Учебное пособие Санкт-Петербург 2010

Exercise 3.7. Choose the appropriate word:

1. Is everything to your … ?

a) pleasure b) satisfaction c) taste

2. This cake is not … enough.

a) salty b) underdone c) sweet

3. I’m … there aren’t any more tables available.

a) apologize b) terribly c) afraid

4. It’s a bit cold here. Could we have another table? It’s too … here.

a) noisy b) draughty c) dirty

5. This couscous is too … for me.

a) spicy b) sparkling c) medium-done

6. Sorry to keep you waiting. We’ve very busy this evening and we are

… .
a) missing b) short-staffed c) rude
Exercise 3.8. Match the complaints with the waiter’s answers:

1. This napkin is dirty. a) Certainly, Sir. I’ll ask him to come

2. The service is very slow. as soon as possible.
3. This soup is cold. b) I’ll see to it personally that you’re
4. It’s very draughty in here. served as soon as possible.
5. This wine is corked. c) We’ll pay for it to be cleaned.
6. I want to speak to the manager. d) I’ll ask the chef to put it back on 7. There’s a soup stain on my dress. the grill.
8. This steak is too rare. e)I’ll ask the chef to heat it up for you.
f) I’ll bring you another bottle
straightaway.
g) I’ll close the window for you.
h) I’ll bring you a clean one
immediately.
Exercise 3.9. Answer the following questions:

1. What are the main rules for a waiter to deal with complaints?

2. What phrases can help to calm down the guest and normalize
the atmosphere?
3. Use the situations in exercise 3.3, make up and perform the dialogues between the waiter and the guest.
VOCABULARY


arise (v) if a problem or a difficult situation arises, it begins
to happen
attend to (v) to deal with business or personal matters, e.g. I may be
late, I have got one or two things to attend to.