[TOC] 处理客人投诉 - 图1

模块八：处理客人投诉

1. 基础词汇

  • Complaint: 投诉
  • Dissatisfied: 不满意的
  • Feedback: 反馈
  • Listen: 倾听
  • Calm: 冷静的
  • Professional: 专业的
  • Understand: 理解
  • Sympathy: 同情
  • Solution: 解决方案
  • Remedy: 补救措施
  • Collaborate: 合作
  • Follow up: 跟进
  • Apologize: 道歉
  • Thank: 感谢
  • Resolution: 解决
  • Satisfactory: 令人满意的
  • Customer service: 客户服务
  • Empathy: 同理心

2. 关键句型

  • “I’m sorry to hear that …”：很遗憾听到…

    • 使用场景和注意事项：当客人提出投诉时，服务员可以使用这个句型表达关心并邀请客人详细描述问题。展示倾听和专业的态度。
    • Example 1: Waiter: I’m sorry to hear that you’re not satisfied. Please tell me more about the issue. Customer: The food was cold, and the service was slow. Translation: 服务员：很遗憾听到您不满意。请告诉我更多关于问题的细节。 顾客：食物冷了，服务也很慢。
    • Example 2: Waiter: I apologize for any inconvenience caused. Could you please provide more information about the complaint? Customer: The room was not clean, and the air conditioning was not working. Translation: 服务员：对给您带来的任何不便表示歉意。您能提供更多关于投诉的信息吗？ 顾客：房间不干净，空调也不工作。

  • “I understand how you feel, and I apologize for the inconvenience.”：我理解您的感受，对给您带来的不便表示歉意。

    • 使用场景和注意事项：当客人表达不满时，服务员可以使用这个句型表达理解和道歉。展示同情和专业的态度。
    • Example 1: Waiter: I understand how you feel, and I apologize for the inconvenience. Customer: Thank you for acknowledging my concerns. Translation: 服务员：我理解您的感受，对给您带来的不便表示歉意。 顾客：感谢您对我的关注。
    • Example 2: Waiter: I’m sorry for the inconvenience caused. I completely understand your frustration. Customer: I appreciate your understanding. Translation: 服务员：对给您带来的不便表示歉意。我完全理解您的沮丧。 顾客：感谢您的理解。

  • “May I offer a solution to resolve the issue?”：让我提供一个解决方案来解决问题。

    • 使用场景和注意事项：当客人提出投诉时，服务员可以使用这个句型主动提供解决方案。展示积极解决问题的态度。
    • Example 1: Waiter: Let me offer a solution to resolve the issue. Customer: That would be appreciated. Translation: 服务员：让我提供一个解决方案来解决问题。 顾客：那将会非常感谢。
    • Example 2: Waiter: We apologize for the inconvenience. Allow us to provide a remedy for the situation. Customer: I’m glad you’re willing to find a solution. Translation: 服务员：对给您带来的不便表示歉意。请允许我们提供一个补救措施。 顾客：很高兴您愿意寻找解决方案。

  • “I will follow up on it…”：我会跟进此事…

    • 使用场景和注意事项：当客人提出投诉时，服务员可以使用这个句型表示会跟进并确保问题解决。展示关注和负责的态度。
    • Example 1: Waiter: I will follow up on your complaint to ensure it is resolved. Customer: Thank you for your attention to this matter. Translation: 服务员：我会跟进您的投诉，确保问题得到解决。 顾客：感谢您对此事的关注。
    • Example 2: Waiter: Rest assured, I will personally oversee the resolution of your complaint. Customer: I’m glad to hear that. Thank you. Translation: 服务员：请放心，我将亲自监督解决您的投诉。 顾客：很高兴听到这个消息。谢谢。

3. 情景对话

Customer: Excuse me, I’d like to speak to the restaurant manager.

Manager: Good evening, I’m the restaurant manager. How can I assist you?

Customer: I have a complaint about the food I was served. The Grilled Tiger Prawns I ordered was not fresh, and it really affected my dining experience.

Manager: I’m truly sorry to hear that. Could you please let me have a check?

  • (After a while, the manager come out from kitchen.)

Manager: Sorry to have kept you waiting, and thank you for bringing this to my attention. I understand how important it is to have fresh and delicious food. Please allow me to listen to your concerns and address the issue.

Customer: I appreciate your willingness to listen. The seafood tasted stale and had a strong odor. I was disappointed because I expected better quality from this restaurant.

Manager: I completely understand your disappointment, and I apologize for the inconvenience caused. Our goal is to provide the best dining experience for our customers, and we take this matter seriously. I will personally investigate the issue and take immediate steps to rectify the situation.

