Reading Ⅱ A Rep ly to a Guest Com plaint顾客投诉回复
June 19,20
Mr.Jeffery Smith
2800 Founder Drive
Florence,SC 29501
Dear Mr.Smith,
Thank you for your letter regarding your recent attendance at our convention and exhibition center.
We were dismayed to learn of the difficulties you met with during the exhibition.You are absolutely correct in saying thatan exhibition can bemarred by poor service.The lack of attentive servicewhich you described is totally contrary to ACEC standards of courtesy and etiquette.Please accept our sincere apologies for any inconvenience.Please rest assured that your letter has been forwarded to the generalmanager,and will be the focus of his immediate attention.
We hope that this incident does not diminish your favorable regard of ACEC.We would like to have the opportunity to better serve you,and look forward to welcoming you again soon.
Sincerely yours,
Consumer Affairs Manager
Michael Longfellow
Cc:General Manager
regarding[ri'gɑːdɪŋ] prep.关于
dismay[dɪs'm eɪ] v.使……不安
mar[mɑː] v.损毁,损伤,糟蹋
courtesy['kəːtɪsɪ] n.礼貌
etiquette[etɪ'ket,'etɪket] n.礼仪,礼节,成规
forward['fɔːwəd] 转寄;提交
diminish[dɪ'mɪnɪʃ] v.减少
regard[rɪ'gɑːd] n.关心;尊重;关系
Cc(=carbon copy) 抄送,副本
rest assured 尽可放心
Quickies Complete the following statements.
1)__________is theman who complained to the company.
2)The complaint is about the__________at ACEC.
3)The complaint letter has been forwarded to__________who will deal with the complaint.
4)The complainant lives in__________.
Notes
①Handling Customer Complaints顾客投诉处理
投诉是旅游活动中时有发生的一种现象。当旅游者或旅游经营者认为自己的合法权益(right)受到侵害时,可以用书面(written)或口头(oral)形式向旅游管理部门——各地旅游局(Tourism Board)提出投诉。向旅游投诉管理机关请求保护合法权益的投诉时效期为60天。投诉时效期从投诉者知道或者应当知道权利被侵害时起算。有特殊情况的,旅游投诉管理机关可以延长投诉时效期。
旅游企业对顾客的投诉应认真受理、登记记录,依法作出处理。应设专职人员负责处理旅游者投诉。对于重大(serious)旅游投诉,要向所在地旅游行政部门报告。
②Good morning.Housekeeping.May Ihelp you?早上好。客房部。您有什么需要吗?
语言技巧在处理投诉时显得尤其重要。与顾客说话时,语气一定要柔和,说话要客气。比如,刚接起电话时,一定要讲“Good morning/afternoon/evening.____________Department.How can Ihelp you?(您好,这里是××部门,我能帮忙吗?)”。往往一句话就能把顾客的火气消了大半。在听取顾客投诉过程中,要不时地回应以表示明白,使顾客感觉受到了重视(value),并能鼓励客户表达自己的真实意念。在聆听过程中绝不能漫不经心(absent-minded),那样会加重顾客的不满情绪,甚至激怒顾客。即使存在沟通的障碍而产生误解(misunderstanding)时,也不要与客户争辩(argue),争辩只会使事情变得更加复杂(complex),从而导致事情恶化。多用安抚(comforting)、道歉类语言。
③I'll find themanager for you right away.我这就去找经理过来。
处理投诉时,员工站好后,面带微笑与客人打招呼(greeting);耐心倾听客人所讲事情,保持微笑,不要随便插嘴;仔细记录客人所讲述的事情(guests'account),并向客人复述(retell)。当时给予客人回复,能处理的事情当时处理,不能处理的事情及时上报上级。处理投诉时,在尽量不损害饭店利益的前提下,谋求饭店利润与客人满意度的最大值(maximum)。
④Do you wish to try something else?Thatwould be on the house,of course.您要不要尝试一些别的菜?那当然是免费送给您的了。
客人在用餐过程中发现饭菜有质量(food quality)问题或服务不规范而投诉时,大堂经理(assistant lobbymanager)应向客人致歉,并让餐厅为客人重做一份同样的菜式,再给客人送一个果盘。对于服务不规范,客户服务经理(CSmanager)应同餐厅主管(restaurant captain)一同向客人致歉,并保证以后会提高服务质量,谢谢客人提出的意见,并欢迎其下次再来餐厅用餐。