1、uHandle the tourists complaints;uWrite a reply to the tourists complaint letter;uIntroduce some tourist sites in Hong Kong to tourists.Learning goals Part1-Warming up No one enjoys complaining,though some are in the habit of complaining,for it seldom brings_feelings to oneselfespecially when one is
2、traveling.But sometimes things do make one feel unhappy.At the restaurant,the most _ things are inefficiency,the staffs unfriendly attitude and dirty tableware.When you are dealing with _,you should listen carefully,be polite and,except when it is absolutely necessary,dont make any comment until the
3、 tourist has finished.Then make a short,clear _.After that,you should repeat the complaints.This is to make sure that you have fully understood the problem and that there are no misunderstandings.If it is not a serious one,you can handle it yourself.You should explain to the tourist the action you p
4、lan to take and tell him when it will be done.If you decide that a manager should _ the complaints,you should first inform him and then arrange a meeting between him and the tourist.positive unbearablecomplaints apologyHandlecondition kndn n.状况Shower a n.淋浴soap sp n.肥皂sincerely snsl adv.诚恳地apologize
5、 pldaz v.道歉bother b v.麻烦adjacent desnt a.邻近的patience pens n.耐心cause k:z v.引起situation stjen n.情况put right 使恢复正常attend to 处理get stuck in 陷入了Part2-Situational Dialogues Dialogue 1 -Complaining about the facilities of the room (A:local guide B.tourist)A:You asked to see me,Mr.Hart?B:I certainly did.Im
6、not at all happy.A:What seems to be the problem,Mr.Hart?How can I help you?B:You can help me by getting my bathroom put right.Its in a terrible condition.When I tried the shower,no water came out at all.Im wondering why they put me in such a room.They should have known its condition before we arrive
7、d.A:I am sorry to hear that.There must have been a mistake.Ill have it fixed immediately.B:Thats not all.There is no soap,towers or toilet paper!A:I sincerely apologize for this,Mr.Hart.Ill attend to it as soon as possible.Listen to the dialogue1 and practice in pair 1 1B:Dont bother.Im not happy wi
8、th this room for some other reasons,too.Look,it isnt a twin room as I booked.Besides,this room faces the street,it is rather noisy.Could you help me change it to a quiet room?A:Ill try,Mr.Hart.Ill talk to the receptionist.Well,Mr.Hart,would you move to the adjacent room,that is 618?In the meantime I
9、ll help you with your luggage.B:Yes,please.And thank you for your patience.You are really very helpful.A:Its my pleasure.Just try to let me know whenever you need my help.2 2Listen to the dialogue2 and practice in pair Dialogue 2-Complaining about the tour guides being late (A:local guide B.tourist)
10、(A:local guide;B:tourist)B:Excuse me.Are you our tour guide?A:Yes,I am.Are you Mr.Hart from the United States?B:Yes.Weve been waiting here for more than half an hour!Why are you so late?A:Im terribly sorry.Our bus got stuck in a traffic jam.B:You should have known the traffic is heavy in this hour.W
11、hy didnt you start earlier?A:We did start earlier than usual.But there was an accident which caused a big jam and held us for almost an hour.B:All right.Now lets not let the guests wait any longer.A:Right.Ill explain the situation to the guest myself on the bus.1.Complaining about something.a.My lug
12、gage seems to be missing.b.Waiter,my food is a long time coming.c.The service was very bad.2.Apologizing a.Im sorry to have kept you waiting.b.We are very sorry to have caused you this trouble.c.I am sorry to hear that.There must have been a mistake.Useful expressions for a tour guide B:Sir,Ive got
13、something to complain.A:Yes?B:Im afraid _(服务员没有把房间打扫干净)A:Im very sorry,Madam._(我给客房部打电话家，马上把您房间打扫干净).B:There is dust on the chest of drawers(衣柜).A:Please let me apologize for this.Ill ask a room attendant to dust it immediately.B:And there is another question._.(还有一个问题，卧室的窗户关不上)Oral practice:Complet
14、e the Following Dialogue in English.(A:local guide;B:guest)the room attendant did not properly clean my room.Let me call the housekeeping and have it done right away.The window of my bedroom will not close properly.A:All right._(我请酒店的修理工马上给您修好.还有问题吗？)B:Yes.I think _(床单三天没有更换了)A:_(我和酒店的经理沟通一下,确保这样的事不
15、再发生)。B：_(你真好!)A:_(您如果再有什么问题,立即告诉我)B:Well,I think _(我已经投诉够多的了).A:You are right to complain,Madam.By the way,both the room attendant and the repairmen will be right up.B:Very well.Thank you very much.A:You are very welcome,Madam.Ill ask the repairman of the hotel to fix it right away.Are there any oth
16、er problems,Madam?the linen hasnt been changed for three days.I will talk to the manager of the hotel and make sure that this does not happen again.Thats very kind of youPlease do not hesitate to let me know if you have any further problems.I have complained enough for today.Dear Sir,My husband and
