unit thirteen settling complaints 解决投诉

L/O/G/O

Unit Thirteen Settling Complaints

解决投诉

Unit Objectives （单元目标） Unit Objectives （单元目标） • After learning this unit, you should• ——understand what is the definition and

classification of complaints;• ——master the basic words and expressions

about settling complaints;• ——get some background information about

tourism complaints;• ——find ways to improve your writing skills

about replying letters of complaints;• ——be familiar with the UK Travel Industry and

the process of settling complaints.

Background Knowledge 背景知识 Background Knowledge 背景知识 • Tourism complaint is a common phenomenon in

tourism activities. Tourism complaint is that tourists and overseas traveling salesmen, domestic tourism operators and others make a complaint about the damage to the legitimate standards of tourism operators and related services units in order to safeguard their own legitimate rights of the tourism, in writing or orally request of handling the complaints to the tourism administration departments.

Types of Complaints 投诉类型 Types of Complaints 投诉类型 • A ． Complaints category （投诉者类别）• 1. Complaints of domestic tourism （国内旅游投诉） • 2. Outbound tourism complaints （出境旅游投诉）• 3. Inbound tourism complaints （入境旅游投诉）• • B ． The complainant type （被投诉者类别） • 1. Travel agencies （旅行社）• 2. Hotels （饭店） • 3. Dining （餐饮）• 3. Interesting places （景点） • 4. Shopping （购物）• 5. Transportation （交通）• 6. The other （其它）

Practice Materials 实训材料 Practice Materials 实训材料 • Listening • Dialogue 1• a. Listen to Dialogue One and decide whether each

of the following sentences is true (T) or false (F).• 1. ___F___ Frank lives in room 158. • 2. ___T___ Frank wants to change a room at first. • 3. ___T___ There is something wrong with that air-condition. • 4. ___T___ The assistant manager will send a repairman to check

that air-condition at once. • 5. ___F___ At last Frank doesn’t want to change his room.

Dialogue 1Dialogue 1

• b. Listen to the dialogue and answer these questions.

• 1. What’s the guest’s name?• Frank. • 2. Who was woken up several times by the heat the bad air-

condition made? • Frank’s child. • 3. Do you know the phrase “She said it was too much for her”? • It means that she couldn’t bear it. • 4. Do they have a spare room for Frank today? • No. • 5. Do you know the phrase “have a sound sleep”? • It means have a good sleep.


• c. Listen to the dialogue again and supply the missing words.

• 1. My child was woken up several times by the heat the bad air-condition made.

• 2. I’m awfully sorry, sir. • 3. The American & Chinese Face-to-Face Education Delegation will

be leaving tomorrow morning. • 4. I hope we’ll be able to enjoy our stay in a cool suite tomorrow

evening and have a sound sleep.• 5. Be sure. Ill make a note of that.

参考译文参考译文• A: 晚上好，先生。我能为您做些什么？• B: 我是弗兰克，住在 508 房。抱歉你能给我换个房间吗？因为空调

有问题，不能降到设定的温度，那儿太热了。我孩子被坏空调造成的闷热弄醒了几次。她说这使她难以忍受。

• A: 非常对不起，先生。我向您道歉。我马上派修理工去看一下。• B: 无论如何，我想换一间房。• A: 没问题，先生。我们会尽力办到。但是今天我们没有空余房间。

等到明天好吗？中美面对面教育代表团将在明天早上离开。到时将有多间房间可供选择。

• B: 好吧。我希望明天晚上我们能呆在一套凉快的房间里睡个好觉。• A: 一定会的。我会记下此事，一切都会安排好的。如果还需要别的

什么东西，请告诉我们。• B: 非常感谢。• A: 不客气。


• a. Listen to Dialogue One and decide whether each of the following sentences is true (T) or false (F).

• 1. T The conversation happened on the phone. • 2. F The madam will live in the room 490. • 3. F The madam isn’t satisfied with five items in the room. • 4. F The room is untidy because the housemaid is too lazy to

clean the room. • 5. T The last solution is to change another room for the

madam.


• b. Listen to the dialogue and answer these questions. • 1. When does the conversation happen? • In the morning. • 2. How does the madam feel when she has entered into her room? • She is simply shocked. • 3. Which is the worst thing in the madam’s opinion? • There are ants in her room. • 4. Whom will be sent to the room and help the madam with her

luggage? • A porter. • 5. What does the madam think about the last solution?• It sounds like a reasonable solution.


