Handling complaints at a restaurant

"We are afraid we are very busy this evening"

• Ask what the problem is

• apologise

• explain the reason for the problem

• offer a solution or compensation

"We'll pay for it to be cleaned"

• Ask what the problem is

• apologise

• explain the reason for the problem

• offer a solution or compensation

"May I know what thing is upset you, Madam?"

• Ask what the problem is

• apologise

• explain the reason for the problem

• offer a solution or compensation

"We do apologize, Sir"

• Ask what the problem is

• apologise

• explain the reason for the problem

• offer a solution or compensation

"There aren't any more tables available"

• Ask what the problem is

• apologise

• explain the reason for the problem

• offer a solution or compensation

Rearrange the following dialogue into the correct order!

• Guest : Waiter, please!

• I'd appreciate that. Thank you

• Guest : I ordered my food forty minutes ago!

• Waiter : Yes Sir, how may I help you?

• Waiter : I do apologize Sir. I am afraid we are short-staffed. I'll see it personally that you are served as soon as possible

I am sorry about the service this evening but we are very ...

• happy

• busy

• comfortable

• tired

A politer way to say 'sorry, I can't do that for you', is ____

• It's no problem

• I'm afraid there is nothing I can do

• Sorry, we won't care

• Please forget it Sir

A phrase that means that a restaurant gives a customer something for free, is____

• It is overcharged

• it is not for sale

• we won't charge you

• it's available for you

Don't blame the person you're dealing with.

• TRUE

• FALSE