如何正確處理餐飲投訴(ppt-21頁)-文庫吧資料
2024-10-25 14:27本頁面
【正文】 ologize for…”； 即使不是，也應(yīng)禮貌地說 “I’m sorry to hear that.” 5) 如果超出自己的權(quán)限，應(yīng)立即請主管出面解決，”Sorry, can you wait a moment, please, and I’ll get the manager.”(抱歉，能否稍等，我請經(jīng)理來為您解決。 “Thank you for bringing the matter to our attention.” (感謝您提醒我們注意。),1) Awful a. 沒烤熟 2) Raw b. 酸的 3) Burnt c. 不新鮮 4) Undone d. 微溫的 5) Overdone e. 糊的 6) Lukewarm f. 苦的 7) Sour g. 太老了 8) Stale h. 生的 9) starch i. 焦了 10) bitter j. 很糟糕,Word matching,Task preparing,Discussion,1) In what kind of situations do guests make complaints about food and beverage? 2) How are you going to respond to the complaints in the first place? 3) Think of some solutions to diners’ reasonable complaints.,Listen and answer,Listen to the dialogue and answer the following questions: (1) What did the guest complain? (2) How did the waiter handle it? (3) Was the guest satisfied? How do you know that?,Direction: Listen to the dialogue and supply the missing information. W=Waiter D=Diner W: Is everything _____(1)______? D: No, the steak was recommended, but it is not very fresh. W: Oh! ___ (2) ___! This is quite ____(3)____ as we have fresh steak from the market every day! I’ll ____(4)____. D: So what? It is not fresh and I’m not happy about it!,W: I’m sorry, sir. Do you wish to ___(5)____? That would be ___(6)___, of course. ___(7)___ a delicious dessert, ___(8)___? D: No, I don’t wan to try something else, and find it’s not fresh again! This is very annoying. W: I see, sir. Just give us _________(9)___
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