• c. Listen to the dialogue again and supply the missing words.

• 1. I’m simply shocked to find the room in such an intolerable condition.

• 2. First the room is so dirty and has a bad smell. • 3. And the pillow hasn’t been changed. • 4. Then the faucet is always dripping in the washroom.• 5. Oh, dear, we are terribly sorry for all this mess.

参考译文参考译文• A ：早上好，需要帮助吗？• B ：这是戈尔登夫人， 415 房。我刚进入我的房间。• A ：是的，夫人，我能为你做些什么吗？• B ：是的，你能为我做很多。我吃惊地发现房间的状况让人无法忍受。• A ：真的吗？也许你可以告诉我你的房间有什么问题？• B ：首先房间很脏，有怪味。枕头没换。其次厕所的水龙头总滴水。• A ：听到这些我很遗憾。我们为给你带来的不便表示抱歉。你瞧，先

前的客人很晚才走，你又坚持马上入住而服务员没有足够的时间整理房间。现在我马上派服务员去你的房间清扫，整理好一切。

• B ：不仅如此，最糟的是我的房间有蚂蚁。• A ：噢，亲爱的，我们为这些脏乱表示深深的遗憾。你瞧，现在是旅

游旺季，我们缺少人手。所以你介意换一间房吗？我马上派搬运工到你的房间，帮你搬行李。

• B ：这解决办法还比较合理。谢谢你。• A ：不用谢。我们再次为给你带来的不便表示抱歉。

Reading Reading

• Introduction to the UK Travel Industry

Bermuda Birmingham Town Hall Edinburgh Castle Scotland dress

Spain Wales--Powys twin room double room

Introduction to the UK Travel Industry Introduction to the UK Travel Industry • a. Answer the following questions according to the Passage.• 1. Could you name a type of transport about the travel industry?• Airlines, ferries, cruise, railways, bus and coach. • 2. Decide if the following are outbound, domestic or incoming tourists on the

side of the author. • a. A family from Cardiff (英国港市 ) traveling to Greece.• b. A couple from London holidaying in Wales.• c. An Australian resident touring Scotland.• a= outbound tourist; b= domestic tourist; c= incoming tourist • 3. Could you name different types of room are usually available in hotels?• Single rooms, Twin rooms, Double rooms, Family rooms, Suites . • 4. Please list the range of facilities and services available to guests in a large

resort hotel. • Such as laundry facilities, a gym, swimming pool, games rooms, • hairdressers and shops. • 5. To whom will some dissatisfied clients complain in UK?• Some dissatisfied clients will complain to their travel agent; to the transport

operator; in the resort to the resort representative or accommodation provider; to the tour operator’s office in the UK.

Introduction to the UK Travel IndustryIntroduction to the UK Travel Industry

• b. Translate the expressions into Chinese or English.• 1. international travel 国际旅行 • wholesalers and retailers 批发和零售 • distribution chain 分配链• guesthouses 上等旅社 , 宾馆 • 2. outbound tourists 境外游客 • domestic tourists 境内游客• incoming tourist 入境游客 • 3. twin room 带两张床的双人间 • double room 带一张大床的双人间• suite 套房 • 4. full board 全膳• half board 半膳 • bed and breakfast 住宿加 ( 次日 ) 早餐 • travel agent 旅行代理人 • transport operator 运输代理人 • reach an agreement 达成协议

• c. Choose an appropriate word or phrase to fill in each blank to make each sentence meaningful, and change its form where necessary.

• 1. We must make massive efforts to improve things.• 2. Are there washing facilities in the school? • 3. It is provided in the contract that the work should be accomplished

within a year. • 4. She handled a difficult argument skillfully. • 5. The two countries finally reached a mutually acceptable

agreement of their borders.• 6. We must make the most of natural materials. • 7. There traveling students found accommodation at moderate

terms. • 8. He dedicated his life to the service of his country.• 9. The secretary has booked the manager in at the Hilton Hotel. • 10. There are millions of bicycles on the road.


• d. Translate the following sentences into English with words or phrases given in the brackets.

