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Unit Eleven Settling Complaints

Unit Eleven Settling Complaints. Contents. Contents. Teaching Objectives. Teaching Approaches. Teaching Focus. Time Allocations. Teaching Difficulties. Teaching Methods. Teaching Procedures. Students. Get some cultural knowledge about tourism complaints. Teaching Objectives. Students.

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Unit Eleven Settling Complaints

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  1. Unit ElevenSettling Complaints

  2. Contents Contents Teaching Objectives Teaching Approaches Teaching Focus Time Allocations Teaching Difficulties Teaching Methods Teaching Procedures

  3. Students Get some cultural knowledge about tourism complaints Teaching Objectives Students Understand the definition and classification of complaints Students Master the basic words and expressions about settling complaints Students Be familiar with the UK Travel Industry and the process of settling complaints Students Find ways to improve your writing skills about replying letters of complaints

  4. Teaching Approaches Introduce background information: Types of complaints Listening practice: 2 dialogues Speaking practice: 2 dialogues Passage: Introduction to the UK Travel Industry Homework Approaches Some words and expressions about settling complaints Learn writing skills on how to write A Letter on a Reply to a Guest’s Complaint

  5. 1 2 3 Introduction to the UK Travel Industry Settling Complaints Writing: A Letter on a Reply to a Guest’s Complaint Focus on

  6. Time Allocations Settling Complaints Introduction to the UK Travel Industry 2 periods Settling Complaints 2 periods A Conceptual Framework Writing A Letter on a Reply to a Guest’s Complaint 2 periods

  7. Teaching Difficulties The Some Usages New Useful Expressions Words Difficulties

  8. Teaching Methods Exercises Discussing Methods Questions Teacher’s Explanations

  9. Step1 Leading in Teaching Procedures Introduction to the UK Travel Industry • Could you name a type of transport about the travel industry? • Decide if the following are outbound, domestic or incoming tourists on the side of the author. • a. A family from Cardiff (英国港市) traveling to Greece. • b. A couple from London holidaying in Wales. • c. An Australian resident touring Scotland. • Airlines, ferries, cruise, railways, bus and coach. • a= outbound tourist; • b= domestic tourist; • c= incoming tourist

  10. acceptable adj.可接受的，合意的 accommodationn.住处，膳宿 aggressive adj.有闯劲的，侵略 性的 airlinen.定期航线 amicablyadv.友善地 ancillaryadj.补助的，副的 appropriateadj.适当的 appealn./ v请求，吸引 力，要求 assistv.援助，帮助 attemptv.努力，尝试，企图 baconn.咸肉，熏肉 bookv.登记，预订，控告 balconyn.阳台，包厢， （戏院）楼厅 a range of一套 a short break短暂休息 attract with吸引 back up支持，倒退 be divided into被分成 be known as被认为是 be likely to可能 be satisfied with对...感到满意 be prepared to准备 Step 2 Learn New Words and Expressions

  11. Step 2 Learn New Words and Expressions All inclusive (AI) 包全餐和饮料 Bed and Breakfast (BB) 住宿加（次日）早餐 Code of Conduct 行动守则， 管理法典 Cold meat （西餐）冷盘肉 Double room 双人房（带一张大床的双人房） Family room 家庭房（适合一家人住宿的房间） Inclusive tour 包办旅行 Full board (FB) 全膳（包早、中、午三餐） Half board (HB) 半膳（包早、中或午两餐） Single room 单人房 Suite 套房 Twin room 双人房（带两张单人床的双人房）

  12. Step 3 Read the Passage and Discuss • To whom will some dissatisfied clients complain in UK? • Please list the range of facilities and services available to guests in a large resort hotel. • Could you name different types of room are usually available in hotels? Single rooms, Twin rooms, Double rooms, Family rooms, Suites. Such as laundry facilities, a gym, swimming pool, games rooms, hairdressers and shops. Some dissatisfied clients will complain to their travel agent; to the transport operator; in the resort to the resort representative or accommodation provider; to the tour operator’s office in the UK.

