Lesson 38 Getting Customer Feedback 第38课：收集顾客反馈
Study the text below, then practice what you’ve learned by playing the game below here on the website. You may also log into your quizlet account using the “Quizlet Login” button to compete with the other staff members for weekly competitions. Once you’ve completed the game, practice some more with the activities at the end of this lesson!
学习下面的文字，然后通过下面的游戏在网站上练习你学到的东西。您还可以使用 “Quizlet Login” 按钮登录到您的quizlet帐户，以便与其他员工竞争每周的比赛。一旦你完成了游戏，在本课结束时练习更多的活动。
Lesson 38 Audio 第38课录音
New Vocabulary 新单词
Apology 道歉 dào qiàn
Appreciation 感激 gǎn jī
Appropriate 恰当 qià dāng
Complaints 投诉 tóu sù
Setback 挫折 cuò zhē
Tirelessly 不知疲倦 bù zhī pí juàn
Expressed 表达 biǎo dá
Concerns 关心 guān xīn
Exceptional 出乎意料的 chū hū yì liào dí
Inattentive 怠慢 dài màn
Value价值 jià zhí
Improve 提高 tí gāo
Compensation 赔偿 péi cháng
Guidelines 指导方针 zhǐ dǎo fāng zhēn
Sympathy 同情 tóng qíng
Feedback 反馈 fǎn kuì
Remember 请记得
What is the goal of a good hostel? What is the goal of a good tour guide or tour company? To make them want to come back again! To make them want to use our service again!
一家好的客栈的目标是什么？好的旅游指南或者旅游公司的目标是什么？让顾客再次光临！ 让他们想要再次使用我们的服务！
yī jiā hǎo dí kè zhàn dí mù biāo shì shí me ？ hǎo dí lǚ yóu zhǐ nán huò zhě lǚ yóu gōng sī dí mù biāo shì shí me ？ ràng gù kè zài cì guāng lín ！ ràng tā mén xiǎng yào zài cì shǐ yòng wǒ mén dí fú wù ！
When replying to a complaint remember these things:
当回应投诉时，要记得以下这些事情：
dāng huí yīng tóu sù shí ， yào jì dé yǐ xià zhè xiē shì qíng ：
** Show sympathy 表示同情 biǎo shì tóng qíng
** Apologize 道歉 dào qiàn
** Give an explanation 做出解释 zuò chū jiě shì
** Promise action 承诺行动 chéng nuò xíng dòng
** Offer compensation 提供赔偿 tí gōng péi cháng
Conversation 对话
How was your stay?
你住的怎么样？
nǐ zhù dí zěn me yàng ？
I had a … stay. I would/would not come back again.
我住的…… 我还会/不会再来的。
wǒ zhù dí … … wǒ huán huì / bù huì zài lái dí 。
Practice Activities 练习活动
On the Internet: Visit www.tripadvisor.com and search for “Zhilam Hostel.” Read the real reviews from our recent guests. Write sample responses to the customers as if this was your own business.
在网络上：浏览www.tripadvisor.com 网站， 搜索“汇道客栈”。阅读一下来自我们近期客人的真实反馈。 对顾客的反馈做出一些回应，就好像这是你自己的生意一样。
zài wǎng luò shàng ： liú lǎn www . tripadvisor . com wǎng zhàn ， sōu suǒ “ huì dào kè zhàn ” 。 yuè dú yī xià lái zì wǒ mén jìn qī kè rén dí zhēn shí fǎn kuì 。 duì gù kè dí fǎn kuì zuò chū yī xiē huí yīng ， jiù hǎo xiàng zhè shì nǐ zì jǐ dí shēng yì yī yàng 。