ESP212 Week 2 Review

Based on last week's reading, what are the top 3 worst complaints at restaurants? (multiple answers)

• Dirty utensils

• Dirty or ill-equipped restrooms

• Impolite or condescending servers

• Wrong checks

What are some Do's when handling complaints? (multiple answers)

• Look the customer in the eye and say you're sorry.

• Tell the customer to stop whining and just eat the food already.

• Apologize and explain what the situation is.

• Offer compensation (only if authorized)

What are some Don'ts when handling complaints? (multiple answers)

• Apologize and offer an explanation.

• Offer a compensation coffee or dessert even if you're not authorized.

• If the customer yells at you, yell back at them even louder.

• Ask the customer what seems to be the problem.

What is the LAUGH Method? (one answer)

• A method to make your customers laugh.

• A method comprising 5 recommended steps for making customers, coworkers, and management laugh.

• A method comprising of 5 recommended steps for handling complaints and upset customers.

What are some expressions you should definitely utter when eliciting and explanation from an upset customer? (multiple answers)

• What seems to be the problem?

• What now?

• Can you explain what happened?

• Please, tell me what happened.

What are some ways to apologize? (multiple answers)

• OK, I'm sorry, but I still think you were the one who put that hair on the soup.

• That's terrible, I apologize.

• I'm so sorry that happened.

• Please, accept my sincere apologies.

What are some key expressions to show sympathy and understanding? (multiple answers)

• How terrible!

• That's awful!

• That's very unfortunate!

• Yeah? Well, life sucks for everyone!

What are some expressions to explain and clarify information? (multiple answers)

• It must have been...

• I believe what happened was...

• Look, I've no idea what just happened.

• Unfortunately, it seems that...

Grammar | When offering a plan of action, you may use the following expressions: (multiple answers)

• How about offering you a dessert on the house?

• What if we offering you a dessert on the house?

• What if we offer you a dessert on the house?

• How about offer you a dessert on the house?

Grammar | When offering a plan of action, you may use the following expressions: (multiple answers)

• What if we give you a 10% discount on your check?

• What if we giving you a 10% discount on your check?

• What do you think about get a 10% discount on your check?

• What do you think about getting a 10% discount on your check?