Customer: Thank you for your understanding. I hope there’s a way to make it right.

Manager: Absolutely. As a gesture of goodwill, I would like to offer you a replacement dish prepared with fresh ingredients. Additionally, I will ensure that our kitchen staff is reminded of the importance of maintaining the highest standards of quality and freshness.

Customer: That would be appreciated. I’m glad to hear that steps are being taken to address the issue.

Manager: Thank you for your understanding and patience. I will work closely with our kitchen staff to ensure this doesn’t happen again. We value your feedback, and I will personally follow up on this matter to ensure that it has been resolved to your satisfaction.

Customer: I appreciate your dedication to resolving the issue. Thank you for your attention and assistance.

Manager: It’s our pleasure to serve you, and I apologize once again for the inconvenience caused. If there’s anything else I can do to make your dining experience better, please don’t hesitate to let me know. Thank you for choosing our restaurant, and we look forward to serving you again in the future.

Customer: Thank you for your understanding and commitment to customer satisfaction. Have a great evening!

Manager: Thank you! You too, have a wonderful evening! 顾客：打扰一下，我想找餐厅经理谈一下。

经理：晚上好，我是餐厅经理。有什么我可以帮助您的？

顾客：我对我点的菜品有投诉。我点的海鲜菜品不新鲜，这严重影响了我的用餐体验。

经理：非常抱歉听到这个消息。感谢您向我反馈。我理解食物的新鲜和美味对您来说有多么重要。请允许我倾听您的意见，并解决这个问题。

顾客：感谢您愿意倾听。扒大虾的口感很差，有一股异味。我对这家餐厅的质量感到失望。

经理：我完全理解您的失望，并为给您带来的不便道歉，请稍等。

-（一段时间后，经理从厨房走出来。）

经理：抱歉让您久等了，也感谢您向我反馈此事。我们的目标是为客人提供最佳的用餐体验，我们对此事非常重视。我将亲自调查此问题，并立即采取措施予以纠正。

顾客：感谢你的理解。我希望能找到解决的办法。

经理：当然。作为善意的表示，我愿意为您提供一道新鲜食材制作的替换菜品。此外，我会确保我们的厨房人员牢记保持最高的质量和新鲜度的重要性。

顾客：那将不胜感激。我很高兴听到正在采取措施解决这个问题。

经理：感谢您的理解和耐心。我将与我们的厨房人员密切合作，确保这种情况不再发生。我们非常重视您的反馈，我将亲自跟进此事，确保问题得到您的满意解决。

顾客：感谢您致力于解决问题。谢谢您的关注和帮助。

经理：为能为您服务我们感到荣幸，再次为给您带来的不便道歉。如果有任何其他能让您的用餐体验更好的事情，请随时告诉我。感谢您选择我们的餐厅，我们期待在未来再次为您服务。

顾客：感谢您的理解和对客户满意度的承诺。祝您度过愉快的晚上！

经理：谢谢！您也同样，度过美好的晚上！

4. 课堂练习：

  1. Waiter: __ is the botanical garden open? Customer: The botanical garden is open from __. A) What time / 9 am to 5 pm daily B) Where / 10 am to 6 pm, except on Mondays C) How far / 7 pm to 11 pm, every Friday D) Why / 12 pm to 8 pm, weekends only

  2. Customer: Could you please provide me with directions to the historical museum? Waiter: Sure! The historical museum is just a __ ride away. A) 5-minute walk B) 10-minute taxi C) 15-minute drive D) 20-minute bus

  3. Waiter: What are the opening hours of the historical museum? Customer: The historical museum is open from __, except on __. A) 9 am to 5 pm daily / Tuesdays B) 10 am to 6 pm, except on Mondays / Wednesdays C) 7 am to 3 pm, every Friday / Thursdays D) 12 pm to 8 pm, weekends only / Sundays

  4. Customer: How can I get to the botanical garden? Waiter: The botanical garden is just a __ walk from the hotel. A) 5-minute B) 10-minute C) 15-minute D) 20-minute

  5. Waiter: If you need any assistance during your visit to the attractions, where can you go for help? Customer: I can go to __ for help. A) the botanical garden B) the historical museum C) the hotel front desk D) the local restaurant

参考答案：

  1. A) What time / 9 am to 5 pm daily
  2. C) 15-minute drive
  3. B) 10 am to 6 pm, except on Mondays / Wednesdays
  4. B) 10-minute
  5. C) the hotel front desk