Hello，同学们好，欢迎来到成都英语培训——韦沃教育举办的企业商务英语培训系列课程，今天我们来学第二十四课，处理服务中的投诉2。

这一课的主要教学内容有：处理应对客人投诉的词汇；处理应对客人投诉的句型以及处理应对客人投诉的相关对话。

那么，shou先，我们来看一下处理客人投诉的相关词汇：cashier出纳员、收银员；receipt收据；invoice发票；stain玷污；bill账单；confidence信心；on the house免费。以上就是我们处理客人投诉的相关词汇。

那么，接下来，我们来看一下处理客人投诉的相关句型：

di一句

Shall I have them cooked again?

要不要我把这些菜重做一遍？

第二句

I will check your order with the chef immediately.

我马上去厨师那儿核对您的点餐。

第三句

I'm terribly sorry for staining your clothes.

很抱歉弄脏了您的衣服。

第四句

I assure you it won't happen again.

我baozheng此类事情不会再发生了。

第五句

I have the wrong table number.

我看错桌号了。

那么，以上就是我们处理客人投诉的相关句型。

接下来，我们来看一下处理客人投诉的相关对话：

di一段对话

A: Waiter. Bill, please.

B: Here you are, sir.

A: The bill is more than I thought.

B: I will ask the cashier to check it again.

A: All right.

B: Sorry. I have made a mistake. Your table number is wrong. Here is your bill again. Would you like a receipt or an invoice?

A: An invoice, please. 

第二段对话

Guest: Waiter, how long do I have to wait for my dinner?

Waiter: I'm afraid that the Beijing roast duck takes quite a while to prepare. I will check your duck with the chef immediately.

Guest: Wait a minute. The steak was recommended, but it is not fresh. I'm not happy with it.

Waiter: I'm sorry, sir. I will change it straight away.

Guest: Don't bother. I've lost my confidence in your steak. Please cross it off my bill.

大家注意这个Please cross it of my bill，意思是请把它从我的账单中划去。

Waiter: Please accept my apology again. Do you wish to try something else? You will be on the house, of course.

Guest: I would like to try beef soup. I hope it will be fresh this time.

Waiter: I assure you it won't happen again.

过了一会儿……

Waiter: Oh, I'm terribly sorry for staining your clothes.

Guest: It doesn't matter. Today, I'm so unlucky.

以上就是我们处理客户投诉的相关对话。

那么，以上就是我们今天的内容，请问掌握了吗？

韦沃教育旗下的韦沃英语培训，开设有企业商务英语培训，成人英语培训班，成人英语口语培训班，零基础英语培训，英语雅思培训班等。请致电028 84087127。