Card 13

1) You are a waiter in the restaurant. A customer is calling you to complain. Deal with the customer’s complaints. Be as polite as possible.

2) You are the restaurant manager. You have received a letter of complaint from Mr. Green who wrote that the restaurant did not cater for his request for halal food (national Muslim food) on 14^th February. Write a letter of apology, explaining that you require adequate notice for special diets as you need to make special arrangements, and offering $25 voucher towards the cost of the customer’s next visit.

While writing a letter of apology, use the following expressions: Thank you for…, I was sorry to hear that …, However, I would like to point out that…, Unfortunately, we were not informed of your requirements, I can assure you…, As a sign of our concern, we would like to offer…, I hope we will have the pleasure of your custom again, Please accept my sincere apologies for….

Работа с жалобами клиента в ресторане / Решение проблем клиента в отеле (турагенстве)

Инструкции	Лексическое наполнение
1. поздоровайтесь, представьтесь и предложите свою помощь. Выясните, в чем конкретно состоит жалоба / проблема.	Good morning. / Good afternoon. / Good evening. Reception / Travel Agency. ………… speaking. Can I help you? / What exactly is wrong?
2. выразите клиенту сочувствие.	I see. / I’m sorry to hear that. / Don’t worry. / Oh, dear. / Let me take the full particulars. / I fully understand you.
3. пообещайте решить проблему / разобраться с жалобой.	I’m sure everything will be ok. I’ll do what I can. / I’ll do my best to sort it out. / I’ll change it immediately. / I’ll see what I can do.
4. Если необходимо, выясните имя клиента; номер, в котором он остановился / дату совершения поездки.	Can you tell me your name and your room number? / Can you tell me your name and the date of your tour?
5. Предложите что-либо в качестве компенсации.	As compensation I can offer you…
6. Еще раз извинитесь за причиненные неудобства.	I am really sorry for the inconvenience you’ve suffered.

Letter of apology

Dear Mr. Green,

Thank you for your letter of 16^th February.

I was sorry to hear that you were unable to obtain halal food from the restaurant and that you had to eat out that night. You are quite right to say that the brochure states that we cater for our guests’ special diets. However, I would like to point out that the brochure also makes it clear that we require adequate notice because we need to make special arrangements.

Unfortunately, we were not informed of your requirements in advance and so were unable to meet them. I can assure you, however, that we will be able to provide halal food when you next come to us if you can give us three days’ notice.

As a sign of our concern, I would like to offer you a $25 voucher towards the cost of your next visit, and I hope we will have the pleasure of your custom again.

Please accept my sincere apologies for the inconvenience you suffered.

Yours sincerely,

…………………

Manager