旅游英语课件tourism englishppt 13 16旅游英语Unit15.ppt

Unit Fifteen Complaints Complaints Words and expressions: 1. fraught adj. 充满的，伴随着的 2. salvage vt. 利用，挽救 3. cultivate v. 培养,养成 4. criteria （pl.） n. 标准,准则 5. procedure n. 程序,手续,步骤 6. obnoxious a. 可憎的,不愉快的,讨厌的 And canceled itineraries, like closed windows that divert one’s attention to an open door, presents new options and opportunities. Certainly, traveling is not easy, but with a little luck and an open mind, it can be fun, exciting and incredibly rewarding. If a guide wants to avoid tourists’ complaints, he or she should prepare himself with the following: First, a guide should try to improve his own skills, accumulate working experience and perfect his own service. Secondly, a guide should cultivate his own occupational morality and act according to the criteria of guide service. After accepting the task of guiding a group, a guide should focus on the details of the sites to be visited, become thoroughly familiar with the members of the group, and prepare himself mentally and emotionally for the guiding experience. Lastly, a guide should serve every tourist according to the basic service procedures, but also take into account individual differences, while providing exceptional service. But if complaints occur, a guide should always remember that however rude or obnoxious a tourist may become, he should remain calm and treat each tourist patiently and respectfully. What’s more, a guide should explain when possible, and apologize when necessary, and promise to do his best to improve his service. In case of a serious complaint, a guide should report to the person in charge at the travel agency and ask for assistance in resolving the issue. Words and expressions: 1. table d‘hote n. (用于点菜的)桌菜，和菜 2. a la carte 点菜 3. smoked salmon 熏鲑鱼 4. lobster n. 龙虾 5. rare adj. 全生 6. One Remy Mar