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Teaching Objectives123To master the right way to deal with the complaintsTo know the categories of the complaints in the restaurantTo know the basic etiquette while dealing with the complaintscomplaints to the wrong billcomplaints to the dishescomplaints in the restaurant:Basic Informationcomplaints to the servicecomplaint to the bad smellcomplaint to the wrong dishcomplaint to the speed of serving dishescomplaint to sanitation of the restaurantService procedureapologizing to the guest first.listening carefully to the guests complaintslooking into the matter.solving the problem immediatelyshow the gratitude for the guests understanding.How to Express1.Please accept my apology on behalf of the hotel./Im sorry sir/(madam),but Ill see what I can do.I do apologize for that,sir/(madam).I apologize for what has happened on behalf of our restaurant./Im sure she didnt mean to annoy you./There must have been some misunderstanding./Im so sorry to hear that.2.It has a strong smell./I dont think Ill have any appetite for lamb./We have been sitting at the table for a quarter,but the dishes we ordered havent been served./There must be something wrong with the bill.3.Ill check with the cashier./What did you order?/They will take some time to prepare./Ill have to check with the chef.4.In that case,would you try XX(another dish)?/Of course,itll be on the house./Its free of charge./Its complimentary./The service charge has been added to the total./The dishes you ordered are being cooked and I have told the chef to be as quick as possible.5.Thank you for your understanding.C=Clerk G=Guest M=ManagerG:Hello,waiter!C:Yes,sir._?G:The fried chicken is too _.You should go easy on salt.C:Im sorry to hear that _?G:Im _ we dont have time to wait.C:Just a moment,sir.Ill call the manager to _.M:_.Sorry to hear that you are not _ with the fried chicken.And you are pressed for time.Can we serve you an Assorted Seasonal Fruits?Its on the _.C:No.Just _ the fried chicken and take it from our _.Practical Operation1Fill in the blanks to make a dialogue.C=Clerk G=GuestC:Good morning,sir._?G:Yes.This is Room 606.Can you bring me some toilet paper,please?C:Yes,sir._.G:Thank you.C:_.M:_.Sorry to hear that you are not _ with the fried chicken.And you are pressed for time.Can we serve you an Assorted Seasonal Fruits?Its on the _.C:No.Just _ the fried chicken and take it from our _.Practical OperationRole playSituation 1:Mr.Brown is having his lunch in a western restaurant.He complains that his steak is overcooked.Make the dialogue between him and the clerk.Practical Operation2Situation 2:You are having dinner with your family members in a restaurant.Another guest seating near your table is smoking.You complain about it with the waiter.Make the dialogue.Situation 3:The guest wants to cancel a dish he has ordered just now.But he ordered the dish about 20 minutes ago,and the dish is being cooked now.Contacting the chef first,and giving the guest proper explanation.Thank you for your attention!
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