English for Hotel and Catering Industry (Unit 14 - Dealing with Complaints)
- Posted by zar ni (My Way!) on December 10, 2012 at 8:32
- ဟိုတယ္၊ စားေသာက္ဆိုင္ေတြမွာ ၀န္ထမ္းေတြေန႔စဥ္ရင္ဆိုင္ရမယ့္အခက္အခဲကေတာ့ ဧည့္သည္ရဲ႕ မေက်နပ္ခ်က္ေတြကိုေျဖရွင္းရတာပဲျဖစ္ပါတယ္။ ဒါကိုအဆင္ေျပေအာင္ ယဥ္ယဥ္ေက်းေက်းနဲ႔ေျဖရွင္း ႏိုင္ေအာင္ complaints နဲ႔ပတ္သက္တဲ့တာေလးေတြေလ့လာၾကည့္ပါဦး။
What is there to complaint about?
1.
Customer: We
ask you to reserve a parking space. But the car park attendant says the car
park’s full.
Staff:
I’m sorry. We overbooked the car park yesterday and today. I’ll reserve you a
space for tomorrow.
2.
Customer:
Excuse me, we ordered our drinks 20 minutes ago.
Staff:
I’m sorry madam. I’ll be with you in a moment. The restaurant is short- staffed
tonight. I’ll check with the wine waiter.
3.
Customer: We
reserved adjoining rooms. But these are on different floors.
Staff:
I’m sorry. I’ll change your rooms straight away.
4.
Customer:
This steak is really overcooked. I asked for it medium rare.
Staff:
I’m sorry sir. I’ll speak to the chef and bring you another one.
5.
Customer: A
colleague left a message for me at reception last night. But nobody gave it to
me.
Staff:
I’m so sorry. I’ll look into it.
ပန္းသတင္းေလညွင္းေဆာင္၊
လူသတင္းလူခ်င္းေဆာင္တဲ့။ ေလ့လာမႈစစ္တမ္းတစ္ခုအရေဖာက္သည္ တစ္ေယာက္ဟာ
စိတ္တိုင္းမက်မႈတစ္ခုကို ေနာက္ထပ္လူ ၁၀ ဦးကိုျပန္ေျပာတတ္ပါတယ္တဲ့။ ၁၃% ကေတာ့
ေနာက္ထပ္ ၂၀ ဦးကိုေျပာႏိုင္ပါတယ္။ အျခားတစ္ဖက္မွာေတာ့ စိတ္ေက်နပ္မႈရတဲ့ေဖာက္သည္ဟာ
ေနာက္ထပ္လူ ၃ ဦးမွ်ကိုသာျပန္ေဖာက္သည္ခ်ေလ့ရွိပါတယ္လို႔ ဆုိပါတယ္။ ဒါေၾကာင့္
၀န္ေဆာင္မႈလုပ္ငန္းေတြမွာ မေက်မနပ္ျဖစ္ေနတဲ့ေဖာက္သည္ကို သူစိတ္ေက်နပ္မႈျပန္ရေအာင္
အထူးဂ႐ုျပဳၾကရပါတယ္။ ေအာက္ပါနည္းလမ္းေတြကေတာ့ complaint
ေတြကိုဘယ္လိုကိုင္တြယ္ေျဖရွင္းမလဲဆိုတဲ့အက်ဥ္းခ်ဳပ္ျဖစ္ပါတယ္။
- Deal with the problem immediately (ျပႆနာကိုခ်က္ခ်င္းကိုင္တြယ္ပါ)
- Listen. Listen to the nature of the complaint. (ဘာကိုမေက်နပ္တာလဲဆိုတာနားေထာင္ပါ)
- Acknowledge (စားသံုးသူရဲ႕မေက်မနပ္ခံစားခ်က္ကိုအသိအမွတ္ျပဳပါ)
- Apologize. (ကိုယ့္ဘက္ကမမွားရင္ေတာင္ ေတာင္းပန္ပါ)
- Respond and resolve. (ကိုယ့္ဌာနရဲ႕မူ၊ လုပ္ထံုးလုပ္နည္းအတိုင္းမွ်မွ်တတျဖစ္ေအာင္ေျဖရွင္းပါ)
- Thank the customer. (ျပႆနာကိုသိရတဲ့အတြက္ေက်းဇူးတင္ေၾကာင္းစားသံုးသူကိုေျပာပါ)
- Report and follow up. (ေနာက္တစ္ခါအလားတူျပႆနာမ်ိဳးမျဖစ္ေအာင္တာ၀န္ရွိသူလူႀကီးကို သတင္းပို႔ပါ။ ကိုယ္ဘယ္လိုေျဖရွင္းခဲ့တယ္ဆိုတာ မွတ္တမ္းေရးအေထာက္အထားယူထားပါ။)
- ဒီလိုေျဖရွင္းႏုိင္လို႔ စားသံုးသူေက်နပ္သြားမယ္ဆိုရင္ သူဟာကိုယ့္လုပ္ငန္းအတြက္သစၥာရွိေဖာက္သည္ Loyal customer ျဖစ္သြားမွာမလြဲပါဘူး။
ေလ့လာထားရမည့္ expression မ်ား
I’m sorry, we overbooked the car
park yesterday. စိတ္မေကာင္းပါဘူးရွင္။ မေန႔က ကားပါကင္ပိုၿပီးငွားထားလိုက္မိပါတယ္။
I’m sorry madam. I’ll be with you in
a moment. ၀မ္းနည္းပါတယ္ခင္ဗ်ာ။ ခဏေလးဆိုရင္ ရပါမယ္။
I’ll check with the wine
waiter. ၀ိုင္စားပြဲထိုးကိုေမးေပးပါ့မယ္။
I’ll change your rooms straight
away. အခန္းကိုခ်က္ခ်င္းလဲေပးပါ့မယ္။
I’m sorry sir. I’ll speak to the
chef and bring you another one. စိတ္မေကာင္းပါဘူးခင္ဗ်ာ။
စားဖိုမွဴးကိုေျပာၿပီးေနာက္တစ္ပြဲယူလာေပးပါ့မယ္။
I’m so sorry. I’ll look into it.
