(
课件网) Chapter Seven Follow-up Service In this chapter, you will learn: how to help the customer to extend the stay at the hotel in English; how to settle the customers’ complaints; how to communicate with customers and get some feedback of the service of travel agency in English; how to write a reply to letters of complaints in English. Part one ——— Open Your Toolkit Situation I ——— accept extension request Situation II ——— handle the complaints Situation I ——— Background Information When a guide wants to help customers extend their stay at the hotel and let the receptionist to accept extension request of customers, the following key points in recommendation are for your references: Studying the procedures of how to accept extension request of customers Using all the possible way to solve the problems of customers Situation I GuideA: receptionist B: guest C: guide A: Good morning. May I help you C: Good morning. I am the guide of the Golden Dragon Travel Agency1. My customers want to have two more extra days to have their negotiation. Is there any vacant room B: Good morning. I’m Mr. Douglass in room 1208. My business negotiation has progressed much more slowly than I had expected.2 This makes it necessary for me to stay on here for another day. I wonder if it is possible for me to extend my stay at this hotel for two days. Situation I A: I’ll take a look at the hotel’s booking situation. Yes, sir, I’m glad that we’ll be able to accept your extension request.3 But I’m afraid that it will be necessary for us to ask you to change rooms for the last two nights. You see, we have already let your room to another gentleman. Is that acceptable to you B: Yes, that’s no problem at all. A: Let me see… Room 1111 will be vacant. How about room 1111 B: That’s fine. A: When would you like to move tomorrow B: I don’t know. A: The new occupant will be checking in a little after twelve.4 Situation I C: That means Mr. Douglass has to move out before 12. Let me see. He’ll be leaving for the negotiation at 9:30 tomorrow morning and he will not be returning to the hotel until sometime in the afternoon. So Mr. Douglass is going to have to do it before he goes to the negotiation. Well, I think I will remind Mr. Douglass that he will move at 9 o’clock. A: Good. I will send a bellboy to your room and help you with your luggage at 9 o’clock.5 And please remember to bring your key card to the reception desk when you pass it tomorrow so that I can change the room number on it. B: I will. Thank you very much. C: Thank you so much. A: You are welcome. Goodbye. Situation I ——— Vocabulary negotiation n. 谈判，沟通 progress v. 进步，进展 booking n. 预定 extension n. 增加的房间 occupant n. （房屋等）居住者，占有人 move out 搬出 bellboy n. （旅馆里为客人搬运行李到房间里的）男侍者 luggage n. 行李 key card 钥匙卡 reception desk 前台，接待处 Situation I ——— Notes I am the guide of the Golden Dr ... ...
