② SEC1 A: Well, we understand how you feel and try all our best to help you Now, Madam, could you tell me in which way you want to have this problem solved? (SEC2)B: i hate to mention it but i have to make a claim with 5 that medicinal herb store for my loss. Moreover, I need a reasonable explanation given by your travel service S): It is understanding. I will report it immediately to my supervisor and decide what to do about it. Then, we'll inform you of our opinions 6 And I assure you that the similar thing will never occur again at our SEC travel service B: Ok, I will be waiting for your satisfying decision A: Madam, could you tell me your contact details? www.themegallery.com LOGO
www.themegallery.com LOGO A: Well, we understand how you feel and try all our best to help you. Now, Madam, could you tell me in which way you want to have this problem solved? B: I hate to mention it, but I have to make a claim with5 that medicinal herb store for my loss. Moreover, I need a reasonable explanation given by your travel service. A: It is understanding. I will report it immediately to my supervisor and decide what to do about it. Then, we’ll inform you of our opinions6 . And I assure you that the similar thing will never occur again at our travel service. B: Ok, I will be waiting for your satisfying decision. A: Madam, could you tell me your contact details? SEC 2 SEC 3 SEC 4 SEC 1
② SEC1)B: Sure. Ami Sawyer. A-M-I-S-A-W-Y-E-R, my mobile phone is 15623478932,andmyE-mailboxisAmisawyer123@yahoo.com A: Yes, I write it down. Thank you. By the way, Madam, is there SEC 2 anything else can do for you B: No, thank you just the same A∵: You are we|come! SEC 3 SEC www.themegallery.com LOGO
www.themegallery.com LOGO B: Sure. Ami Sawyer. A-M-I-S-A-W-Y-E-R, my mobile phone is 15623478932, and my E-mail box is AmiSawyer123@yahoo.com. A: Yes, I write it down. Thank you. By the way, Madam, is there anything else I can do for you ? B: No, thank you just the same. A: You are welcome! SEC 2 SEC 3 SEC 4 SEC 1
② Vocabulary SEC 1 apologize [e poled3aiz]V 道歉 medicinal I me disinel ]a 医学的 SEC 2 herb [ ha: b]n 药草,香草 Jingsong n 人参 awfully [o fuli] ad 可怕地,非常地,极端地 SEC3)claim kleim ]v 要求,说明,断言 n 要求,要求权 supervisor [sju pevaize] n 监督人,管理人 SEC 4 www.themegallery.com LOGO
www.themegallery.com LOGO apologize [ ə'pɔlədʒaiz ] v. 道歉 medicinal [ me'disinəl ] a. 医学的 herb [ hə:b ] n. 药草,香草 Jingseng n. 人参 awfully [ 'ɔ:fuli ] ad. 可怕地,非常地,极端地 claim [ kleim ] v. 要求,说明,断言 n. 要求,要求权 supervisor [ 'sju:pəvaizə ] n. 监督人, 管理人 Vocabulary SEC 2 SEC 3 SEC 4 SEC 1
② case study SEC 1 Receiving and handling complaints is a part of daily routine for a staff at travel service. While receiving a complaint, a receptionist SEC 2 should listen carefully to the client's opinions and make a note of it The principle of handling a complaint is, on one hand to maintain the benefits of your travel agency, and on the other hand to satisfy your SEc3 client. The feedback of handling a complaint should be conveyed to the client in time. Sometimes handling complaints can enable us to improve our service quality SEC www.themegallery.com LOGO
www.themegallery.com LOGO Receiving and handling complaints is a part of daily routine for a staff at travel service. While receiving a complaint, a receptionist should listen carefully to the client’s opinions and make a note of it. The principle of handling a complaint is, on one hand to maintain the benefits of your travel agency, and on the other hand to satisfy your client. The feedback of handling a complaint should be conveyed to the client in time. Sometimes handling complaints can enable us to improve our service quality. case study: SEC 2 SEC 3 SEC 4 SEC 1
② Questions: ,买!买!买! SEC 1 SEC 2 1. Can you describe the client's feeling? SEC 3 2. Do you think the tour guide is right? SEC 3. If you were a receptionist how would you serve the client? www.themegallery.com LOGO
www.themegallery.com LOGO 1.Can you describe the client’s feeling? 2.Do you think the tour guide is right ? 3.If you were a receptionist , how would you serve the client? Questions: SEC 2 SEC 3 SEC 4 SEC 1