Card 15

1) You are a travel agent. A customer is calling you to complain. Deal with the customer who was completely unsatisfied with the tour she had. Be as polite as possible.

2) You are the travel agency manager. You have received a letter of complaint from Mrs. White who wrote that she was completely unsatisfied with the tour she had last week: the hotel was too far from the ocean, there was less entertainment than it was stated in the brochure. Write a letter of apology, explaining that the brochure didn’t state that the hotel would be near the ocean and some night clubs were closed because of essential repairing, and offering 15% discount towards the cost of the customer’s next visit.

While writing a letter of apology, use the following expressions: Thank you for…, I was sorry to hear that …, I have thoroughly investigated your complaint and I apologise for the inconvenience that happened, We are also very sorry that…, I can assure you…, As a sign of our concern, we would like to offer…, Please accept my sincere apologies for the inconvenience you suffered.

Работа с жалобами клиента в ресторане / Решение проблем клиента в отеле (турагенстве)

инструкции	Лексическое наполнение
1. поздоровайтесь, представьтесь и предложите свою помощь. Выясните, в чем конкретно состоит жалоба / проблема.	Good morning. / Good afternoon. / Good evening. Reception / Travel Agency. ………… speaking. Can I help you? / What exactly is wrong?
2. выразите клиенту сочувствие.	I see. / I’m sorry to hear that. / Don’t worry. / Oh, dear. / Let me take the full particulars. / I fully understand you.
3. пообещайте решить проблему / разобраться с жалобой.	I’m sure everything will be ok. I’ll do what I can. / I’ll do my best to sort it out. / I’ll change it immediately. / I’ll see what I can do.
4. Если необходимо, выясните имя клиента; номер, в котором он остановился / дату совершения поездки.	Can you tell me your name and your room number? / Can you tell me your name and the date of your tour?
5. Предложите что-либо в качестве компенсации.	As compensation I can offer you…
6. Еще раз извинитесь за причиненные неудобства.	I am really sorry for the inconvenience you’ve suffered.

Letter of apology

Dear Mrs. White,

Thank you for your letter of 23^rd July.

I was sorry to hear that you were completely unsatisfied with the hotel and were unable to make use of some night clubs. I have thoroughly investigated your complaint and I apologise for the inconvenience that happened.

You are quite right to say that the brochure states that the hotel provides a wide range of entertainment for guests. But unfortunately at the period of your staying at the hotel they had a great repairing of night clubs. We are also very sorry that the hotel was too far from the ocean, but the brochure didn’t say that the hotel would be near the ocean.

I can assure you, however, that when you next come to us, you’ll enjoy the best service in all the areas.

As a sign of our concern, I would like to offer you a 15% discount towards the cost of your next visit.

Please accept my apologies for the inconvenience you suffered.

Yours sincerely,

………………….

Manager