၀မ္းနည္းပါတယ္ခင္ဗ်ာ။ စစ္ၾကည့္ေပးပါ့မယ္။
ေလ့လာထားရမည့္ေ၀ါဟာရမ်ား
attendant – တစ္ခုခုကိုေစာင့္ၾကည့္ေပးရသည့္၀န္ထမ္း
dusty - ဖုန္ထူေသာ
filthy - ညစ္ပတ္ေနေသာ
flat (beer) - အျမွဳပ္ေသေနေသာ၊
ဂစ္ကုန္ေနေသာဘီယာ
important - အေရးႀကီးေသာ
next door - အိမ္နီးနားခ်င္း၊
ေဘးနားအိမ္၊ ေဘးနားအခန္း
overbooked – (အခန္း၊ ေနရာစသည္)
ေပးႏိုင္သည္ထက္ပိုလက္ခံထားမိသည္။
overcooked - အက်က္လြန္သြားသည္
salty - ငန္တူးေနေသာ
short-staffed -
၀န္ထမ္းအင္အားလိုေနသည္
stale - ေအာက္သိုးသိုးနံေနေသာ
straightaway - ခ်က္ခ်င္း၊ မဆိုင္းမတြ
tasteless - အရသာမဲ့ေသာ။ အရသာမရွိေသာ
torn - စုတ္ျပဲေနေသာ
undercooked - လံုေအာင္ေအာင္မက်က္ေသာ
unmade -
မျပဳမျပင္ရေသးသော(အိပ္ယာ)
vinegary - ခ်ဥ္ေသာ၊
ရွာလကာရွည္ကဲ့သို႔ေသာ
ေလ့လာထားရမည့္၀ါက်တည္ေဆာက္ပံုမ်ား
simple past tense
႐ိုး႐ိုးအတိတ္ကာလကို
အတိတ္တစ္ခ်ိန္မွာစခဲ့ၿပီး အတိတ္မွာပဲၿပီးခဲ့တဲ့
အေၾကာင္းအရာေတြကိုေဖာ္ျပရာမွာသံုးပါတယ္။
We asked you to reserve a parking
space.
We ordered our drinks 20
minutes ago.
ေလ့က်င့္ခန္း
၁။
ေအာက္ပါစကားလံုးမ်ားကိုအတိတ္၀ါက်မ်ားအျဖစ္စီပါ။
Example
We/ want / buy / new mobile phone.
We wanted to buy a new mobile phone.
1. they / arrive / hotel / yesterday
2. she / ask for/ dessert /
without cream
3. chef / cook / wonderful / meal
4. guests / enjoy / their stay
5. he / key in / reservations data
6. waiter/ open / bottle of
champagne
၂။
ကြင္းအတြင္းမွႀကိယာကိုအတိတ္ကာလေျပာင္း၍ကြက္လပ္ျဖည့္ပါ။
1. They ............. (tell) the
waiter about the mistake on the bill.
2. He ............(go) into the
kitchen to speak to the chef.
3. The guests from Japan
............ (speak) very good English.
4. Yesterday I ............ (meet)
my colleagues in a bar.
5. She ................ (write) and
email confirming the reservation.
6. He .............. (eat) his meal
and ................ (pay) his bill.
၃။ ေအာက္ပါမေက်နပ္ခ်က္မ်ားကို
အသင့္ေတာ္ဆံုးစကားလံုးျဖင့္ျဖည့္ပါ။
1. You've given us the wrong
rooms. We asked for adjoining doubles.
a.
bad
b. right c.
wrong d. good
2. Sorry, this bread is really
.................
a. stale
b. fresh c.
good d.flat
3. This is room 409. Our bathroom is
absolutely ................
a.
unmade
b. filthy c.
dirty d. dusty
4. These vegetables are really
................ They have no taste at all.
a.
new
b. vinegary c. cold d. tasteless
5. Excuse me. I can't eat this soup-
it's too ...................
a.
warm
b. tasteless c. salty d. flat
6. Are yyou the reception manager?
One of your staff was very .......... to me today.
a.
rude
b. friendly c. bad d. dirty
7. The TV in our room is
.............
a.
dusty
b. full c.
broken d. torn
8. This meat is so ............ that
it's difficult to cut.
a. tasteless b.
tough c. cold d. stale
9. Our room is very ............
because of the street traffic. We can't sleep.
a. full b.
dirty c. hot d. noisy
10. This wine taste
.................... I think it's corked.
a. vinegary b.
salty c.
tasteless d. flat
ဇာနည္(MyWay!)
Unit(13)
https://htooaungwintt.blogspot.com/2015/12/english-for-hotel-and-catering-industry.html
Unit(15)
https://htooaungwintt.blogspot.com/2015/12/english-for-hotel-and-catering-industry_7.html
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