培訓(xùn)資料：如何正確處理餐飲投訴(專業(yè)版)
【正文】 祝賀 [(+on)] ? He plimented her on her new 。迅速判斷客人投訴的原因、內(nèi)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。 – 4）對餐廳設(shè)備設(shè)施不滿。調(diào)查 ? 2. 在對話中 How about a delicious dessert, with our pliments? ? pliment ? n.[C] ? a. 贊美的話 。 1) What?s the problem, sir? Can I be of assistance? 2) This is quite unusual. I?ll look into the matter. 3) I?ll attend to/take care of this right away… 4) I?m terribly sorry. I can give you something else if you?d like. That?ll be on the house, of course. 5) Thank you for telling us. I?ll speak to our manager about it. Please accept our apology. 6) Please feel free to contact us if you have any requests. Facing a plaint Task pleting 1. Put the following into Chinese: 1) The steak is underdone/overdone/raw/bloody/too tough/hard/dry! 2) You’ve been ignoring us all the evening. We’ve finished our dinner 20 minutes ago. If you don’t bring the bill in the next two minutes, we’ll leave. 3) This food tastes strange/funny/awful/bad. 4) I’m very unhappy with your restaurant service. I was badly treated by a rude waiter. 5) The toast is too dark/too light/burnt/stale/soggy/damp. 2. Work in pairs and act out the dialogue with your partner on the given situations. Role play Situation 1: Mr. Stephen finds that the food is not he ordered. He ordered cheese burger. The food brought to him looks like a ham and cheese sandwich, He wants another Martini while waiting. You listen to the plaints, apologize to him and
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