  13. Step 1 Leading in Listening and Speaking Tourism complaint is a common phenomenon in tourism activities. Tourism complaint is that tourists and overseas traveling salesmen, domestic tourism operators and others make a complaint about the damage to the legitimate standards of tourism operators and related services units in order to safeguard their own legitimate rights of the tourism, in writing or orally request of handling the complaints to the tourism administration departments.

  14. Complaints of domestic tourism Complaints category Outbound tourism complaints Inbound tourism complaints Travel agencies Hotels Dining Shopping Shopping Interesting places Listening and Speaking Complaints The complainant type

  15. Listening and Speaking Step 2 Practice the Following Dialogues Speaking Practice Listening Practice Dialogue 2 Dialogue 1 Dialogue 1 Tourism Complaints to Dalian Dialogue 2 Tourism Complaints to Hainan

  16. Writing: A Letter on a Reply to a Guest’s Complaint 回复投诉信 Step 1 Writing Skills • 妥善地处理客人的投诉是重建或修复企业信誉、重新赢得 • 客户信任的重要手段。投诉有两种：合理的投诉和不合理的投 • 诉。回复投诉有两种形式：口头和书面。书面形式要显得更正式 • 一些，学会得体地回复投诉信十分必要。回复投诉信要及时，信 • 件的重点要放在问题的解决方案上。英文行文要注意语言的委婉 • 和礼貌，内容要符合国家相应法规和企业相关规定。 • 回复投诉信大致包括以下内容： • 第一层意思：感谢对方来信。 • 第二层意思：诚恳地表示歉意，简单解释出错的原因。 • 第三层意思：告知补救方案，如有可能给客人提供适当的补偿以示诚意。承诺下次不再发生这样的情况，并诚挚地邀请对方下次再来。

  17. Step 2 Learn New Words and Expressions • I’m awfully sorry, sir. 2. I do apologize（for what had happened）. 3.I’m sorry sir, there must be some misunderstanding. 4.Sorry, sir , I’ll solve the problem for you as soon as possible. 非常对不起，先生。 我向您道歉。 很抱歉，先生。我想这里面可能有点误会。 让我们进入主要问题。

  18. Step 3 Exercise Filling the following replying a justified complaint letter by translating the Chinese in the brackets. Dear Sir/Madam， ____________________________________________________ (你关于服务的投诉已转交给我并引起关注). I am very sorry that you have been inconvenienced by our failure to provide the level of services to which you are entitled.I have made enquires and found that the problem was caused by carelessness.______________________________________ ______________________________________（我向你保证我们已 经采取了步骤确保这样的情况不会再发生。）Please accept our apology and appreciation of your highly valued custom. Please contact me personally if you experience any problems with our services in the future. Yours sincerely Jones Your complaint about service has been passed to me for attention I can assure you that we have taken steps to make sure that this kinds of situation cannot arise again.

  19. Homework for today Filling the following brackets: Mr. Weimar -- the manager of Complaint Department in St. Paul Hotel, will reply an unjustified complaint letter to Miss Lily on June 21st. June 21st Dear Miss Lily， Thank you for your letter of June 12th,concerning service of complaint. ___________________________________and have interviewed all the staff involved.(我已经彻底调查了这次投诉)however.__________________ ___________________________ (我没有发现证据支持你的索赔)Indeed, I am satisfied that our staff acted properly and with due courtesy and efficiency._______________________________________________ ________________________(你要觉得我们在处理中有玩忽职守，请接受 我的歉意)If, however,_______________________________________, (你能提供任何证据支持你的索赔) I shall be pleased to review the situation. If you would like to discuss the matter in person, please contact me directly. Yours sincerely Weimar Complaint Department manager St. Paul Hotel I have thoroughly investigated this complaint I can, find no evidence to support the claims that you made I hope that you will accept my regret that you feel we were remiss in our dealing with you. you can give me any evidence to support your claims

  20. Thank You!

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