Учебное пособие Санкт-Петербург 2010

B. Then make a list of problems which customers may create for restaurant staff:

For example: Guests are drinking too much and disturbing other customers.

Pre-reading 1.3. Think about an action the restaurant staff should take if:

- The food or drink is split on guest’s clothing.

- A guests feels unwell.
- The wrong dish is served.
- The food was not served as ordered by the customer.
- The wine was bad.
- The waiter forgot to serve a dish.

2. 
   Reading. Read the dialogues in which customers are complaining about their problems. Make a note of each problem:
   

1.
C. What do you mean, you’re full and there’s no table in my
name?
I phoned this afternoon and made a reservation.
H.W. I’m very sorry, Madam. There must be some mistake. But we
have a pleasant table in the Blue Room.
C. Well, I suppose we’ll have to manage with that, but I must tell
you I’m disappointed with you service.
H.W. I understand how you feel, Madam, but we will make every
effort to make your evening here a pleasant one.


2.
C. Waitress! I’m not happy with the steak.
W. I’m very sorry, Sir. What’s the problem?
C. I ordered it well done, but it’s completely rare.
W. Yes , Sir. There must be some mistake. I’ll change it for you
immediately.


3.
C. Head Waiter, I want to have a word with you.
H.W. Yes, Sir. Is there something wrong, Sir?
C. Yes, there certainly is. We arrived twenty minutes ago and we
still haven’t seen the menu. The service here is appalling.
H.W. I’m terribly sorry about that ,Sir. There must be some mistake.
I’ll send you a waiter immediately, and we’ll make sure you
enjoy your meal.


4.
C. Look! You’ve spilt soup all over my dress!
W. I’m terribly sorry, Madam. I’ll bring some water and a
napkin...
C. No, you’ll only make it worse. I want to speak to the
Manager.
W. Very good, Madam.
M. I do apologize for this unfortunate accident, Madam. We’ll be
happy to pay your cleaning bill, of course, if you’d like to
have your dress cleaned.
C. Oh, you will? In that case…


5.
C. Waitress! Look here, that’s chicken. I ordered fish, the
Rain-bow Trout Normandy.
W. Of course, you did, Sir. I’m so sorry. I’ll bring you your dish
immediately, Sir.


6.
C. Waiter! This wine’s got a most peculiar flavour.
W. Yes, Sir. I’ll take it back. Perhaps you’d like to choose
another wine instead, Sir.

3.