60518 restaurant complaints and pictures

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 do (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 do (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 6 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 3 courses but had to eat at McDonald’s
on the way home!