****DealingwiththeComplaintsUnit1919UNITAfterwefinishthisunit,youareenabledto:GetfamiliarwiththeproperprocedureforhandlingcomplaintsObjectivesUnderstandthemaincausesofcomplaintsDealingwiththeComplaintsContentsUnit19DealingwiththeComplaintsMrs.LeachishavingdinnerintheGardenHotel.Thefishrecommendedbythewaiterisnotfresh.Shecomplainedtothewaiter,butreceivingnoanswer.ManagerPeterreceivesherfinally.Afterlearningthisunit,youarerequiredtofinishthefollowingtask:Tasks1.Whatcanyouseeinthepictures?Pleasedescribethem.2.Trytomakeastoryonyourimagination.ConversationUnit19DealingwiththeComplaintsapologize[??pɑl?d?a?z]vi.道歉I?apologize?for?being?late.我为自己的迟到致歉。executivefloor[?ɡ?z?kj?t?v]行政楼层lobbybar[?lɑbibɑr]大堂吧roomstatus[?stet?s]房间状态NewWordsandExpressionsobviously[?ɑbvi?sli]adv.明显地Obviously,wedon’twanttospendmoremoney.view[vju]n.看法；风景Inmyview,it’sawasteoftime.我认为，那是浪费时间。Theviewfromourwindowwasoneofbeautifulgreencountryside.从我们的窗口能看见一片美丽的绿色田园风光。NewWordsandExpressionscomplain[k?m?plen]vi.抱怨，投诉complaintosb.aboutsth.I’mgoingtocomplaintothemanageraboutthis.我要就这件事向经理提意见。inconvenience[??nk?n?vinj?ns]n.不方便We?apologize?for?any?inconvenience?caused?during?the?repairs.?我们为维修期间造成的任何不便道歉。NewWordsandExpressionsInhandlingcomplaints,thehotelstaffshould:Alwaysbepoliteandhelpful.Listenandmakesureyouunderstandwhatisbeingsaid.Apologizefirst.Staycalm，forargumentsaccomplishnothingbutirritation.Takedowntheinformationwhenit’snecessary.IndustryKnowledgeHowtohandleacomplaintfromaguestResolvethesituationsbyofferingseveraloptionswithinyourscopeofauthority.Reportthecomplainttoasuperiorifitexceedstheboundariesoftheposition.Takeimmediatestepstoremovethecomplaint.Whenappropriate,contacttheguestto