Task 3Thank you for selecting the Corvallis Clinic (诊所) for your recent healthcare needs. To continue delivering the highest possible level of service, we survey our patients to learn about their experiences at our clinic. The comments and suggestions you provide about your visit will help us evaluate (评价) our services and improve our care.This survey takes only a few minutes to complete. Your comments and suggestions are very important to us, and they will be kept confidential (保密). A postage-paid reply envelop is enclosed for your convenience. If you have any questions about this survey, please call our Service Center at 541-754-1374.Thank you for helping us as we continually try our best to improve the quality of medical care. Please drop your completed survey in the mail as soon as possible.

Read the passage and tick off the skills of handling complaints mentioned in the passage.

A. being polite
B. mastering professional skills
C. showing your willingness to help
D. taking immediate steps
E. arguing with the guest
F. reporting to a superior every time
G. offering several options
H. staying calm
I. apologizing
J. losing your temper

If the complaints are quite trivial, you needn’t investigate them.

A. 对
B. 错

Report the complaint to a superior if you can’t settle it.

A. 对
B. 错

With good training and plenty of practical experience everybody can master the skills of being nice to guests.

A. 对
B. 错

The success of the hospitality industry depends on the excellent management.

A. 对
B. 错

Translate the following sentence into Chinese.The success of the hospitality industry depends on the people-pleasers. With good training and plenty of practical experience everybody can master the techniques of being nice to guests. A dissatisfied guest means a loss of potential future business for the hotel, while a pleased guest leaves the hotel with a good memory of hospitality he has enjoyed and he is likely to repeat his visit to the hotel.