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

 

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

 

7 Complete the rules of customer care underlining the correct words. 1 The customer is always/ never right. 2 Always/Never be polite and professional. 3 The customer is/isn't complaining about you personally. 4 Be positive/negative. It's better/worse for the customer to complain than to walk away. 5 Apologise immediately/eventually and offer to correct the mistake. 6 Take your customer away from/towards other people when they make their complaint. 7 You don't want/want an argument with your customer. 8 Ask/Don't ask the customer to tell you what the problem is. 9 Listen/Don't listen carefully to what they tell you . 10 Stay/Don't stay calm at all times.   8 Read the text and check your answers. Remember that 'the customer is always right' and always be polite and professional. The customer is not complaining about you personally, but about a product or a service. Be positive! It is better for a customer to complain than to walk away and never come back. Some customers do not complain but tell their friends about their bad experience. When there is a problem, apologise immediately and offer to correct the mistake, change the meal, adjust the portion size, etc. If possible, take your customer away from the other people in the restaurant when they make their complaint. This way, other customers do not overhear. Do not get defensive. You do not want to get into an argument with your customer, even if they want to get into one with you! Ask the customer to tell you exactly what the problem is and make sure you listen very carefully to what they tell you. You will only anger the customer more if they have to repeat themselves to someone else or to correct your version. Stay calm at all times and make sure you understand their complaint and they are happy with your proposed solution .   9 Work in pairs and take turns to role play a waiter dealing with a customer's complaint as described in the text. You decide what the problem is this time.

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