Script&KeyUnit12ComplaintsandhandlingcomplaintsKey:makeacomplaint;或makecomplaints;或complainhandlethecomplaintsshoppingexpensive;或dearcleanpoorcheatedapologizeI.1.Becausethetwo-daytourisdisorganizedandtheguidedoesn’thaveaclearpictureastowheretheyweregoingandwhentheyshouldleave.2.Yesterdaythesunshinewastoostrong,andhewasafraidthatthetouristswouldgetburnt.3.Todayitrained,sohejusttookthetouriststodosomelocalshopping,andtastedsomelocalfood.4.Hehopesthecompanycoulddosomethingtomakeitup.Itisbeyondhispower.Hehastoreporttohismanager.ThecompanyoffersRichardandhisgroupafreecitytourandlunchtodaytomakeup.II.Sampledialog:(T=Tourist;W=Waiter)T:Waiter?W:Yes?Isanythingthematter,Sir?T:Look!Thereisahairinthedish.W:Oh,weareterriblysorryforthat.Wewillcookyouanotherdish.T:Bytheway,canyoumakeyourservicefaster.Itiskindofslow.W:Iamsorryforthat,butyouknowthisistherushhour.T:We’llhavetoleavefortheairportinhalfanhour.I’mafraidwewillbelateifyourserviceissoslow.W:Iunderstand.I’lltellthekitchenstaffaboutyoursituationandhopewecangiveyouafasterservicethen.T:Thankyou.譯文：對話一(杰克是來自于芝加哥的理查德這一團的導游，因為天氣比較熱，過去的兩天旅游不是很讓人滿意。理查德正在向杰克抱怨旅游安排不合理和枯燥的購物。)

理查德：你好，杰克。杰克：你好，理查德，有什么事嗎？理查德：我對過去的兩天旅游有些意見。杰克：有什么問題嗎？我愿意效勞。理查德：過去的兩天旅行好像沒有組織，而你也好像不清楚我們要去哪里，什么時候離開。杰克：真對不起。你知道的，這兩天很熱，所以很多時候，我們實際上是沒有完全按照原本的計劃。我不得不做些調(diào)整。昨天日照太強，我怕大家會曬傷，所以縮短了在外面的時間，去了溫泉。今天天下雨了，所以我就帶大家去當?shù)刭徫铮穱L一下當?shù)氐男〕浴＠聿榈拢簩Γ徫铩Ｄ闾崞饋砹耍覀儊磉@里不應(yīng)該是購物的。杰克，一兩個小時的購物還可以，但是再多了就太多了。我們感覺很疲憊。而且我們也在浪費時間。杰克：真對不起，我事先沒有解釋清楚。我為給您們帶來的不便表示道歉。理查德：我希望你們公司能夠做些補償。杰克：這個超出了我的能力范圍。我得去報告經(jīng)理。（向經(jīng)理匯報完情況后，杰克繼續(xù)和理查德他們交談。）理查德：我們可以免費提供一次免費環(huán)城旅游和免費的午餐，來彌補你們昨天不愉快的經(jīng)歷。杰克：好的。謝謝。對話二理查德：早上好，我是802房間的。前臺：早上好，有什么問題嗎？先生。理查德：我發(fā)現(xiàn)我的房間沒有打掃。為什么都到中午了還沒打掃呢？前臺：真抱歉，我馬上調(diào)查一下這個問題。（前臺打電話給客房部后，繼續(xù)和理查德談話。）前臺：先生，我為給你帶來的不便表示道歉。客房部不是故意不打掃你們房間的。今天上午他們都很忙。有一個很大的旅游團入住我們賓館。我已經(jīng)叫人馬上給您打掃了。你可以等一會嗎？理查德：我感覺很疲憊，我想要休息一下。前臺：對不起了。你可以去那邊我們的咖啡廳休息一會。我們給您提供免費的咖啡。你的房間很快就會好了。理查德：好的。前臺：謝謝您的體諒！Script:M:Goodmorning,Ms.WhatcanIdoforyou？W:Goodmorning.ThisisLisafromRoom305.I’dliketochangemyroom.It'stoonoisy.Iwaswokenupseveraltimeslastnight.Itwastoomuchforme.M:I'mawfullysorry,Ms.Idoapologize.Room305isbesidethestairs.It'spossiblethatyoucouldhearthenoiseearlyinthemorningwhenallisquiet.W:Anyhow,I'dliketochangemyroom.M:Noproblem,Ms.We'llmanageit,butwedon'thaveanyspareroomtoday.Couldyouwaittilltomorrow?W:Allright.IhopetomorrowIcouldstayinaquietroom.M:Sure.W:Bytheway,thetoiletinRoom305isnotgoodeither.Couldyoufixitrightnow?M:Whatseemstobetheproblem,Ms?W:Idon’tknow.M:OK,don’tworry.Iwillasksomeonetogotoyourroomandhavealook.W:Thatisgood.Thankyou