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Unit Eleven Settling Complaints

Unit Eleven Settling Complaints

Contents

Teaching Approaches

Teaching Focus

Time Allocations

Teaching Difficulties

Teaching Methods

Contents

Teaching Objectives

Teaching Procedures

Teaching Objectives

Students

Students

Understand the definition and classification of complaints

Master the basic words and expressions about settling complaints

Get some cultural knowledge about tourism complaints

Students

Students

Be familiar with the UK Travel Industry and the process of settling complaints

Find ways to improve your writing skills about replying letters of complaints

Students

Teaching Approaches

Passage: Introduction to the UK Travel Industry

Introduce background information: Types of complaints

Listening practice: 2 dialoguesSpeaking

practice: 2 dialogues

Some words and expressions about settling complaints

Approaches

Learn writing skills on how to write A Letter on a Reply to a Guest’s Complaint

Homework

Focus on

1

Introduction to the UK Travel

Industry

3

Writing: A Letter on a Reply to a

Guest’s Complaint

2

Settling Complaints

Time Allocations

Framework

Conceptual

A

Introduction to the UK Travel Industry 2 periods

Settling Complaints 2 periods

Settling Complaints

Writing A Letter on a Reply to a Guest’s Complaint 2 periods

Teaching Difficulties

Usages

Difficulties

The

New

Words

Some

Useful

Expressions

Teaching Methods

MethodsTeacher’s

Explanations

Discussing

Exercises

Questions

Step1 Leading in

Teaching ProceduresIntroduction to the UK Travel Industry

Airlines, ferries, cruise, railways, bus and coach. a= outbound tourist;

b= domestic tourist; c= incoming tourist

Could you name a type of transport about the travel industry?

Decide if the following are outbound, domestic or incoming tourists on the side of the author.

a. A family from Cardiff (英国港市 ) traveling to Greece.b. A couple from London holidaying in Wales.c. An Australian resident touring Scotland.

Step 2 Learn New Words and Expressions

acceptable adj. 可接受的，合意的accommodation n. 住处，膳宿aggressive adj. 有闯劲的，侵略 性的airline n. 定期航线amicably adv. 友善地ancillary adj. 补助的，副的appropriate adj. 适当的appeal n./ v 请求，吸引 力，要求assist v. 援助，帮助attempt v. 努力，尝试，企图

bacon n. 咸肉，熏肉book v. 登记，预订，控告balcony n. 阳台，包厢， （戏院）楼厅a range of 一套a short break 短暂休息attract with 吸引back up 支持，倒退be divided into 被分成be known as 被认为是be likely to 可能be satisfied with 对 ... 感到满意be prepared to 准备

Step 2 Learn New Words and Expressions

All inclusive (AI) 包全餐和饮料

Bed and Breakfast (BB) 住宿加（次日）早餐

Code of Conduct 行动守则， 管理法典

Cold meat （西餐）冷盘肉

Double room双人房（带一张大床的双人

房）Family room

家庭房（适合一家人住宿的房间）

Inclusive tour

包办旅行

Full board (FB)

全膳（包早、中、午三餐）Half board (HB)

半膳（包早、中或午两餐）

Single room

单人房Suite

套房Twin room

双人房（带两张单人床的双人房）

Step 3 Read the Passage and Discuss

To whom will some dissatisfied clients complain in UK?

Please list the range of facilities and services available to guests in a large resort hotel.

Could you name different types of room are usually available in hotels?

Single rooms, Twin rooms, Double rooms, Family rooms, Suites.

Such as laundry facilities, a gym, swimming pool, games rooms, hairdressers and shops.

Some dissatisfied clients will complain to their travel agent; to the transport operator; in the resort to the resort representative or accommodation provider; to the tour operator’s office in the UK.

