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RES - Lesson 10 - Dealing With Guest complaint-DONE

The document provides information about dealing with guest complaints in a restaurant setting. It includes sample dialogues of customer complaints about food quality issues and slow service. Tips are provided on how to apologize and offer solutions to customer complaints.

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lekieutrang21092001
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97 views

RES - Lesson 10 - Dealing With Guest complaint-DONE

The document provides information about dealing with guest complaints in a restaurant setting. It includes sample dialogues of customer complaints about food quality issues and slow service. Tips are provided on how to apologize and offer solutions to customer complaints.

Uploaded by

lekieutrang21092001
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Dealing with guest complaint

Giải quyết phàn nàn của khách


/bɝːnt/

…burnt
…oversalted
/ too salty
… too spicy

/ hot
… undercoooked
… overcooked
… not fresh
… disgusting!
Let’s listen – Dealing with customer complaint
Conversation 1:
1. What did the customer complain about?
A. The food is too bad
B. There is nothing new on the menu
C. He was angry with the chef

Conversation 2:
1. What was the customer’s complaint?
A. He was disappointed with the food quality
B. There were so many vegetables in his soup
C. His soup was just broth without vegetables

2. What did the waiter do to apologize for the customer complaint?


A. He changed the soup for the customer
B. The customer did not have to pay for the soup
C. The customer was charged lower for the bill

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Dialogue – Guest complaint
Conversation 1
Conversation 2
Waiter: Are you ready to order, Sir?
Guest: Excuse me, are you out of vegetables today?
Guest: I wanted to try something new today but I don’t see anything
Waiter: I’m sorry , Sir. I don’t understand…
interesting on the menu
Guest: I ordered a Creamy Vegetable Soup and there aren’t
Waiter: What kind of food are you looking for?
many vegetables in it. It’s mainly just broth
Guest: Hmm…nothing specific. Actually, I ‘ve tried all the dishes
Waiter: I really apologize for that. Allow me to replace it with
that are listed here and I was looking to explore new ones
a better one.
Waiter: Let me talk to the chef. I’m sure you can suggest something
Guest: No. That’s alright now. I’ll just fill up on the main
Guest: No, that’s ok. Let me just suggest that you add some more
course.
variety to your menu. I haven’t seen any changes in it for a while
Waiter: I assure you it won’t happen again. As a token of our
now.
apologies, we won’t charge you for the soup
Waiter: You’ve been one of our more regular customers. I’ll
Guest: That’s good. I hope I won’t be disappointed with the
definitely take your suggestion to the manager.
food quality
Guest: That’s good, for now you can bring me the red sauce pasta
Waiter: You will not, Sir
and potato wedges
10
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Pronunciation – Phát âm
Hot /hɒt/

/ɒ/ Across /əˈkrɒs/

Continent /ˈkɒːn.t̬ ən.ənt/

Daughter /ˈdɔː.tər/

/ɔː/ Blackboard /ˈblæk.bɔːd/

Door /dɔːr/
14
Useful expressions
Context How to say

• I’m sorry to say this but…


• I don’t want to make a scene but...
Making a complaint
• There seems to be a problem with…
• Excuse me, I’m afraid…

• Please accept my apologies


Accepting a complaint (say sorry) • I’m terribly/really sorry
• I really apologize for that

• Let me talk to the chef/the manager. I’m sure you can suggest something
• Kindly give me a couple of minutes, I’ll check the status of your order
Offer solution
• Allow me to get you a better one
• Let me replace it with a better one

• I am sure that this will never happen again


Assure guest
• I assure you this won’t happen again 15
Conversation – Hội thoại

Role-play
• Waiter/waitress
• Guest : You are not happy with
– Food quality
– Slow service
– Not being served as order

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