Rabu, 06 Maret 2013

Materi Kelas XII (Complaint)



Dealing with Complaints

Starter
Look at the pictures and identify five problems situation





























Listening
What is there to complain about?

Listen to the complaints and match the key words to the problems.
1

Car park
A
Overcooked
2

Restaurant
B
Full
3

Rooms
C
Nobody gave it
4

Steak
D
Short staffed
5

Message
E
On different floors

Listen again and match the sentences with replies.
1

We asked you to reserve a parking space
2

We ordered our drinks twenty minutes ago
3

We reserved adjoining rooms
4

This steak is really overcooked
5

A colleague left a message at reception last night

  1. I’ll check with a wine waiter.
  2. I’m sorry, I’ll change your room straight away.
  3. I’ll reserve you a space for tomorrow.
  4. I’m sorry, I’ll look into it.
  5. I’ll speak to the chef and bring you another one.

Language Study
Expression to learn!!

I’m sorry; we overbooked the car park yesterday.
I’m sorry, madam.  I’ll be with you in a moment.
I’ll check with the wine waiter.
I’ll change your room straightaway.
I’m sorry sir. I’ll speak to the chef and bring you another one.
I’m sorry, I’ll look into it.

Reading activity
Work in pairs.  Students A read letter 1.  Students B read letter 2.  Answer the questions which follow, then switch the information with a partner.

Letter 1                                             Letter 2



Rounded Rectangle: Dear Sir, I’m writing to you concerning my recent stay at your hotel. My wife and I arrived on Saturday 15th May and stayed for a week. Although we were treated well and found the service and your staffs excellent, there are one or two matters which we feel we should bring to your attention. Firstly, we had hoped for a complete break from our busy work lives and indeed your advertisement promised ‘peace and quiet’ and the chance to relax. However, we were surprised to find that there was a lot of noisy building work. I understand that a repair are sometimes needed, but is it really necessary to start at seven o’clock in the morning? Secondly, we had hoped to make use of the ‘luxurious pool’. To our astonishment, we found that this was closed for the entire period of our stay. I hope you don’t mind me writing to you about the things, but I would be grateful if you could give me some explanation. As I said at the start, it is a pity when your service is so excellent in other areas. I look forward to hearing from you. Yours faithfully, Mr. Hector Bradley
Rounded Rectangle: Dear Sir, I recently had the bad luck to stay in your hotel, and I am now forced to write to you to express my disgust with the service you provided. From the moment I arrived, I was treated in an unfriendly manner. I also found that the promises you made in your advertisement were not true. The hotel was not relaxing, it was noisy and uncomfortable. The restaurant was not romantic and indeed it was hardly a restaurant, as it offered very little variety of food. Furthermore, there was no transport into town. When I complained about this I was simply told there was a bus strike. Surely you could have provided a taxi service for your guest. I am fairly reasonable woman, and I am quite prepared to put up with a little inconvenience, but this was too much for me. If I don’t receive a satisfactory explanation and appropriate compensation, I shall be forced to take the matter further. I am sending a cop of this letter to my solicitor and to the local tourist board. Yours faithfully, Emma Watson
 




























  1. Who is the letter from?
  2. What is the writer complaining about?
  3. Was there anything positive from the hotel?
  4. What action does the writer want the hotel take?
  5. What is the tone of the letter?
  6. Underline expressions used to complain?

Writing activity
You are the manager of the Country Village Hotel and you must reply to the unhappy guests.  You don’t want to make excuses but you know there were reasons why the things promised in the advertisement didn’t happen.  Here are your notes.

Problems                                            Reasons
Swimming- pool closed                                   - essential maintenance due to damage system
Incomplete restaurant service                         - head chef had to go to the hospital suddenly
Noisy building work                                        - building new recreation center (and this is least busy
                                                                          time of year)
Bad transport service                                      - bus strike

Write an apology letter to one of the guests above, and explain the reasons why all the things happened.  You can offer some compensation, if necessary.

Follow this structure:
Paragraph 1:    Thank writer for the letter.  Make general apology.
Paragraph 2:    Make a specific apology and give explanations/ reasons for each complaint.
Paragraph 3:    Offer some compensation (if you want)
Paragraph 4:    Repeat general apology and make closing remarks.

Here are some expressions which may be useful
Thank you for …                     I hope …
I was sorry to hear …               Please accept …
I would like to explain …         I can assure you …


Letter of apology
The following phrases are useful when writing letters of apology.

  • Thank the person for bringing the matter to your attention
Thank you for bringing this matter to our attention.
  • Express sympathy
We are very sorry to hear that……
  •  Apologies if necessary
We apologies for…..
Please accept our apologies for……
We do apologies for the inconvenience.
  • Explain what happened
What seems to happen is that…..
There seems to have been a problem
  • State what action will you take and how soon
Please be assured that we will….
We will look into the matter and……………….
  • Remind the reader that his/her relationship with you is important
We value your custom highly.
Your satisfaction is our priority
  • Make a goodwill gesture if appropriate
Please find enclosed a voucher for……

Work in pairs.  Hotels often give meal and vouchers or room upgrades in response to complaints.  What other forms of compensation do hotels offer?














Speaking  Practice

Work with a partner!!

Student A
Rounded Rectangular Callout: Student A is a guest who is staying in a hotel. Use these notes to make complaints to your partner. ü TV broken Example: ü Bed not made “Excuse me, the TV in my ü Soup cold room is broken.” ü Bath dirty ü Beef too salty ü Order late ü Bread stale ü Vegetables overcooked ü Mini bar empty  
















                                                                                                                                    Student B

Rounded Rectangular Callout: Student B is one of the hotel/restaurant staffs. Respond to your partner’s complaints. Apologize and say what you will do to put things right. Example: “I’m sorry, sir. I’ll look into it straightaway.”  









Lesson Plan

Description of the Class
Level                           : Intermediate (35 students)
Department                 : Hotel Accommodation
Competency                : Communicate in English in Intermediate level
Sub competency          : Dealing with Complaints
Time                           : 3@ 45 minutes
Aim                             : By the end of the lesson, the students should be able to deal with complaints
                                      both in oral and written.
Language                     : Accept and Apologies
                                      Take action to help customer

Teaching aids              : A tape recorder, print materials.

Presentation stage
  • Teacher greets the students and checks the attendance
  • Teacher elicit the topic to the class:
ü  (In a hotel) what makes people complain?
ü  Why do the guests complain?
ü  When you work in a hotel, what will you do if there is a guest complains something to you?
·      Teacher gives the materials to the students and asks them to look at the pictures (to predict what are the pictures about and identify the problem situation)

Practice stage
  • Listening 1 (what is there to complain about)
Teacher asks the students to listen to the complaints and match the key words to the problems (to find general information)
  • Listening 2
Teacher asks the students to listen and match the sentence with replies (to find specific information)
  • Teacher discusses the answers and expressions used in dealing with complaints with the class
  • Reading Activity
Teacher divides the students into groups A and B.  Group A read letter 1 and group B read letter 2.
·                                   Teacher asks the students to answer the questions given (to find the specific information).
·           Teacher asks the students to work in pairs, students A and students B are asked to switch the information of the letter they got.

Production stage
  • Teacher asks the student write a letter apology based the situation given (letter 1 or letter 2). The structure and the expression also given to make the task easier and help them in writing.
  • Teacher asks the students to work in pairs to discuss their letters and do peer correction.
  • Teacher reviews the lesson for today to the class.






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