Speaking Ⅰ How to Make&Handle Com p laints投诉与处理投诉用...

Speaking Ⅰ How to Make&Handle Com p laints投诉与处理投诉用语

A.Phrases,Sentences and Expressions.

1.

2.

3.

B.Role-play.Act out the follow ing dialog.

A hotel guest complains about the problems with the guest room.The housekeeper apologizes to the guest.

Guest:

·Tells about her unhappiness.

·Complains about the following:the window in the room,towels in the bathroom,the tap,clothes hangers in the wardrobe,no hot water in the shower,the phone is outof order,the TV,toomuch noise,no plug for the razor,etc.

·Wants to get a plumber to fix in the bathroom.

·Wants to get an electrician to repair the light.

·Asks for an extra blanket.

Housekeeper:

·Agrees and asks about thematter.

·Apologizes.

·Apologizes again.Explains about the new staff.Promises to solve the problems.

·Agrees.

·Agrees.

·Agrees.

C.M ore situations.

1.A guest received an annoying call in his room.He complains to the operator.

2.A tourist comes to the Complaint Desk of the Convention&Visitors Bureau to complain about his last trip in Hangzhou.