培訓(xùn)資料：如何正確處理餐飲投訴-全文預(yù)覽
【正文】 ations. Role play Situation 1: Mr. Stephen finds that the food is not he ordered. He ordered cheese burger. The food brought to him looks like a ham and cheese sandwich, He wants another Martini while waiting. You listen to the plaints, apologize to him and offer to change the food and ask him if he wants something else while waiting. Situation 2: One diner plains that 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 plaints, 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. 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 he
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