Учебное пособие Санкт-Петербург 2010

Exercise 3.1. Complete the following sentences:

1. I’m … there isn’t a table free till 10 pm.

2. I’m sorry that this unfortunate … should have arisen.
3. We shall make every … to make your evening a pleasant one.
4. We do … for this inconvenience.
5. I’m sorry, Sir. I’ll bring you another bottle … .
Exercise 3.2. Study the useful phrases of dealing with complaints and discuss the situations they could be used:

Is anything wrong, Madam?

Excuse me, but could you tell me what the trouble is, Sir?
I’m afraid we don’t have any just now.
I’m afraid that is not possible, Madam.
That’s rather difficult I’m afraid, Sir.
We’re rather full this evening I’m afraid.
I’m extremely sorry to hear that.
I’m very sorry, Sir , but we are obliged to observe the regulations.
I’m so sorry, Madam, there must be some mistake.
I do hope you will accept our apologies.
I do apologize for this unfortunate incident.
I’m sure you understand.
We’ll attend to it right away.
We will certainly see what we can do about it, Sir.
I’ll see that it’s changed right away, Madam.
I’ll have it seen to immediately.
to attend to - заняться чем-то
Exercise 3.3. If you were the head waiter or the manager of a restaurant what would you say in the following situations:

1. A party of guests want a table but the restaurant is full.

2. A guest complains that the bill is not correct.
3. A waiter has spilt some red wine on a gentleman’s suit.
4. A guest wants roast turkey but there isn’t any left.
5. A guest complains that the white wine is not chilled enough.
Exercise 3.4. What should you say in every case? Match numbers with the letters:

1. ask what the problem is a) Please, accept my apologies.

2. apologize b) I do apologize, Sir.
3. explain the reason for c) I’ll ask the manager to come.
the problem d) What is the problem?
4. offer a solution or e) There aren’t any more tables
compensation available.
f) I’ll ask the chef to heat it up for you
g) I’m afraid we’re very busy this
evening.
h) Could we offer you a coffee on
the house?
i) I’m very sorry, Sir.
j) We’ll pay for it to be cleaned.