Unit 4 Complaint 處理投訴
經(jīng)典對(duì)話
C=Front Office Clerk 前臺(tái)服務(wù)員 G=Guest 顧客
C：Good evening. Front Office . Can I help you?
晚上好，這里是前臺(tái)。有什么可以為您效勞？
G：This is Mrs. Stevenson, Room 1503. I’ve just checked in and I’m not happy with my room.
我是 1503 房的史蒂文森太太，剛?cè)胱〉?，我?duì)房間不滿意。
C：May I know what is wrong?
請(qǐng)問(wèn)有什么問(wèn)題嗎？
G：The room is smelly and there is someone’s hair on my bed! I didn’t expect such thinhs would happen in your hotel.
房間有股難聞的氣味，我的床上還有別人的頭發(fā)！我沒(méi)料到你們酒店會(huì)發(fā)生這樣的事情。
C：I’m sorry to hear that. Mrs. Stevenson. I’ll send a housemaid to your room at once. She will bring air fresher and make up the bed again for you. We do apologize for the inconvenience.
很抱歉有這種事情，史蒂文森太太。我馬上派一個(gè)服務(wù)員拿空氣清新劑來(lái)，并且為您重新整床。
我們?yōu)榻o您帶來(lái)不便道歉。
G：That’s fine. Thank you.
好吧，謝謝。
C：You’re welcome, Mrs. Stevenson. My name is Simon, and if there is anything else I can do for
you, please don’t hesitate to call me .
不客氣，史蒂文森太太。我叫西蒙，如有什么我能效勞的，請(qǐng)盡管給我電話。
常用句型百寶箱
1. 顧客投訴問(wèn)題
1) There is no hot water/water boiler.
沒(méi)有熱水/煮水器。
2) The room is in a smell/too noisy.
房間一團(tuán)糟/太吵了。
3) The window curtain is full of dust.
窗簾積滿了灰塵。
4) The pillow cases are stained.
枕頭套上有污漬。
5) The bathtub/water closet is dirty.
浴缸/抽水馬桶是臟的。
6) The water closet is clogged ant when I flushed it , it overflowed.
抽水馬桶堵住了。我一沖水，水就冒出來(lái)。
7) There are no towels/toiletry items/toilet paper in the bathroom.
衛(wèi)生間沒(méi)有浴巾/洗浴用品/廁紙。
8) My necklace /watch/wallet is missing.
我的項(xiàng)鏈/手表/錢包不見(jiàn)了。
9) Get me your manager!
把你們經(jīng)理叫來(lái)。
2. 表示歉意和關(guān)注
1) I’m terribly sorry to hear that.
聽(tīng)到這樣的事情，我真的非常遺憾！
2) I’ll attend to /take care of this right away.
我馬上來(lái)處理這件事前。
3) I’ll look into this matter at once.
我馬上去查清這件事情。
4) I’ll send a chambermaid immediately.
我馬上派一個(gè)房間服務(wù)員過(guò)去。
5) We might overlooked some points.
我們可能忽略一些細(xì)小的地方。
6) We do apologize for the inconvenience.
我們?yōu)榻o您帶來(lái)不便深表歉意。
7) There could have been some mistake. I do apologize.
可能是出了什么差錯(cuò)，實(shí)在對(duì)不起。
3. 解釋原因
1) The previous guest checked out late and you demand immediate access to your room. So the
chambermaid didn’t have time to make up the room.
上一位客人很遲才退房，而您要求馬上入住，所以服務(wù)員沒(méi)時(shí)間來(lái)整理。
2) You put the “DND” sign on the knob, so the chambermaid didn’t make up the room.
您把“請(qǐng)勿打擾”的牌子放在把手上了，所以服務(wù)員沒(méi)來(lái)整理房間。
4. 提供解決方案
1) Our manager is not in town. Shall I get our assistant manager for you?
我們的經(jīng)理不在本地。我?guī)湍兄斫?jīng)理來(lái)好嗎？
2) If you get your luggage ready , we would move you to another room.
如果您把行李整理好，我們安排您到別的房間去。
3) I will send a porter to help you with the luggage.
我派個(gè)行李員來(lái)幫您搬行李。
4) To express our regret for all the trouble, we offer you a 10% discount/complimentary flowers.
我們給您帶來(lái)這么多麻煩，為了表示歉意，特為您提供 9 折/免費(fèi)花籃。
5) Please allow me to send a chambermaid to your room to help you look for it again.
請(qǐng)?jiān)试S我派一位服務(wù)員來(lái)幫您再仔細(xì)找找。
6) Shall I call the police for you?
我?guī)湍鷪?bào)警好嗎？
7) I will speak to our manager about it.
我會(huì)向我們經(jīng)理報(bào)告這件事。
8) This is really the least we can do for you.
