2.1.4 处理客人投诉与回应客人要求
发布时间：2017-06-08 07:56
发布人：张建霞
浏览次数：1573
| 学习目标 | 知识目标 | 掌握有关投诉处理的工作流程； 识记相关词汇和短语 |
能力目标 | 能够正确处理客人投诉，满足客人的合理要求 | |
素质目标 | 服务态度要不卑不亢； 对客要有礼有节 |
一、任务准备
【教师教学文件区】
序号 | 资源名称及链接 | 资源类型 |
1 | WORD文档 | |
2 | WORD文档 | |
3 | PPT课件 | |
4 | PPT课件 | |
5 | PPT课件 |
【学生自主学习区】
序号 | 资源名称 | 资源类型 | 学习难度 | 链接 |
| 1 | 微课：处理客人投诉 | MP4视频 |  |  |
| 2 | 教学视频：处理投诉用语 | MP4视频 | |  |
| 3 | 教学视频：道歉用语 | MP4视频 | |  |
| 4 | 处理投诉1 | MP3听力 | |  |
| 5 | 处理投诉2 | MP3听力 | |  |
二、任务实施
【学生实训学习区】
序号 | 资源名称及链接 | 资源类型 |
1 | WORD文档 | |
2 | WORD文档 | |
3 | MP4视频 | |
4 | MP4视频 | |
5 | MP4视频 | |
6 | MP4视频 | |
7 | MP4视频 | |
8 | MP4视频 | |
9 | MP4视频 | |
10 | WORD文档 |
三、任务考核
序号 | 资源名称及链接 | 资源类型 |
1 | WORD文档 | |
2 | WORD文档 | |
3 | WORD文档 | |
4 | WORD文档 |
请您扫码完成在线测试，具体信息见下图：
四、任务拓展（更多资源见拓展专区）
序号 | 资源名称及链接 | 资源类型 |
1 | 投诉回应 | MP3听力 |
2 | 解决投诉 | MP3听力 |
3 | 处理酒店投诉 | MP4视频 |
4 | 处理酒店投诉 | PPT |
5 | 酒店前台案例 | MP4视频 |
鲁公网安备 37110202000410号
Are complains good or bad for a hotel?wHY?
How to handle complaints efficiently？
Greet the guest.
Listen to the guest's complaints carefully.
Express sorry to the guest.
I'm sorry this problem won't happen next time.
i am awfully sorry.
Say sorry or make an apology to the guest.
May I have your name？
What seem to be the problem?
Sorry to have caused you so much trouble.
What seems to be the problem?
thank you so much for calling.
How may i help you？
Is everything alright in your room.
Would you mind telling me，what the matter is？
How to handle complaints efficiently？
Are complains good or bad for a hotel?wHY?
Would you mind telling me what's the matter?
May I have your name？
We do apologize for the inconvenience
Would you mind telling me what's the matter？
Say sorry or make an apology to the guest.
We do apologize for the inconvenience.
We do apologize for the inconvenience.
is everything all right in your room
is everything all right in your room?
Could you give me A number that I can reach you?
Could you tell me exactly what it is all about.？
Would you mind telling me what's the matter?
Thank you so much for calling.
I'm sorry this problem won't happen next time.
Thank you so much for calling.
Is everything all right in your room
Could you tell me exactly what it is all about?
Thank you so much for calling
Could you tell me exactly what it is all about?
Thank you for your attention in this matter.
I apologize for what had happened
Is everything all right in your room?
Thank you so much for calling.
Thank you so much for calling.
Thank you so much for calling.
Is everything all right in your room？
Say sorry or make an apology to the guest.
That is really the least we should do for you.
that is really the least we should do for you
Is everything all right in your room?
we do apologize for the inconvenience
Would you mind telling me，what the matter is？
That is really the least we should do for you.
I'm sorry this problem won't happen next time.
That is really the least we should do for you.
Thank you so much for calling.
Could you tell me exactly what it is all about?
