旅游英語(yǔ)課件：Complaints

ComplaintsPartOneRevisionI.ReviewtheimportantphrasesinChapter8.II.Letthestudentsmakeshortconversationsandchecktheircommunicativeability.PartTwoTeachingPointsI.Importantpoint:masterwordsandphrasesrelatedtocomplaints.II.Difficultpoint:learnthecommunicativeskillsindealingwithcomplaints.PartThreeContentI.LeadinII.SituationalDialogues

III.Vocabulary&UsefulexpressionsIV.ReadingMaterials.V.KnowledgeExpansionI.Leadin1.Giveabriefintroductionaboutcomplaints.2.Informthestudentsofteachingobjectives.3.Providesomerelatedbackgroundinformationofcomplaints.II.SituationalDialogues

DialogueOneDialogueTwoDialogueThreeDialogueFourIII.Vocabulary&Usefulexpressions1.UsefulWords

complainagainstsomebodyaboutsomething投訴……dissatisfactionwith不滿于……putupwith/bear/tolerate忍受awful糟糕的poorservice糟糕的服務(wù)inconceivable不可思議的2.UsefulExpressionsIamwritingtoyoutocomplainabout…Iamwritingtoexpressmydissatisfactionwith…TherearesomeproblemswiththeflatthatIwishtobringtoattention.Foronething,thereis…Foranother…Icanhardlybear/tolerate/putupwithitanymore…Ihopethattheauthoritiesconcernedwillconsidermysuggestionsandimprovethesituationasbestastheycan.IV.ReadingMaterials.HowtodealwiththecomplaintsHereisasixstepprocedureforhandlingguest’scomplaints.1.Whenaguestaddressacomplaint,activelylistenwithsincereinterest.2.Expressadesiretohelp,andasktheguestformoreinformation,ifneeded.3.Statebacktotheguestwhatyouthinkhisorhercomplaintistocheckonunderstanding.4.Offeroneormoresolutionstotheguest.5.Iftheguestishappywithasolution,actonitquickly.Iftheguestisnothappywithanyofsolutions,oryoudonothavetheauthoritytoresolvethemattersatisfactorily,getthemanager.6.Followupwiththegueststomakesuretheyaresatisfied.V.KnowledgeExpansion案例：行程安排不周，旅行社需承擔(dān)違約責(zé)任市民劉某一家三口于2009年4月30日?qǐng)?bào)名參加了某旅行社組織的北京4日游，付清了旅游費(fèi)用，并簽訂了旅游合同。按照合同約定，應(yīng)是第1天18∶30準(zhǔn)時(shí)出發(fā)。劉某等3人按時(shí)到達(dá)出發(fā)點(diǎn)，但該團(tuán)直到20∶30才出發(fā)。到達(dá)北京后，旅行社又沒(méi)按合同約定，帶劉某觀升國(guó)旗，贈(zèng)天安門集體照，游清華北大外景、皇城根遺址公園；進(jìn)入故宮后，導(dǎo)游未提供講解服務(wù)；因所租用車輛因手續(xù)不全被扣押致比規(guī)定時(shí)間晚一天返程。劉某遂投訴了該家旅行社，經(jīng)旅游監(jiān)管大隊(duì)調(diào)解，由旅行社一次性賠償劉某400元違約金。分析：

國(guó)家旅游局發(fā)布的《旅游行業(yè)對(duì)客人服務(wù)的基本標(biāo)準(zhǔn)（試行）》中旅行社服務(wù)基本標(biāo)準(zhǔn)有這樣的規(guī)定，除人力不可抗拒的因素外，屬于旅行社工作疏漏，致使旅游團(tuán)減少服務(wù)項(xiàng)目或延誤旅游時(shí)間，旅行社應(yīng)退還未提供服務(wù)項(xiàng)目的費(fèi)用，并給予一定的賠償。未按規(guī)定時(shí)間出發(fā)致使游客沒(méi)有時(shí)間看升國(guó)旗、拍集體照、游客晚返程一天均是因?yàn)槁眯猩绨才判谐?、租用車輛不當(dāng)造成的，所以旅行社應(yīng)承擔(dān)相應(yīng)的違約責(zé)任。PartFour:ConsolidationOrganizethestudentsandletthemmakeoral-playcarefully,makesuretheylearntherelated