《餐饮服务英语》Module 11.Guest Complaint Handling.ppt

Module 11.Guest Complaint Handling Module 1. 1 Teaching Objectives Task 1 Handling the complaint about food Task 2 Handling a complaint abut bar service Task 3 Handling a drunken guest Task 4 Non-fresh food Task 5 Wrong dishes Task 6 An accident Task 7 We are people-pleasers Task 8 Attitude plays an important role Task 9 Compliment of the chef Task 10 It’s freezing in here Task 11 We’re short of help today Task 12 I’d like to apologize for our carelessness F B Situational Expressions-------- Healthy Diet Do you have any vegetarian dishes? Is there any meat in the tomato soup? What kind of oil do you use? Do you have any low-cab dishes? Do you have any low-fat desserts? Could I have the salad dressing on the side, please? Moral Food Do you serve organic vegetables? Is your veal raised in a veal crate? Is your salmon farmed or wild-caught? Are your lobsters boiled alive? Do you use free-range chickens? Is the beef hormone-free? Tableware Excuse me. We need another place setting. Excuse me. Could you give me a straw for my orange juice? Excuse me. We ‘re missing a couple of spoons. I’m sorry. My glass is chipped. Excuse me. There’s some lipstick on this glass. Excuse me. Could you give me another cup? This one has some dirt on it. Excuse me. Could you wipe the table for us? F B Situational Expressions-------- Emergency I dropped my fork. Could you bring me another one? Excuse me. Could we get a towel over here? Spilled drinks. We need some more napkins. Do you have any club soda? I spilled some coffee on my shirt. Could I have a cup of ice? I burned my finger on the plate. Could I get a Band-Aid? Yeah, I’m not too good with a steak knife. Illness Yeah, I’m fine. I think the bean soup has given me a little gas. I’m doing ok. I just think eating all this fruit might make me constipated. I’m all right. Just a touch of diarrhea. It’s nothing. Just a little heartburn. I’m ok. Something just went down the wrong pipe. Damn. I just burned my tongue. Excuse me. Someone?