(精选)旅游英语第二册unit 5 Handling Complaints课件.pptxVIP

Background MaterialTips for Reference　Since tour guides deal with a wide range of people and each of them has a different character and perception, and since even a well-planned trip may go wrong during the operation due to various causes, guides must be prepared to deal with various complaints. The following suggestions are for your references:　1. Building up good relationships with tourists is a sure way to avoid trouble. To be courteous is always helpful to guides.　2. Before you do anything for a complaint, you need to listen and make sure you understand what is being said so that you may avoid any misunderstandings and let the client(s) see your genuine cares for their problems.　3. Whatever the problem, always apologize first then see if you can sort it out.　4. If you can sort out the problem, which may be a case of misunderstanding, then do so confidently and politely.　5. If you can’ t solve the problem, repeat the information and write it down, then convey to the tour operator or other units concerned to settle the disputes.　6. Remember to reply to the clients and inform them of the final decisions as soon as possible, asking for their opinions and do apologize to them sincerely.Situational DialogueVocabularyDialogue Onemedicinaladj.医药的， 药用的herbn.草本植物， 药草ginsengn.人参， 高丽参awfullyadv.恶心的， 可怕的claimv.索赔， 声称supervisorn.主管Situational DialogueVocabularyDialogue Twoinconveniencen.不方便oversightn.失察， 疏忽housekeepingn.家务， 家政scrapn.残余物， 小片v.废弃， 报废lavatoryn.厕所， 盥洗室flushv.脸红， 冲刷adj.满面红光的， 富足的Situational DialogueDialogue OneJ: Could you tell me her name and the additional shopping stores?S: Her name is Debbie, and there are three unexpected stores we had ever gone, which includes: one Jewelry store, one unknown teahouse and one traditional medicinal herbs store. Even worse, with the persuasion of the tour guide, I bought some ginseng in that medicinal store and paid 700 yuan for it, but later when I went to another store, I was told that it was only worth 450 yuan. Oh, my God