Telephone the manager of Tasty Thai Restaurant to complain about the meal you had there Say: • • • What went wrong Ask why it happened What you would like the manager to (a refund, free meal ) Are you happy with the manager’s response? You are the Manager of Tasty Thai Restaurant A customer has just called to complain Say: • • • What went wrong? Why it went wrong (staff illness, fire in the kitchen, no food delivery ) What does the customer want you to do? Make sure the customer is happy at the end of the call Telephone the manager of Tasty Thai Restaurant to complain about the meal you had there Say: • • • What went wrong Ask why it happened What you would like the manager to (a refund, free meal ) Are you happy with the manager’s response? You are the Manager of Tasty Thai Restaurant A customer has just called to complain Say: • • • What went wrong? Why it went wrong (staff illness, fire in the kitchen, no food delivery ) What does the customer want you to do? Make sure the customer is happy at the end of the call Situation: You are the Manager of Tasty Thai Restaurant A customer has just rung to complain Read out your part of the conversation: Manager Good morning, Tasty Thai restaurant How can I help you? Customer I’m calling to tell you I am very angry about the meal I had last night I’m really sorry to hear that What happened? [Read the sentence on your picture card] I understand why you’re upset I would like to refund your bill and also give you a free meal here for you and your guests Manager Customer Manager Customer Manager Customer Manager Customer Manager How does that sound? Terrible! I appreciate the offer but I don’t want to eat in your restaurant again I’m sorry to hear that but I can assure you it won’t happen again I would also like to give you a 20% discount for the rest of the year Very well, thank you We will come back for a meal next Saturday Certainly I will reserve you our best table Thank you Good bye Thank you Good bye Situation: You ate at Tasty Thai Restaurant last night It was terrible! Call the manager to complain Read out your part of the conversation: Manager Good morning, Tasty Thai restaurant How can I help you? Customer I’m calling to tell you I am very angry about the meal I had last night I’m really sorry to hear that What happened? [Read the sentence on your picture card] I understand why you’re upset I would like to refund your bill and also give you a free meal here for you and your guests Manager Customer Manager Customer Manager Customer Manager Customer Manager How does that sound? Terrible! I appreciate the offer but I don’t want to eat in your restaurant again I’m sorry to hear that but I can assure you it won’t happen again I would also like to give you a 20% discount for the rest of the year Very well, thank you We will come back for a meal next Saturday Certainly I will reserve you our best table Thank you Good bye Thank you Good bye The restaurant was too busy – we had people at a table for 4! The waiter was very rude and lazy He took 40 minutes to clear our plates! The plates were dirty and the chopsticks had old rice stuck to them! The food was rotten and smelt horrible It was disgusting! There were rats We could see them going in the kitchen! The food was very expensive, I could have bought a car instead! Everyone got food poisoning – my sister is now in hospital! The portions were too small We ate courses but had to eat at McDonald’s on the way home!