2. Teaching Objectives 1 2 3 To master the right way to deal with the complaints To know the categories of the complaints in the restaurant To know the basic etiquette while dealing with the complaints

3. complaints to the wrong bill complaints to the dishes complaints in the restaurant: Basic Information complaints to the service complaint to the bad smell complaint to the wrong dish complaint to the speed of serving dishes complaint to sanitation of the restaurant

4. Service procedure apologizing to the guest first. listening carefully to the guest’s complaints looking into the matter. solving the problem immediately show the gratitude for the guest’s understanding.

5. How to Express 1. Please accept my apology on behalf of the hotel./ I’m sorry sir/(madam), but I’ll see what I can do. I do apologize for that, sir/(madam). I apologize for what has happened on behalf of our restaurant./ I’m sure she didn’t mean to annoy you./ There must have been some misunderstanding./ I’m so sorry to hear that. 2. It has a strong smell./ I don’t think I’ll have any appetite for lamb./ We have been sitting at the table for a quarter, but the dishes we ordered haven’t been served./ There must be something wrong with the bill.

6. 3. I’ll check with the cashier./ What did you order?/ They will take some time to prepare./ I’ll have to check with the chef. 4. In that case, would you try XX (another dish)?/ Of course, it’ll be on the house./ It’s free of charge./ It’s 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.

7. C=Clerk G=Guest M=Manager G: Hello, waiter! C: Yes, sir._____________? G: The fried chicken is too _______. You should go easy on salt. C: I’m sorry to hear that _________________? G: I’m __________ we don’t have time to wait. C: Just a moment, sir. I’ll 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? It’s on the _______________. C: No. Just ___________ the fried chicken and take it from our ______. Practical Operation 1 Fill in the blanks to make a dialogue.

8. C=Clerk G=Guest C: 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? It’s on the _______________. C: No. Just __________________ the fried chicken and take it from our _________. Practical Operation

9. Role play Situation 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 Operation 2 Situation 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.

10. Thank you for your attention!