Lesson25　How to Deal with Complaints 如何处理投诉

A Learn the procedures for handling guest complaints.

B Brainstorming

Ms.Parker, a member of a newly arrived tour group, has been waiting for her missing baggage in her room for half an hour.She gets angry and is calling the concierge to complain.Look at the following sentences that a concierge might say when answering the phone.Tick (√) the ones you think are suitable.

1.Sorry, I know nothing about your luggage.□

2.May I have your name and room number, please? □

3.Is your name tag (标签) attached to your luggage? □

4.Please be patient.We need time to deliver luggage.□

5.How many pieces of luggage do you have? □

6.I think your luggage is on its way to your room.□

7.Could you describe your luggage? □

8.Please ask the bell captain.□

9.I’ll look into the matter right away and call you back.□

C Listen to a conversation between Ms.Parker and a concierge about the late delivery of her baggage.Write down the questions as you hear the concierge asks and then compare them with the ones you’ve ticked in Part B.

D Listen to the conversation in Part C again.Decide if the following statements are true(T) or false (F).

1.Ms.Parker has only one piece of luggage.(　　)

2.Ms.Parker called the bell captain to complain.(　　)

3.There isn’t a name tag on the luggage.(　　)

4.Ms.Parker is in Room 1207.(　　)

Exercises

25.1 Match the following working procedures with their English translations in Part A on Page 50.

25.2 Complete the sentences with the proper form of the expressions in the box below.

1.__________ I have one more cup of tea, please?

2.I’m __________ sorry to hear that.

3.__________ me your manager.

4.We do apologize for the __________.

5.There could have been some mistake.I do __________.

6.Our manager is not at the hotel.Shall I get our __________ for you?

7.I’ll try our best.But I __________ guarantee anything.

8.I’ll __________ into the matter __________.

9.I’m very sorry, that shouldn’t __________.

10.Please __________ a moment and I’ll check.

11.Thank you for __________ this matter to our attention.

25.3 Choose the proper responses for each of the following complaints.

1.The bathroom isn’t clean.

A.Well, I wasn’t supposed to clean it.□

B.I’m terribly sorry about that, ma’am.We’ll clean it right away.□

2.Someone else’s baggage is in my room.

A.Oh, sorry, but I don’t know whose baggage it is.□

B.I’m sorry, sir.I’ll see to it immediately.□

3.It’s already noon, but no one has come to clean my room yet.

A.I’m sorry, sir.I’ll send a room attendant to clean the room for you right away.□

B.What? Wait a minute, please.Hey, Housekeeping? What’s the matter with you? Go and clean the room at once.□

4.I’m checking out.This place is too noisy.I won’t stay here another night.Get my bill ready!

A.We do apologize for this on behalf of our hotel.Please allow me to offer you another room.I can guarantee it will be very quiet.□

B.Oh, well, you should have said that earlier.□

5.The carpet (地毯) in my room has a bad odor (气味).

A.We’re awfully sorry, ma’am.We’ll send someone to your room right away.□

B.That’s strange.I’ve worked here for two years.No one else ever complained about the carpet.□