedbyafriendorfromlookingupinthetelephonebook.Doctorsaregenerallythoughttobelongtoahighly-paidprofession.Ifyouareverysickandthedoctorhasnotimeforanappointment,youcangetquickmedicalcareattheemergencyroomofahospital.However,thisformoftreatmentissometimesveryexpensive.Ifyoucan’tgettotheemergencyroombyyourself,anambulancecancometowhereveryouaretotransportyou.Incaseofrealemergencies,peopleinAmericadial911forhelp.Thisnumberiscalledforalltypesofemergencies,includinghealthemergencies,firesKnowledgeConnection

anandpolicematters.譯文

在西方國家，看病必須約在一生的私人診所里。醫(yī)生通常有一個接待員來回答電話并約定時間。醫(yī)生還需要一個護士，有時診所里還沒有實驗室。好幾位醫(yī)生可以同在一個大樓共用這個實驗室。人們通過朋友介紹或找電話本找到醫(yī)生。醫(yī)生通常被看做是一種高收入的職業(yè)。如果你病了沒時間預約醫(yī)生，可以到醫(yī)院的急診室就醫(yī)。但這種方式看病有時很貴。如果你自己不能去急診室，會有救護車到你的住處護送你去醫(yī)院。萬一真的情況緊急，美國人可撥打911求助。這個電話號碼也適用于所有類型的急救，如健康急救、救火、向警察求助。

HowtoaSummaryReport寫作技巧提示：帶團結束后，導游員要寫一份總結，把帶團過程中所做過的工作進行一次具體的分析、總結。結合客人的感謝信和反饋的信息，了解各項活動是否基本按照行程中的規(guī)定展開，與預先計劃的是否一樣。主要包括3個部分：成績和缺點，經驗和教訓，以及今后的計劃。Topic5:Writing

Sample

Situation:LiMingfinishedherfirsttourgroup.Nowwriteasummaryreport.Topic5:Writing

Sample

Itwentquitesmoothlysincethesizeofthegroupisquitesmall,15guestsandthetasksarequiteeasy.Nothingwentdeviatedfromthetourplan.ThoughIamnewtothejob,notalwaysinformativeluckilytheguestsarereallygood-tempered.Ireallyappreciatetheirgraciousunderstanding.Ithasbeenawonderfulexperience.Sightseeing,Hotel&Meals:Noonecanfindfaultwiththeexcursion.Food:TheyspokehighlyofGuilinanditscuisine.Feedback:Hereissomefeedbackfromtheguests:Topic5:Writing

Sample

1.Lauraisabitunorganizedandinexperienced.However,sheisreallyhospitable,considerate,keentodetailsandresponsible.Sheisacheerfulgirlwithgoodsenseofhumor,andendlesspatience.Shewasafterallverypopularwithgroupdespitethatsheknowsonlytherudimentsoftourguiding.Wereallyhadfunwithher.Topic5:Writing

Sample

2.Apromisingtourguide.Thoughshewasnotquiteinformativeattimes,shemadeagreatefforttomakeusfeelcomfortableandenjoyable.ThelandscapeofGui