.M:You’rewelcome.Key:1.Ahotelguest2.Thehotelfrontdesk3.3054.Inthemoring5.Shewantstochangetheroom.6.Theroomistoonoisy.7.Becauseitisbesidethestairs.8.No.Shecouldn’tchangetheroomuntilthefollowingday.9.Thetoiletisnotgood.10.AsksomeonetochecktheproblemI.Key：1.Noteveryguestwillmakeacomplaint,eventhoughheorsheisangry.2.Guestscomplainwhentheydonotreceivewhattheythoughttheyshouldhavereceived.Inotherwords,theirexpectationisnotmet.3.“Theservicewereceivedwasterrible”“Theconditionofroomwasverypoor”“Theroomwasnotclean”“Wedidnotreceivewhatwaspromisedintheadvertisement”4.Listentotheirguestsattentively;acknowledgeanyproblemtheycomplainaboutandworkouttimelysolutionsaccordingly;bethankfulforguests’complaints.譯文：在像旅游業(yè)這樣的服務(wù)業(yè)，顧客抱怨是很常見的。所以如何處理顧客抱怨顯得尤為重要。

盡管顧客可能會很生氣，但是并不是每個顧客都會反饋問題。所以，顧客的抱怨一定要當作一次提高服務(wù)的寶貴機會。為什么顧客會抱怨呢？只有一個原因可以解釋這個問題。他們抱怨只因為他們沒有接受到他們覺得應(yīng)得的服務(wù)。換句話說，就是他們的期望沒有實現(xiàn)。他們期待與他們支付費用相對等的友好服務(wù)，干凈整潔服務(wù)設(shè)施，有品質(zhì)的服務(wù)。沒有提供這些服務(wù)就會導致顧客抱怨。如果有抱怨，就說明其他顧客也很有可能有此同感，但是沒有告訴你。以下是從顧客那里收到的一些跟服務(wù)相關(guān)的抱怨。“服務(wù)真差”“房間的條件真差”“房間不干凈”“這個跟廣告許諾的不符”只有當服務(wù)行業(yè)愿意聽從顧客抱怨，他們才可以很好地處理好抱怨。所以作為旅游這樣的服務(wù)行業(yè)要做的就是：用心地聽從顧客的抱怨；承認他們所提出的問題，及時地提出相應(yīng)的解決方案。感謝顧客的反饋，因為這些反饋很有可能使服務(wù)提高。I.feedback2.complain/makeacomplaint3.disorganized inconvenience5.expectation6.conditionacknowledged8.apologized9.satisfied10.handleacomplaint11.tourshopping12.cheatII.Script:M:Goodevening,ma'am.Didyouringforservice?WhatcanIdoforyou?W:Yes.Thelightinthisroomistoodim.Pleasegetmeabrighterone.M:Certainly,ma'am.I'llasksomeonetosendone.DoyoumindifImoveyourthings?W:Oh,no.Goahead.M:Thankyou.Oh,herecomesmycolleague.Letmefixit.Waitforamoment.W:OK.Becareful.M:Thanks.(Afterafewseconds)M:IsitOK?Howisthelightnow?W:It'smuchbetternow.Thankyou.M:You'rewelcome.Andifyouneedanyotherthings,pleaseletusknow.W:Ah,yes,theroomistoocoldforme.IfeelrathercoldwhenIsleep.Canyouturnofftheair-conditioning?M:OK.Letmeturnitoffforyou.W:Thankyou.M:Ifyoustillfeelcold,ringmeagain.W:OK.Thanksalot.Iwill.M:Youarewelcome.Goodnight,ma'am.questionsanswersWhatdoesthewomanringfor?Thelightintheroomistoodim.Shewantsabrighterone.Whofixesthelightforthewoman?ThefirstwaiterWhatistheotherproblemforthewoman?Theroomistoocoldforher.Whatdoesthemandotosolvehersecondproblem?Hehelpstoturnofftheair-conditioning.III.B2.A3.D4.CIV.Keys:NameofGuestLisaBushCity&CountryLA,UnitedStatesHotelGreenHotelTravelAgencyChinaYouthDateofTravel6thofMay2014LengthofTravel5No.ofPerson2Complaint1Lisa:Thelanguageserviceispoor.Wecannotunderstandtheguidemostofthetime.You:Sosorryforthat.Butitisverydifficultforustoemplo