We do apologize for the inconvenience
Thank you for your attention in this matter.
Could you give me a number that I can reach you？
I will look into it and give you a reply as soon as possible
Is everything all right in your Room?
could you tell me exactly what it is all about?
We do apologize for the inconvenience.
Could you give me a number that i Can reach you?
That is really the least we should do for you.
We do apologize for the inconvenience
Would you mind telling me，what the matter is？
Thank you so much for calling.
I will look into it and give you a reply as soon as possible
Are complains good or bad for a hotel?
That is really the least we should do for you.
we do apologize for the inconvenience
Could you give me a number that I can reach you?
we are terribly sorry for all this mess
I will look into it and give you a reply as soon as possible
Thank you so much for calling.
How to handle complaints efficiently？
Thank you so much for calling.
that is really the least we should do for you
That is really the least we should do for you.
Thank you so much for calling
I will look into it and give you a reply as soon as possible
We do apologize for the inconvenience.
is everything all right in your room?
Is everything all right in your room?
We do apologize for the inconvenience.
What seem to be the problem?
I'm sorry this problem won't happen next time.
Thank you so much for calling.
That is really the least we should do for you.
That is really the least we should do for you.
We do apologize for the inconvenience
Say sorry or make an apology to the guest.
Is everything all right in your room.
Would you mind telling me what's the matter?
That is really the least we should do for you
We do apologize for the inconvenience
Could you tell me exactly what it is all about?
Are complains good or bad for a hotel?wHY?
That is the really the least we should do for you.
That is really the least We should do for you.
that is really the least we should do for you
Would you mind telling me，what the matter is？
We do apologize for the inconvenience
we do apologize for the inconvenience
What seems to be the problem?
Could you tell me exactly what it is all about?
I will look into it and give you a reply as soon as possible.
Would you mind telling me，what the matter is？
Could you tell me exactly what it is all about?
Would you mind telling me what's the matter?
we are terribly sorry for all this mess
Could you give me A number that I can reach you?
I'm sorry this problem won't happen next time.
is everything alright in your room?
That is really the least we should do for you
Thank you so much for calling
We do apologize for the inconvenience
I'm sorry this problem won't happen next time.
Would you mind telling me what's the matter?
Are complains good or bad for a hotel?
That is really the least we should do for you.
Thank you so much for calling
Is everything all right in your room?
I'm sorry this problem won't happen next time.
i will look into it and give you a reply as soon as possible
Would you mind telling me what's the matter?
Could you tell me exactly what it is all about?
We do apologize for the inconvenience
We do apologize for the inconvenience
Is everything alright in your room.
We do apologize for the mconvenience
Would you mind telling me what.the matter is
Thank you so much for calling.
That is really the least we should do for you.
Is everything alright in your room.
We do apologize for the inconvenience
Would you mind telling me what's the matter?
could you tell me exactly what it is all about?
Thank you for your attention in this matter.
we do apologize for the inconvenience
Is everything all right in your room？
Would you mind telling me what's the matter?
I will look into it and give you a reply as soon as possible.
Could you tell me exactly what it is all about?
I'll contact our manager right away and call you back
Thank you so much for calling.
We do apologize for the inconvenience.
I will look into it and give you a reply as soon as possible.
Thank you so much for calling.
We do apologize for the mconvenience
Would you mind telling me what's the matter?
We do apologize for the inconvenience.
That is really the least we should do for you.
least we should do for you
Thank you so much for calling
I'll contact our manager right away and call you back
Thank you so much for calling.
What the matter is？
We are terribly sorry for all this mess.
I'll contact our manager right away and call you back.
We do apologize for the inconvenience
I apologize for what had happened.
That is is the least we should do for you.
1. I will contact our manager right away and call you back. 2. Would you mind telling me what the matter? 3. I will look into it and give you a reply as soon as possible.
Could you tell me exactly what it is all about?
That is really the least we should do for you.
I will set a point up to your room and help you with the luggage
We do apologize for the inconvenience
I'll contact our manager right away and call you back。
Thank you for your attention in this matter.
