如何正確處理餐飲投訴(ppt-21頁(yè))-wenkub
2024-10-25 14 本頁(yè)面
【正文】 the meat is very hard. It’s the hardest meat he has ever had. He can not eat it. He wants to know if you have any spaghetti. If so, he wants to have some. You listen to the diner’s complaints, apologize to him and tell him welldone meat tends to be harder, and tell him he can order spaghetti or something else.,Further development,1. Watch the flash and roleplay the dialogue with your partner. 2. Make a conversation with the people designed in the picture. Key words and phrases: napkin, nonsmoking, right away.,Script,A: Waiter! B: Yes, madam. Can I help you? A: Yes, this napkin’s been used. Can you bring me a new one, please? B: I’ll bring it right away, madam. A: Thank you. By the way, this is the nonsmoking part of the restaurant, isn’t it? B: Yes, madam. A: Well, could you ask those people over there to stop smoking, please? It’s horrible. B: Of course, madam. I’ll do it right away…… B: Here’s your lobster(龍蝦), madam. A: I didn’t order lobster. I ordered king prawns（王蝦）. B: Oh, I’m very sorry, madam. I’ll replace it for you. A: Mm. B: Oh, and here’s your fresh orange juice, madam. A: But I told you didn’t want ice in it and you’ve put ice in it. B: I’m terrible sorry, madam. I’ll get a new one without ice.,Assignments,樹立質(zhì)量法制觀念、提高全員質(zhì)量意識(shí)。,Learn some useful expressions related to this topic:,Making a complaint,How much longer shall I wait for my…? 我還要等多久…? I ordered Spaghetti, but got Macaroni? 我點(diǎn)的是意大利面,但你卻給我通心粉。恭維。敬意[(+on)] It‘s the nicest compliment I’ve ever had.這是我聽到的最好的恭維話。),1) Awful
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