Topic 3 DEALING WITH COMPLAINTS complaint kmplent n

Topic 3 DEALING WITH COMPLAINTS

complaint [kəmˈpleɪnt] n. 抱怨；诉苦 A complaint is a statement in which you express your dissatisfaction with a situation. complain If you complain about a situation, you say that you are not satisfied with it. complain of pain or illness

1. Causes for complaints

1 A. Identify the following causes for complaint. impatient [ɪmˈpeɪʃnt]

1 A. Identify the following causes for complaint. spill [spɪl]

1 A Identify the following causes for complaint. apologize [əˈpɒlədʒaɪz]

https: //haokan. baidu. com/v? vid=8007411017 793437347&pd=bjh&fr=bjhauthor&type=video apologize for sth. 非常抱歉我们延误了时间。 I do apologize for the delay.

1 A Identify the following causes for complaint. delay [dɪˈleɪ]

1 A Identify the following causes for complaint. careless [ˈkeələs]

1 A Identify the following causes for complaint. rude [ruːd]

1 B. Fill in the blocks with letters to form words or phrases according to the clues.

2. Procedures of dealing with complaint

A. Read the dialogue and put the procedures of dealing with complaint into the right order.

What's the complaints in the dialogue? How does the waiter deal with it?

A. Read the dialogue and put the procedures of dealing with complaint into the right order. Wang Lin: Waiter come here. Waiter: What’s the matter, madam? Wang Lin: I ordered my meal at least thirty minutes ago and it still hasn’t come. Waiter: I’m very sorry. I’ll check your order with the chef. Wang Lin: Please hurry up. I will have an appointment in fifteen minutes. Waiter: Just a moment please. (some minutes later) Waiter: Your meal, madam. I do apologize for the delay. Thank you for bringing this matter to our attention. Wang Lin: That’s OK. And be careful next time.

A. Read the dialogue and put the procedures of dealing with complaint into the right order. Express thanks Listen carefully Make an apology Find solutions

I'm very sorry. I'm so sorry. I'll check. . I do apologize for the delay. Thank you for bringing this matter to our attention. Please enjoy your meal.

3. Dealing with complaint

1. What's the matter? 2. How does the waitress deal with it?

A. Read the dialogue and judge the following statements. Please write T for True and F for False. Alice: Excuse me. Waitress: Yes. What’s the matter? Alice: The steak was recommended, but it is not very fresh. Waitress: Sorry to hear that. Alice: I’m not happy about it. Waitress: It’s unusual. We have steak from the market every morning. Alice: So what ? Waitress: I’m sorry. Let me take it back for you. Alice: No, thank you. I don’t want to have steak again. Waitress: Would you like try something else. That would be on our restaurant. Alice: That’s Ok.

A. Read the dialogue and answer the following questions. 1. Alice is very satisfied with the food. ( F) 2. The waitress gave the steak Alice didn’t order. ( 3. The steak was not fresh. ( T) 4. Alice will have something else for free. ( T) F )

Sorry to hear that. I'm not happy about sth. So what?

B. Work with your partner, and make a dialogue according to the given information. Mr. Zhang is working in a restaurant. It’s the first time to deal with complaint from a customer about the service. 抱怨内容: 上的菜与点的菜不一致 解决方法: 马上拿来顾客点的菜，并赠送一 个小礼物作为道歉

Sample Dialogue Mr Zhang：Waiter. This isn’t what I ordered! Waiter：I’m so sorry, Sir. What was your order? Mr Zhang：I ordered a Shrimp Curry, not Beef Curry. Waiter：I see, sir. I’ll bring your dish at once. Mr Zhang：OK! Please be quick, I will attend a meeting soon. Waiter：Your curry, Sir. I’m terribly sorry for my mistake. And this little gift helps make up for it. Mr Zhang：Thankyou. Please be more careful next time! Waiter：I will, Sir. I hope you enjoy your meal.

C. Role Play. Choose one of the following situations and make a dialogue. Situation 1: The coffee is too full and it spills over. Situation 2: There is a fly floating over the soup. Student A: You are having a meal in a restaurant and complaint about what happened during the meal. Student B: You are a waiter/waitress in a restaurant.

Sample Dialogue Customer：Excuse me, there is a fly floating over the soup. Waiter：I’m sorry about that, but I don’t see any fly, ma’am. Customer：How can you not see it? It is right here! I want to speak to the manager. Waiter：Right away, Ma’am. （3 minutes go by. . . ） Manager：Ma’am, I am the Manager, Jack. What seems to be the problem? Customer：Well, as I mentioned to the waiter, there is a fly floating over the soup. Manager：Oh, my sincere apologies, ma'am. I will fix this right away and it will be on the house. （由餐厅负担费用）I will personally bring you a new dish right away. Customer：Thank you. Please make it as quickly as possible, I have been waiting for a while. Manager：Of course, ma’am. Again, deeply sorry for this situation. （5 minutes go by. . . ） Manager：Here is your new dish, ma’am. As we mentioned, on the house. Hope you enjoy. Customer：Thank you. I appreciate it that this issue has been solved quickly.

4. Tips for dealing with complaint

A. Read a letter of complaint and judge the following sentences. Dear Mr. Colin, I am sorry to bother you, but I have to express my dissatisfaction. While having dinner in Star Restaurant on 19 th January, my family experienced an awful evening owing to your bad services. First of all, although we booked dinner for 6 p. m. , our table was not ready until 7 p. m. . Besides, when we sat down for the meal, we discovered that there was only one kind of fruit available. However, you had promised us there would be a choice of three kinds of fruit. What’s worse, waitresses who served us in the Pine Room were inconsiderate and unfriendly. I hope you will agree that it was a very disappointing evening. I would be delighted if you could send my family an apology. Yours sincerely, Li Hua

A. Read a letter of complaint and judge the following sentences. 1. The family experienced a terrible evening in the Star Restaurant. ( 2. The family booked dinner for 7 p. m. ( F) 3. The restaurant provided three kinds of fruit for us to choose. ( 4. There are four reasons why the author felt disappointed. ( T) F) F)

B. Match the tips for dealing with complaint in column I according to the instructions in Column II. 1. Be polite 2. Don’t Contradict 3. Be patient 4. Give up 5. Apologize and ask for a solution 6. Listen attentively A. Right or wrong customers deserve to have you listen patiently to what they have to say. B. There is no excuse for behaving in a less than courteous (礼貌的)manner. C. A customer will be satisfied that you take an interest in what they are saying. D. Trying to inject reality into the situation will only make matters worse. E. Saying sorry to customers and finding ways to solve the problems will make them happy. F. At some point you find a customer that is just not a nice person. There is nothing you can do or say that is going to make them happy.

C. Now it’s your turn. Here are some complaint from customers. Could you list several tips for dealing with one of them? Manager, I’m afraid the waitress is so rude. I am waiting for a long time. I’m so hungry. Waiter, this soup is cold. I’m afraid you’ve made a mistake. This isn’t what I ordered.