Flash_on_English_for_Cooking_Catering_and_Rece

3 Read the text again and answer these questions.

What should the waiter do if the customer complains ...

1 that the waiter is ignoring them?

He should take the customer's order as soon as possible.

2 after waiting thirty minutes for their food?

4 that they received the wrong

order?

3 that their steak is well-done instead of rare as the customer requested?

5 about the size of the portion?

6 that the bi II is incorrect?

4 Write the translation of these verbs from the text in your language.

1 to make a mistake ______ _ 6 to hand in

7 to complain

8 to avoid

2 to apologise

3 to appreciate

4 to argue

5 to overcharge

9 to attract the attention

10 to resolve

5 n 20 Listen to the following customer complaints and match them with the solutions.

1 I'm in a hurry. a 0 I'll change it.

2 You brought me the wrong side order. b 0 I'll find you a table as soon as possible.

3 I'm afraid I didn't book. c 0 I'll get you a fresh one.

4 You didn't give me the right change. d []] I'll take your order immediately.

5 There's something in my drink. e 0 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.

I For the customers

Here are the problems:

• your pasta is overcooked


• your plate is dirty


• there's a hair in your soup

r Offering help (waiters)

Is everything OK, Sir/Madam?

Is there a problem?

Can I help you?

Saying sorry (waiters)

I' m afraid ...

I'm (terribly) sorry.

l~dO) apologise.

• everybody at your table has got their
  main course except for you

For the waiters

Find the solutions!

• your chicken isn't cooked


• they've overcharged you on th e bill

I

Expressing the problem (customers)

There's a problem with ...

I I'm not happy with ...

No, everything is not OK!

I'd like to complain about ...

Offering solutions (waiters)

I'll ...

, Can I ...?

No problem.

I Accepting (customers)

Thank you.

l Would you like ...?

----~------------~

That's very helpful/kind.

Yes, please.

Use exercises 2 and 5 and the following

information to help you.

Waiter: Is everything OK with your meal?

Customer: No, my pasta is ...

Responding to thanks (waiters)

You're welcome!

Not at all.

Don't mention it.

Waiter: No problem.

Customer: I nan ou-.--

Waiter: No problem!