Lesson28　Handling Complaints about Laundry 处理洗衣服务的投诉

A Look at the pictures below.What sort of problems can guests have in laundry service?Match the problems listed in the box with the right pictures.

B Conversation

New Words

1.wrinkled ['rɪŋkld] adj.有皱纹的 5.on behalf of 代表

2.stain [steɪn] n.污点 6.reimburse [,riːɪm'bɜːs] v.偿还

3.tear [teə] v.（tore, torn）撕掉，撕破 7.damage ['dæmɪdʒ] v.损坏

4.run [rʌn] n.抽丝 8.assure [ə'ʃʊə] v.保证

Exercises

28.1 Oral Practice

Pair work.Role-play the following situations.

1.Student A:You call the supervisor of the laundry and complain about your missing tie.

Student B:You are the supervisor.Answer the phone and apologize.Tell him you will look for it.(Hint:Ask what kind of tie is missing.)

2.Student A:You are the manager and handle the complaint.

Student B:You are a hotel guest and make the complaint.

28.2 When guests make complaints, what should hotel employees say to them? Study the following responses and tick (√) the ones that you think are proper for handling complaints.

1.I’m so sorry.That shouldn’t happen.□

2.I’m not responsible for cleaning the room, sir.□

3.Well, no one else complains about it.□

4.I’m really sorry for the inconvenience.□

5.Please take a seat.I’ll soon have something arranged for you.□

6.There has been a mistake.Please wait a moment and I’ll check into it.□

7.I’m awfully sorry.Please accept our apologies.□

8.It’s not my fault.□

28.3 Choose the correct answers to complete the sentences.

1.Take the complaining guest to a ______, so the discussion will not affect other guests.

A.private room B.billiard room

2.Don’t exceed your ______ when handling guest complaints.

A.authority B.right

3.An ______ costs nothing but can help the guest to feel better.

A.argument B.apology

4.Remember that complaints can help you to ______ your service in future.

A.improve B.encourage

5.In a service industry, customers are always ______.

A.wrong B.right