民航运输服务饶梦婷70课件.pptx

;;TeachingObjectives;

Learnthemostfromthemostdissatisfiedcustomers.

;;handle[h?ndl]?vt.处理

complaint[k?m?ple?nt]?n.抱怨，投诉

satisfactory[?s?t?s?f?kt?ri]adj.让人满意的

replace?[r??ple?s]??vt.替换

hardly[?hɑ:dli]?adv.几乎不;几乎没有

scenery[?si?n?ri]?n.风景

disappointing?[?d?s??p??nt??]?adj.令人扫兴的

mention?[?men?n]vt.提及

apologize[??p?l?d?a?z]??v.道歉?

mistake[m??ste?k]?n.错误

inconvenience[??nk?n?vi?ni?ns]n.不便

;HandlingTouristComplaints;Choosethebestanswer.;1.WhatisMrs.Brownunsatisfiedwith?

A.Thesoup.B.Thewaitress’service.

C.Thetourguide.D.Thehotel.;Mrs.Brown:WangHui,I’mafraidwehaveacoupleofcomplaints[k?m?ple?nts].

WangHui:What’stheproblem,Madam?

Mrs.Brown:Thefoodisfarfromsatisfactory?[?s?t?s?f?kt?ri].See,thesoupisverycoldandhastoomuchsaltinit.

WangHui:I’msorrytohearthat.NowIcallthewaitress[?we?tr?s]?toreplace[r??ple?s]?itwithsomethingelseforyou.Werethereanyotherproblems?

Mr.Brown:Iamafraidso.

;MrBrown:Iamafraidso.Atthescenic?[?si:n?k]?sites?[sa?ts]thismorningyouwerewalkingalittletoofast,anditwasdifficultforustokeepup.Besides,therewashardly[?hɑ:dli]?timeforustoenjoyanyofthescenery[?si:n?ri]?.

WangHui:I’msosorry.Thatmusthavebeenratherdisappointing[?d?s??p??nt??]foryou.;MrBrown:Yes.I’mafraiditwas.AndWangHui,couldyoualsopleasespeaklouderatthesitesaswewereabletocatchonlyalittlebitofwhatwassaid.

WangHui:Oh,I’mterriblysorrytohearthat.FromnowonI’llpayattention?[??ten?n]?towhatyou’vementioned?[men?nd]justnow.andIapologize[??p?l?d?a?z]?forthemistakes.[mis?teiks].?

Mr.Brown:That’salright.;;;;;;;;;AnAssignment;