我們能為您做的實(shí)在太有限了。
經(jīng)典對(duì)話
C=Front Office Clerk 前臺(tái)服務(wù)員 G=Guest 顧客
C：Good evening. Front Office . Can I help you?
晚上好，這里是前臺(tái)。有什么可以為您效勞？
G：This is Mrs. Stevenson, Room 1503. I’ve just checked in and I’m not happy with my room.
我是 1503 房的史蒂文森太太，剛?cè)胱〉?，我?duì)房間不滿意。
C：May I know what is wrong?
請(qǐng)問(wèn)有什么問(wèn)題嗎？
G：The room is smelly and there is someone’s hair on my bed! I didn’t expect such thinhs would happen in your hotel.
房間有股難聞的氣味，我的床上還有別人的頭發(fā)！我沒(méi)料到你們酒店會(huì)發(fā)生這樣的事情。
C：I’m sorry to hear that. Mrs. Stevenson. I’ll send a housemaid to your room at once. She will bring air fresher and make up the bed again for you. We do apologize for the inconvenience.
很抱歉有這種事情，史蒂文森太太。我馬上派一個(gè)服務(wù)員拿空氣清新劑來(lái)，并且為您重新整床。
我們?yōu)榻o您帶來(lái)不便道歉。
G：That’s fine. Thank you.
好吧，謝謝。
C：You’re welcome, Mrs. Stevenson. My name is Simon, and if there is anything else I can do for
you, please don’t hesitate to call me .
不客氣，史蒂文森太太。我叫西蒙，如有什么我能效勞的，請(qǐng)盡管給我電話。
常用句型百寶箱
1. 顧客投訴問(wèn)題
1) There is no hot water/water boiler.
沒(méi)有熱水/煮水器。
2) The room is in a smell/too noisy.
房間一團(tuán)糟/太吵了。
3) The window curtain is full of dust.
窗簾積滿了灰塵。
4) The pillow cases are stained.
枕頭套上有污漬。
5) The bathtub/water closet is dirty.
浴缸/抽水馬桶是臟的。
6) The water closet is clogged ant when I flushed it , it overflowed.
抽水馬桶堵住了。我一沖水，水就冒出來(lái)。
7) There are no towels/toiletry items/toilet paper in the bathroom.
衛(wèi)生間沒(méi)有浴巾/洗浴用品/廁紙。
8) My necklace /watch/wallet is missing.
我的項(xiàng)鏈/手表/錢包不見(jiàn)了。
9) Get me your manager!
把你們經(jīng)理叫來(lái)。
2. 表示歉意和關(guān)注
1) I’m terribly sorry to hear that.
聽(tīng)到這樣的事情，我真的非常遺憾！
2) I’ll attend to /take care of this right away.
我馬上來(lái)處理這件事前。
3) I’ll look into this matter at once.
我馬上去查清這件事情。
4) I’ll send a chambermaid immediately.
我馬上派一個(gè)房間服務(wù)員過(guò)去。
5) We might overlooked some points.
我們可能忽略一些細(xì)小的地方。
6) We do apologize for the inconvenience.
我們?yōu)榻o您帶來(lái)不便深表歉意。
7) There could have been some mistake. I do apologize.
可能是出了什么差錯(cuò)，實(shí)在對(duì)不起。
3. 解釋原因
1) The previous guest checked out late and you demand immediate access to your room. So the
chambermaid didn’t have time to make up the room.
上一位客人很遲才退房，而您要求馬上入住，所以服務(wù)員沒(méi)時(shí)間來(lái)整理。
2) You put the “DND” sign on the knob, so the chambermaid didn’t make up the room.
您把“請(qǐng)勿打擾”的牌子放在把手上了，所以服務(wù)員沒(méi)來(lái)整理房間。
4. 提供解決方案
1) Our manager is not in town. Shall I get our assistant manager for you?
我們的經(jīng)理不在本地。我?guī)湍兄斫?jīng)理來(lái)好嗎？
2) If you get your luggage ready , we would move you to another room.
如果您把行李整理好，我們安排您到別的房間去。
3) I will send a porter to help you with the luggage.
我派個(gè)行李員來(lái)幫您搬行李。
4) To express our regret for all the trouble, we offer you a 10% discount/complimentary flowers.
我們給您帶來(lái)這么多麻煩，為了表示歉意，特為您提供 9 折/免費(fèi)花籃。
5) Please allow me to send a chambermaid to your room to help you look for it again.
請(qǐng)?jiān)试S我派一位服務(wù)員來(lái)幫您再仔細(xì)找找。
6) Shall I call the police for you?
我?guī)湍鷪?bào)警好嗎？
7) I will speak to our manager about it.
我會(huì)向我們經(jīng)理報(bào)告這件事。
8) This is really the least we can do for you.
我們能為您做的實(shí)在太有限了。