培訓資料：如何正確處理餐飲投訴-預覽頁
【正文】 re’s your fresh orange juice, madam. A: But I told you didn’t want ice in it and you’ve put ice in it. B: I’m terrible sorry, madam. I’ll get a new one without ice. Assignments 1. Discuss after the class: What might the guest plain about in a restaurant? How will you deal with it? Then make your presentation in the next period. 2. Finish the exercises on line 。 The chicken was overdone. It was as tough as leather. 雞肉的火候過了，吃起來和皮革一樣硬。 ? b. 向 ...贈送 (某物 )以表示敬意 (或祝賀 )[(+with)] ? 3. 在對話中 Just give us another chance, you will find this restaurant really lives up to its name. ? live up to 實踐 。致意 。調查 ? 2. 在對話中 How about a delicious dessert, with our pliments? ? pliment ? n.[C] ? a. 贊美的話 。 “ Thank you for bringing the matter to our attention.” (感謝您提醒我們注意。在說話時，不要籠統(tǒng)地用 Sir/Madam來稱呼，而應使用 Mr./Mrs. **, 使他們感到自己受到關注。問清外賓的姓名 (name)和房號 (room number)等基本信息。 – 4）對餐廳設備設施不滿。邁點網 中國最大的酒店業(yè)管理資料免費下載網站 Learning objects Task preparing Task presenting Assignments Further development Task pleting Contents Students are required to 1. learn some important words and phrases: look into the matter, pliment, live up to。 – 3）對食品和（或）酒水質量不滿。 – 2）記錄。迅速判斷客人投訴的原因、內容以及自己可以采取的解決方案，如贈送（ plementary）水果、餐券 (meal voucher)等。 ) – 6）致謝。深入地檢查 ,研究 。 ? b. 問候 。祝賀 [(+on)] ? He plimented her on her new 。 I didn’t order this fish! 我沒點魚！ It takes to long to wait! 等太久了！ The meat is too tough. 肉
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