17、I have recently returned from one of your Golden Group holidays in Tunisia(突尼斯).We chose this holiday instead of many others as we were assured both in the brochure and by your agency staff that this particular package catered for retired couples like ourselves.We understood that our specially organ
18、ized activities would be run by mature,friendly hostesses.However,on arrival at our destination we were met by a very youthful rep who very curtly(简略地)told us that there were only two other people on the golden group package and that,as a result,we could join in the activities organized for other gr
19、oups or look after ourselves.Since our tastes do not include hard rock(剧烈摇滚乐)or late-night pub crawls(串酒吧),we asked to bePart3-Reading Read the following tour complaint letter and then write a reply,referring to the steps for dealing with complaints.A Tour Complaint Letter moved to another hotel.We
20、were told that if we did this it would have to be at our expense.As a result,we decide to stay where we were and to organize our own entertainment.Now that we have returned home,we feel obliged to draw your attention to our dissatisfaction with the service we received.Not only were we deceived by th
21、e information in your brochure but we were not properly treated by your staff in the resort.We hope this matter will be rectified to our satisfaction in the near future and look forward to hearing from you shortly.Yours faithfully,Mary HartA Tour Complaint LetterApologizing for the error or faultAcc
22、epting the complaint A short explanation of the faultInvestigation to be madeA Tour Complaint Letter(for reference answer)Dear Mrs.Hart,Thank you for writing to us.We are sorry to hear that you and your husband did not enjoy your recent Golden Group holiday in Tunisia and apologize if the tour reps
23、behavior was inappropriate.We assure you this behavior is not the kind we normally tolerant and we will be looking into the matter fully and taking any necessary action.We would,however,like to draw your attention to the fact that all our reps are highly trained,whatever their age,and that we do not
24、 specify(规定)how old they are in our brochures.As to the special entertainment package that you requested,we do explain in the brochure that this package is only run when there are a minimum of eight guests requesting it on any one tour.As you yourself mention,in your case there were only four people
25、,yourselves and two others.Therefore the rep was quite correct to tell you that this would not be possible and that we would be unable to cover the expense of a change of hotel.As a goodwill gesture we enclose four vouchers(优惠劵)for day trips to Paris so that you can appreciate our normal high standa
26、rd of service for yourselves.Yours sincerely,Customer Relations Clerk哈特夫人，谢谢您的来函。听说您夫妇俩没有尽情享受最近参加的突尼斯黄金团游，我们对此深表遗憾。如果是我方的工作人员行为失当，那我们表示深深歉意。我们无法容忍这种行为。我们将彻底调查此事，必要时采取行动。然而，我们必须指出我方的工作人员无论老少都是受过良好的培训，我们在宣传册中不会详细说明他们的具体年龄。关于您要求的特殊娱乐活动套餐，我们在宣传册中有说明。这个套餐最低要求是八个人。正如您所提及，您们夫妇俩加另外两位客人，总共只有四个人。所以我方的工作人员才告诉您
27、不可能满足您提出的要求，不能支付您更换宾馆的费用。为表示我们的诚意，我们送您四张巴黎游的优惠券，以便您能享受我们高标准的服务。此致 敬礼 Exercise：Put the second letter into Chinese.The Harts have been waiting for half an hour at the airport,but the local guide has not turned up yet.The Harts are unhappy and make a complaint against the travel service.How does the gu
28、ide handle the complaint?The local guide should:1)have an honest attitude and be responsible for the mistake.2)make an apology to the Harts,and smile kindly when she does it.3)explain the reason why he or she is late,and promise to do his or her best to improve the service.4)No matter how they respo
29、nd,the guide must keep calm and treat the guests patiently and respectfully.5)In case of a serious complaint,the guide should report the case to the manager or the person who handles the complaint.How to Deal with Tourists ComplaintPart4-Case StudyTour of Hong KongPart5-Skill TrainingPassage A Hong
30、Kong Disneylandreclaim rklem v.改造;开拓inimitable nmtb()l a.独特的；无比的accompany kmpn v.陪伴delicate delkt a.精美的，雅致的element elm()nt n.元素，要素hippo hp n.河马cobra kobr n.眼镜蛇orangutan ,rutn n.猩猩conceive knsiv v.构思，设想animated nmetd a.活泼的exotic ztk a.异国的gorilla grl n.大猩猩sprinkle sprk()l v.喷撒lWords and Expressions ad
31、apt dpt v.改编acrobatics krbtks n.杂技blink blk v.眨眼睛contented kntentd a.满足的sparkling sprkl a.闪闪发光的capsule kpsul n.太空舱alien eln n.外国人 complete with 包括，连同appeal to 对有吸引力be weary of 对感到厌倦Hong Kong Disneyland 香港迪斯尼乐园Pennys Bay 竹篙湾Lantau Island 大屿山Main Street U.S.A.美国小镇大街Fantasyland 梦幻世界Adventureland 冒险世界To
32、morrowland 明天世界Paddy Wagon 警车Winnie the Pooh 小熊维尼Tour of Hong Kong Disneyland I.Put the following sentences into Chinese.1.Hong Kong Disneyland is located on reclaimed land in Pennys Bay,Lantau Island and it consists of four themed lands:Main Street U.S.A.,Fantasyland,Adventureland and Tomorrowland.
