Smith: I'd like to give you a case to test your service awareness.
史密斯：我会给你一个案例，来测试你的服务意识。
Li Tian: OK.
李甜：好的。
Smith: Suppose a guest complains that the food is not fresh. What will you do?
史密斯：假设一个客户跟你抱怨食物不新鲜，你会怎么做？
Li Tian: First of all, I'll apologize to the guest. And then I'll check the food.
李甜：首先，我会向客人道歉。然后我会检查食物。
Smith: What will you do next?
史密斯：接下来呢？
Li Tian: If there is some problem with the food, I'll replace it with a new one.
李甜：如果的确有问题，我会换一盘新的。
Smith: What if the guest insists on changing a new one when the food is all right?
史密斯：如果没问题，但是客人坚持要换新的呢？
Li Tian: I think I will do what the guest wants.
李甜：我想我会照客人的吩咐做。
Smith: Why?
史密斯：为什么？
Li Tian: When the guest is satisfied this time, he will likely to come to our hotel again next time.
李甜：如果客人这次满意，他下次就很有可能再来我们酒店。