Luận văn: Nghiên cứu về ngôn ngữ được sử dụng khi đáp lại lời phàn nàn của khách trong ngành dịch vụ khách sạn

Chuyên mục sách: Tài liệu & học thuật

Loại sách: Tài liệu miễn phí

Loại hình: Đề án/ Khóa luận

Người chia sẻ: Thich Tam Pham

...They need to know what to say when dealing with sensitive situations such as dealing with customers’ complaints.

09-11-2018
99
Miễn phí
In the recent years, the hotel industry has been higher and higher developed in Vietnam. People working in the hotel industry are required to be efficient in English so that they can communicate confidently with a great number of foreign visitors to Vietnam every year. They need to know what to say when dealing with sensitive situations such as dealing with customers’ complaints. However, it is questioned whether their ability to communicate efficiently in English can meet the demand of the hotel industry as well as foreign visitors or not. The lack of the competence of using English appropriately to convey their goodwill in dealing with customers’ complaints may lead to the misunderstanding between the serving staff and the customers. To make the matter worse, this may cause a not very nice image of Vietnamese servants in the eyes of foreign visitors. 

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