Task 13. Possible brief responses to complaints.
1. Situation 1 – at the hotel
Guest: Sorry, the air-conditioner in my room isn´t working. Can you fix it for me?
Receptionist: Of course, sorry for the inconvenience.
2. Situation 2 – at the restaurant
Guest: Excuse me, I didn´t order chicken but beef.
Waiter: Oh, I apologise for it, I’ll get your order right away.
3. Situation 3 – at the bar
Guest: Sorry but this drink is not cold...Can I have more ice in it?
Bartender: Certainly, sorry, Sir. Just a moment, please.
Task 14. Work with a partner making and responding to the complaints in the cards below.
Business English Complaints Activity
|
Name of Caller with Problem: Sumida Jobes Calling to: Panasonic Problem: Ordered 20 DVD Recorders, got only 10. |
Name of Caller with Problem: Richard Canalez Calling to: Fire Stoppers, Inc. Problem: Bought a fire extinguisher, but it doesn’t work. |
|
Name of Caller with Problem: Wendy Morales Calling to: Windy City Toyota Problem: Had her car painted last week at Toyota, but the paint is already starting to come off . |
Name of Caller with Problem: Bob White Calling to: Dog Sitters 4U Problem: Scheduled dog sitter for 2 p.m. today – no one came. Need a dog sitter right now! |
Источники:
1. Manton, K. First Insights into Business : students book / K. Manton. – Longman, 2006, 175 p.
2. Longman Dictionary of Contemporary English – Longman, 2012, 1945 p.
Cсылки:
1. http://www.businessenglishebook.com/business-english-lessons-activities/business-english-complaints-lesson/
2. http://www.jazyky-online.info/cestovani/lesson/print/06-01.pdf)
3. http://www.marketing91.com/extended-marketing-mix/
4. http://www.mbaknol.com/services-marketing/
5. http://www.mbaknol.com/services-marketing/service-encounters/
6. http://www.referenceforbusiness.com/ man-t/Sc-Str/Service-Ind
7. http://www.trainingmag.com/content/ dealing-with-customer-complaints/ how-handle-customer-complaints
8. http://www.businessenglishebook.com/business-english-lessons-activities/business-english-complaints-lesson/business-english-complaints-activity/
9. http://www.mbaknol.com/category/services-marketing/
10. http://www.mbaknol.com/marketing-management/
11. http://www.referenceforbusiness.com/management/Sc-Str/Service-Industry.html
12. http://www.wisegeek.com/what-is-customer-satisfaction.htm
service-organization/
Составитель
Наталья Юрьевна Мамонтова
Basics of the Service Industry Основы индустрии сервиса
Методические указания по английскому языку
к практическим занятиям и самостоятельной работе студентов 1 курса
по дисциплине «Иностранный язык» направления подготовки
43.03.01 «Сервис»
Печатается в авторской редакции
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