• 1. 她是最有希望得奖的女孩。（ be likely to ）• She is the most likely girl to win the prize. • 2. 他的第二部影片《理想的丈夫》确立了他当电影导演的声誉。

（ establish ）• His second film, 'Ideal Husband', established his fame as a film

director." • 3. 他被一长排待售的汽车吸引。（ a range of ）• He is interested in a large range of motors for sale. • 4. 天才总有些独特的品质和特征。（ specific ）• Genius always has some specific qualities and attributes. • 5. 一名宇航员将试着离开停着的宇宙飞船 ,然后再回到里面去。

（ attempt to ）• An astronaut will attempt to leave the stationary spaceship and then

return to it.


Writing A Letter on a Reply to a Guest’s Complaint 回复投诉信 Writing A Letter on a Reply to a Guest’s Complaint 回复投诉信 • Task 2 Sample Writing• （ 1 ） Reply to a Guest’s Complaint • 译文：• 主题：回复投诉信• 史蒂夫 ·华纳先生• 总经理办公室

玫瑰旅行社日落街 8782号

加利福尼亚州好莱坞 50号美国

• 艾伦 ·布朗• 神气汽车有限公司• 春城街 10号• 台北• 台湾 • 2008 年 7 月 6日• 亲爱的布朗先生：• 感谢您于 2008 年 7 月 1日涉及我们旅行社服务的来信。我们了解到您旅行过程中遇到很多困难，很不

安。关于您所说的糟糕的服务会损害旅行社的声誉的论点是完全正确的。请相信您的信已经转交给总经理，将很快得到他的关注。

• 我们希望这件事不会减少您对我们旅行社友好的关注。我们希望有幸能更好地再为您服务。欢迎您再来。

您忠实的史蒂夫 ·华纳投诉部经理

A Letter on a Reply to a Guest’s Complaint 回复投诉信A Letter on a Reply to a Guest’s Complaint 回复投诉信

• （ 2 ） Reply to a Guest’s Complaint • 译文：• 主题：回复投诉信• 亲爱的玛丽小姐 /女士：• 我们很遗憾地收到您 5 月 15日的信函，说您从武汉到云南旅程中没有受到良

好的服务。我们了解到相关的导游刚从旅游专科学校毕业，由于缺乏足够的实践经验所以犯了这样的错误。我们相信她会吃一堑，长一智的。同时我们将号召全体员工加强专业知识的学习，我们保证这样的事不会再发生了。

• 我们为这次的事情非常抱歉。作为补偿，在你下次参加我们旅行社的旅行时给你 5％的额外折扣。希望这样的安排能让您满意。

您忠实的赵亮总经理


• Writing Practice• 1. Filling the following reservation letter by translating the

Chinese in the brackets.• Dear Sir/Madam ，• Your complaint about service has been passed to me for attention( 你关于服

务的投诉已转交给我并引起关注 ). I am very sorry that you have been inconvenienced by our failure to provide the level of services to which you are entitled. I have made enquires and found that the problem was caused by carelessness. I can assure you that we have taken steps to make sure that this kinds of situation cannot arise again. （我向你保证我们已经采取了步骤确保这样的情况不会再发生。） Please accept our apology and appreciation of your highly valued custom. Please contact me personally if you experience any problems with our services in the future. Yours sincerely

Jones


• 2 ． Filling the following brackets: Mr. Weimar -- the manager of Complaint Department in St. Paul Hotel, will reply an unjustified complaint letter to Miss Lily on June 21st.

• June 21st• Dear Miss Lily ，• Thank you for your letter of June 12th,concerning service of complaint. I have

thoroughly investigated this complaint and have interviewed all the staff involved. （我已经彻底调查了这次投诉。） however I can, find no evidence to support the claims that you made. （我没有发现证据支持你的索赔） Indeed, I am satisfied that our staff acted properly and with due courtesy and efficiency. I hope that you will accept my regret that you feel we were remiss in our dealing with you. （你要觉得我们在处理中有玩忽职守，请接受我的歉意。） If, however, you can give me any evidence to support your claims , （你能提供任何证据支持你的索赔，） I shall be pleased to review the situation. If you would like to discuss the matter in person, please contact me directly. Yours sincerely

WeimarComplaint Department managerSt. Paul Hotel

L/O/G/O

Thank You!

unit thirteen settling complaints 解决投诉

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