Listening and Speaking

Step 1 Leading inStep 1 Leading in

Tourism complaint is a common phenomenon in tourism activities. Tourism complaint is that tourists and overseas traveling salesmen, domestic tourism operators and others make a complaint about the damage to the legitimate standards of tourism operators and related services units in order to safeguard their own legitimate rights of the tourism, in writing or orally request of handling the complaints to the tourism administration departments.

Complaints of domestic tourism

Inbound tourism complaints

Travel agencies

Dining

Shopping

Complaints category

The complainant type

Listening and Speaking

Outbound tourism complaints

ComplaintsHotels

Interesting places

Shopping

Listening and Speaking

Step 2 Practice the Following DialoguesStep 2 Practice the Following Dialogues

Listening PracticeListening Practice Speaking PracticeSpeaking Practice

Dialogue 1 Dialogue 2

Dialogue 1 Tourism Complaints to Dalian

Dialogue 2 Tourism Dialogue 2 Tourism Complaints to HainanComplaints to Hainan

Writing: A Letter on a Reply to a Guest’s Complaint 回复投诉信

Step 1 Writing Skills

妥善地处理客人的投诉是重建或修复企业信誉、重新赢得客户信任的重要手段。投诉有两种：合理的投诉和不合理的投诉。回复投诉有两种形式：口头和书面。书面形式要显得更正式一些，学会得体地回复投诉信十分必要。回复投诉信要及时，信件的重点要放在问题的解决方案上。英文行文要注意语言的委婉和礼貌，内容要符合国家相应法规和企业相关规定。 回复投诉信大致包括以下内容：

第一层意思：感谢对方来信。 第二层意思：诚恳地表示歉意，简单解释出错的原因。 第三层意思：告知补救方案，如有可能给客人提供适当的补偿以示诚意。承诺下次不再发生这样的情况，并诚挚地邀请对方下次再来。

Step 2 Learn New Words and Expressions

1. I’m awfully sorry, sir.

2. I do apologize （ for what had happened ） .

3.I’m sorry sir, there must be some misunderstanding.

4.Sorry, sir , I’ll solve the problem for you as soon as possible.

非常对不起，先生。

我向您道歉。

很抱歉，先生。我想这里面可能有点误会。

让我们进入主要问题。

Step 3 Exercise

Filling the following replying a justified complaint letter bytranslating the Chinese in the brackets.Dear Sir/Madam，____________________________________________________( 你关于服务的投诉已转交给我并引起关注 ). I am very sorry that you have been inconvenienced by our failure to provide the level of services to which you are entitled.I have made enquires and found that the problem was caused by carelessness.____________________________________________________________________________（我向你保证我们已经采取了步骤确保这样的情况不会再发生。）Please accept our apology and appreciation of your highly valued custom. Please contact me personally if you experience any problems with our services in the future. Yours sincerely

Jones

Your complaint about service has been passed to me for attention

I can assure you that we have taken steps to make

sure that this kinds of situation cannot arise again.

Homework for today Filling the following brackets: Mr. Weimar -- the manager

of Complaint Department in St. Paul Hotel, will reply an

unjustified complaint letter to Miss Lily on June 21st. June 21stDear Miss Lily ，Thank you for your letter of June 12th,concerning service of

complaint. ___________________________________and have interviewed all the staff involved.( 我已经彻底调查了这次投诉 )however._____________________________________________ ( 我没有发现证据支持你的索赔 )Indeed, I am satisfied that our staff acted properly and with due courtesy and efficiency._______________________________________________ ________________________( 你要觉得我们在处理中有玩忽职守，请接受我的歉意 )If, however,_______________________________________,( 你能提供任何证据支持你的索赔 ) I shall be pleased to review the

situation. If you would like to discuss the matter in person, please contact me directly.

Yours sincerely Weimar Complaint Department manager St. Paul Hotel

I have thoroughly investigated this complaint

I can, find no evidence

to support the claims that you made

I hope that you will accept my regret that you feel we were

remiss in our dealing with you.you can give me any evidence to support your claims

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