English for Hotel Business: Part 7 Dealing with Complaints

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English for Hotel Business: Part 7 Dealing with Complaints

  1. 1. 331303<br />English for Hotel Business<br />Asst.Prof. Phunsuk Kannarik<br />
  2. 2. Part 7 Dealing with Complaints<br />
  3. 3. Rules for Dealing with Complaints<br />Listen carefully to the complains.<br />Do not interrupt.<br />Wait until the person has finished completely.<br />Apologize.<br />Speak normally to: <br />
  4. 4. 5.1 summarize or repeat the complaint <br /> 5.2 explain what action will be taken,<br /> and how quickly<br />6. If the guest is angry, aim to remove the scene<br /> to somewhere private.<br />
  5. 5. Expressions Used for Dealing with Complaint<br />Apologizing<br /><ul><li>I’m sorry.
  6. 6. I’m very/ terribly/ extremely sorry.
  7. 7. I’m really must apologize.</li></ul>- I do apologize.<br />
  8. 8. Showing attention to what the guest is saying<br /><ul><li>Yes.
  9. 9. I see.</li></ul>Explaining or promise the action to be taken<br />1. Getting someone else to do something<br /> - I’ll have (it sent up to you immediately.)<br /> - I’ll get (it attended to you right away.) <br /> - I’ll make sure (it’s brought to you now.)<br />
  10. 10. 2. Sorting out by yourself<br /> - I’ll deal with this problem myself right now.<br /> - I’ll look into this case immediately.<br /> - I’ll sort out this mistake right away.<br /> - The first thing I’m going to do is……………….<br />3.Moving the scene to any place private<br /> - Let’s go to my office.<br /> - Would you like to come to the lounge?<br /> - Why don’t we go to my office?<br />
  11. 11. Group Discussion<br />In group, discuss how you would handle the<br />following people complaining in your hotel,<br />using the steps of the rules for dealing with<br />complaint as a guide. <br />A guest who can’t speaking English very well,<br /> complaining about the size of her room.<br /> 2. An elderly man complaining about how many<br /> stairs he has to walk up to his room.<br />
  12. 12. 3. A dinner guest, who is part of a large and<br /> important wedding party, complaining<br /> about the quality of the food.<br /> 4. A drunk customer in the hotel restaurant,<br /> complaining loudly about the slow service.<br /> 5. An extremely rude and angry guest, <br /> complaining about her bill when checking <br /> out.<br />
  13. 13. Speaking Practice<br />Respond to the following complaints.<br />Example:<br />Complaint: The bathroom in my room is dirty.<br />Apology: I’m extremely sorry.<br />Action: I’ll send the chambermaid up to<br /> clean it immediately.<br />
  14. 14. 1.Complaint: The room I’m in is extremely small. <br /> I want to move room now.<br /> Apology:______________________________<br /> Action:________________________________<br /> ________________________________<br />2. Complaint: The food is bad and the service is<br /> very slow. Apology:_____________________________<br /> Action:_______________________________<br /> ______________________________<br />
  15. 15. 3. Complaint: This is the worst bottle of wine<br /> I have ever had. It’s taste like<br /> vinegar.<br /> Apology: ____________________________<br /> Action: _____________________________<br /> _____________________________<br /> _____________________________<br />
  16. 16. 4. Complaint: Room service haven’t brought us<br /> two cups of coffee.<br /> Apology:_____________________________<br /> Action:_______________________________<br /> _______________________________<br />5. Complaint: I’m not certainly going in the pool,<br /> it looks very dirty.<br /> Apology:_____________________________<br /> Action:_______________________________<br /> _______________________________<br />

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