英语听说训练（高职旅游类旅游相关管理专业）unit12Handling Complaints.pptxVIP

Unit 12 Handling Complaints;Objectives: Learn how to make complaints about the service in the hotel. Learn how to make complaints in the restaurants. Learn how to deal with the complaints from the customer.;Lead-in;Warming-up ;Part A Listening ;5. A. Move the luggage. B. Change a hotel. C. Check-out. D. Move to another room. 6. A. Ask for a 10% off. B. Need a help. C. The trouble cannot be solved. D. Offer a discount. 7. A. Tell the manager. B. Deal it right away. C. The manager has already known. D. The manager is excellent. 8. A. The speaker cannot fall asleep. B. The speaker makes a lot of noise. C. The speaker’s wife cannot sleep well because of the noise. D. The speaker’s wife goes to bed late. 9. A. The room is too hot to sleep. B. The room is too cold to sleep C. The bed is too hard to sleep. D. The water is too cold to take a shower. 10. A. The bulb is too dim. B. The bulb is broken. C. The bulb is too brighter. D. Need a brighter bulb.;Listen and Fill SECION A: Directions: Listen to the following three dialogues and filling in the blanks with the correct words or phrases you have heard. Dialogue 1 Desk clerk: Is there anything I can do for you? Traveler: Yes, I joined this morning. You promised the journey will last 3 hours and we will visit . Desk clerk: Yes, sir. We promised that. Traveler: But we only have . Desk clerk: Really? I am sorry, sir. We will . Would you please wait a moment here?;Dialogue 2 Waiter: Can you tell me , sir? Traveler: The service is too slow and the dishes . Waiter: I see. I’ll report to the manager. Traveler: I hope it can be . Waiter: Is everything to your satisfaction? Traveler: Yes, was delicious except that there is too much salt in the soup. Waiter: I’m so sorry for that. I’ll take it to the kitchen and get you , if you like.;Dialogue 3