33、2.Entering Main Street U.S.A,we will be amazed by the delicate buildings,dim gas lamp and Paddy Wagon passing by.3.Guided by a brave captain,Jungle River Cruise will take us into the heart of hidden regions.Hippos,cobras,elephants,orangutans and startling jungle events are waiting for us.Exercises香港
34、迪斯尼乐园位于大屿山的竹篙湾，包括美国小镇大街、幻想世界、探险世界和明日世界四个主题园区。走进美国小镇大街，您会地看到精巧的建筑、幽暗的煤气灯和穿梭的马车。4.Have you ever been touched by Cinderellas extraordinary story and Winnie the Poohs adventures in the forest?Have you ever wanted to be a princess such as Snow White or Sleeping Beauty?5.Leave the fairytale wonderland per
35、fectly contented and we step into our last stop:Tomorrowland.This is the most exciting world full of thrills and laughs in space.一位勇敢的船长将带你开始丛林河上巡游，你将深入到丛林深处，见到河马、眼镜蛇、大象、猩猩和一些令人惊叹的丛林奇景。你曾经被灰姑娘的故事和小熊维尼的森林探险感动过吗？你想成为白雪公主或睡美人吗？我们惬意地离开童话般的世界步入我们今天的最后一站明天世界。这是一个充满刺激和笑声的太空世界。II.Skill-training Suppose you
36、are a tour guide.You have two days to show a group of foreign tourists around Hong Kong.Work out a tour route and make a presentation.Passage B Ladies Marketsub-tropical sb-trpkl a.亚热带temperate temprt a.温和的retain rten v.保持withdraw wdr v.撤退regain rgen v.收复sovereignty svrnt n.主权blend blend v.混合gusto g
37、st n.爱好，嗜好diversity davst;d-n.多样性gourmet gme;g-n.美食stall stl n.货摊peddler pedl n.小贩densely dnsli adv.密集地lWords and Expressions defective dfektv a.有缺陷的pajama pdm n.睡衣accidently ,ksdentl adv.意外地，偶然hand over 移出，交出come across 偶遇be on alert 提防Kowloon 九龙the New Territory 新界Lan Kwai Fong 兰桂坊Wan Chai 湾仔Cause
38、way Bay 铜锣湾Tsim Sha 尖沙咀Tung Choi Street 通菜街Mong Kok 旺角lWords and Expressions Touring Ladies Market I.Put the following sentences into English.1.香港位于我国南部沿海珠江口东侧，包括香港岛、九龙半岛、新界以及所属岛屿与附近的海域。2.香港属亚热带气候区，但差不多有半年时间带有温带气候性质。3.早在150多年前，香港被形容为“荒芜之地”。但时至今日，香港已发展成为一个国际商贸中心。ExercisesHong Kong is located on the e
39、ast side of Pearl River estuary along the coast in South China,and consists of Hong Kong Island,Kowloon,the New Territory and a dozen small islands around these places.The climate in Hong Kong is sub-tropical and it is temperate for nearly half a year.4.女人街每天上午11点开市。5.在过去特别是20世纪90年代，女人街是大陆游客必须光顾的地方。
40、Ladies Market starts at 11 oclock every morning,Ladies Market used to be a mustvisit destination for mainlands travelers,especially in 1990s.Hong Kong,described as“a barren rock”over 150 years ago,has become a world-class financial,trading and business center.II.Skill-trainingSuppose you are a tour guide.You have half a day to show a group of foreign tourists around Ladies Market in Hong Kong.Work out a tour route and make a presentation.
