Unit 11. Problems and Complaints (B) Flash on English for Cooking, Catering and Reception

 

Flash on English for Cooking, Catering and Reception Unit 11. Problems and Complaints (B)

 

5 Track 20 Listen to the following customer complaints and match them with the solutions. 1 I'm in a hurry. a   I'll change it. 2 You brought me the wrong side order. b   I'll find you a table as soon as possible. 3 I'm afraid I didn't book. c   I'll get you a fresh one. 4 You didn't give me the right change. d 1 I'll take your order immediately. 5 There's something in my drink. e   I'll check the bill straight away.   6 Work in pairs. Take turns to role play a server and a customer in the following situations. For the customers For the waiters Here are the problems: • your pasta is overcooked • your plate is dirty • there's a hair in your soup • everybody at your table has got their main course except for you • your chicken isn't cooked • they've overcharged you on the bill Find the solutions!   Offering help (waiters)   Expressing the problem (customers) Is everything OK, Sir/Madam? Is there a problem? Can I help you?   There's a problem with ... I'm not happy with ... No, everything is not OK! I'd like to complain about...       Saying sorry (waiters)   Offering solutions (waiters) I'm afraid ... I'm (terribly) sorry. I (do) apologise.   I’ll… Can I ….? Would you like ….? No problem.       Accepting (customers)   Responding to thanks (waiters) Thank you. That's very helpful/kind. Yes, please.   You're welcome! Not at all. Don't mention it. No problem.   Use exercises 2 and 5 and the following information to help you. Waiter: Is everything OK with your meal? Customer: No, my pasta is..

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