Учебное пособие Санкт-Петербург 2010

vineyard a place where grapes are grown
vintage a particular year in which a wine is made
yeast a substance used for producing alcohol in beer, wine and
for making bread rise

Unit 11. Dealing with Complaints

It is clear that the purpose of a restaurant is to encourage customers to enter, enjoy their meal and spend their money. However, some difficulties may arise. If the restaurant staff listen to a guest politely, check the problem and then offer a refund with an apology if needed, the customer will remain loyal and will come back. Sometimes there are complicated problems, such as a complaint about staff rudeness. In this case a manager is usually called in. If the matter cannot be solved, because the customer refuses to listen or to accept the offered solution, it is referred to someone higher up.

1. 
   Pre-reading 1.1. Which actions from the list below you consider correct and which would be incorrect in the case of a customer’s complaint?
   

1. Apologize to the customer.

2. Be polite and calm.
3. Listen carefully to the customer.
4. Ask questions to find out more about the problem if necessary.
5. Tell the customer that he or she is wrong.
6. Explain the restaurant’s problems in detail.
7. Talk more loudly than the customer.
8. Take prompt action.
9. Suggest that the customer is complaining about something that is not
important.
10. Call a senior member of staff (e.g. Head Waiter ) if you feel that you cannot deal with the problem.
11. Tell the customer what you are going to do.
12. Maintain the customer’s confidence in the restaurant.
13. Say nothing and continue serving.
14. Thank the customer for bringing the matter to your attention.


Pre-reading 1.2. A. Make a list of things which customers may complain about:

The food: e.g. cold

The service: e.g. slow
Equipment: e.g. dirty cutlery

The environment: e.g. too hot in the dining room; or smell from the kit-

chen
Accident: e.g. wine or sauce spilt on guest’s clothes