Is that all right.
Thank you so much for calling
1.I will look into it and give you a reply as soon as possible.
Would you mind telling me，what the matter is？
We are terribly sorry for all this mess.
That's not all.
We are also rerribly understaffed
we are terribly sorry for all this mess.
Could you sign your name here please?
help you with the luggage
Thank you so much for calling.
Could you tell me exactly what it is all about?
Could you give me A number that I can reach you?
I'll contact our manager right away and call you back
Is everything all right in your room?
Could you tell me exactly what it is all about？
Is everything all right in your room?
I'll send a porter up to your room and help you with the luggage
I will look into it and give you a reply as soon as possible.
that isreqlly the least we should do for you.
Is everything alright in your room？
Could you tell me exactly what it is all about?
That is really the least we should do for you
Is everything all right in your room?
What the matter is？
The snower doesn’t have hot water and the tub is just filthy.
That is really the least we should do for you.
That is really the least we should do for you.
Thank you so much for calling
I will look into it and give you a reply as soon as possible.
We do apologize for the inconvenience.
Is everything all right in your room?
Thank you so much for calling
That is really the least we should do for you
I'll contact our manager right away and call you back.
Is everything are right in your room
Thank you so much for calling.
I will look into it and give you a reply as soon as possible.
I will send a porter up to your room and help you with the luggage.
Is everything all right in your room？
That is really the least we should do gor you.
I checked into my room 15 minutes ago.
I'll send a porter up to your room and help you with the luggage
Is everything all right in your room?
Is everything all right in your Room?
Is everything all right in your room? We do apologize for the inconvenience. We are terribly sorry for all this mess.
Could you tell me exactly what it is all about?
That is reslly the least we should do for you.
Could you tell me exactly what it is all about?
I will look into it and give you a reply as soon as possible.
we are terrbly sorry for all this mess
I'll send a porter up to your room and help you with the luggage.
Is everything all right in your room？
Thank you so much for calling
That is really the least we should do for you.
Are complains good or bad for a hotel?
Is everything all right in your room.
2.Is everything all right in your room?
We do apologize for the inconvenience.
I will look into it and give you a reply as soon as possible.
I'll send a porter up to your room and help you with the luggage
How to handle complaints efficiently？
I'll contact our manager right away and call you back
We are terribly sorry for all this mess.
Could you tell me exactly what it is all about
You see the hotel has just opened.
That is really the least we should do for you.
The worst thing is that the water closet is clogged and when I flushed it and it overflow.
Could you tell me exactly what it is all about?
What the matter is？
The snower doesn’t have hot water and the tub is just filthy.
3.I'll send a porter up to your room and help you with the luggage.
We are terribly sorry for all this mess
We are terribly sorry for all this mess.
We do apologize for the inconvenience.
Could you tell me exactly what it is all about?
Thank you so much for calling
Are complains good or bad for a hotel?
1. I will contact our manager right away and call you back. 2. Would you mind telling me what the matter? 3. I will look into it and give you a reply as soon as possible.
I will contact our manager right away and call you back.
We are also rerribly understaffed
Greet the guest
We are terribly sorry for all this mess.
We do apologize for the convenience.
Thank you so much for calling.
We are terribly sorry for all this mess.
How to handle complaints efficiently？
I'll contact our manager right away and call you back
Express sorry to the guest
This is really the least we should do for you
What the matter is
This is really the least we should do for you.
We’re terribly sorry for all this mess
Is everything alright in your room？
How to handle complaints efficienty
Is everything all right in your room
May I have your name?
How may I help you?
Thank you so much for calling
Listen to the guest's complaints carefully. Thank you so much for calling Greet the guest
This is really the least we should do for your
How to handle complaints efficiently？
How to handle complaints efficiently？
Would you mind telling me what's the matter?
is everything all right in your room?
Are complains good or bad for a hotel?
Say sorry or make an apology to the guest.