Unit 3 Post-meal Service餐后服务

● Check-out

● Handling Complaints

● Checking the bill

Section 1 Warm-up

Discuss the following questions in pairs or in small groups and tell your partner.

（1）How do you pay when eating in a restaurant？

（2）Have you ever complained about restaurant?Why？

（3）What should the clerk say if a guest says there is a mistake on the bill？

Section 2 Dialogues

Dialogue 1 Check-out

A—Restaurant waiter

B—Guest

B:Excuse me,I'd like to check out.

A:Just a moment,please. Here is your check,180 yuan in all.

B:I have a restaurant coupon here. Can I get a discount？

A:Of course,you can get a 20% discount on this coupon.You only need to pay 144 yuan.How would you like to pay？

B:Do you accept cheque？

A:I'm sorry,we don't.You can pay by credit card or in cash.

B:But I didn't have neither.Can I pay by WeChat？

A:Yes,we have a QR code for the restaurant.

B:Great,I've already paid.Can I take the rest of the food away？

A:Yes,I will bring some to go boxes for you.This is your receipt.How do you like your meal?Would you please give a comment about our service and dishes？

B:Very nice,very delicious.

A:Thank you. Hope to see you again.

Words and Expressions

bill ［bɪl］n．账单

cheque ［tʃek］n．支票

coupon ［ˈkuːpɒn］n．优惠券

QR code二维码

WeChat微信

Dialogue 2 Handling Complaints

A—Restaurant waiter

B—Customer

B:Excuse me.This isn't what I ordered！

A:I'm very sorry,sir.What was your order？

B:I ordered a braised eggplant,not eggplant in hot garlic sauce.

A:I see,sir. I'll bring you some at once.

A:Your braised eggplant,sir.I'm very sorry for the mistake.

B:Yes,please be more careful in the future！

A:I will,sir.I hope you enjoy your meal.

B:Waiter,look at this dish,there is a hair in it.

A:I'm sorry,can I change a dish for you？

B:Yes,but I won't pay for another meal.

A:Of course,one moment please.

B:I'm a little angry.Please don't make any more mistakes.

A:Sorry,it's a new dish for you.To apologize,this is a fruit salad from our restaurant.I hope you like it.

B:OK,thank you.

A:You are welcome.Have a good meal！

Words and Expressions

order ［ˈɔːdə（r）］v．点菜

eggplant ［ˈegplænt］n．茄子

braised ［brez］v．用文火烧

apologize ［əˈpɒlədʒaɪz］v．道歉

Dialogue 3 Checking the Bill

A—Restaurant waiter

B—Guest

A:Would you like anything else,sir and madam？

B:No,thank you.We'll take the bill now.

A:Yes,here it is,madam.

B:（Goes over the bill carefully.）What's the 21 yuan for？

A:For the three coffees.

B:We only have two.

A:（Check the bill carefully.）Oh,I'm awfully sorry.

（The waiter goes back to the cashier to have the amount changed.）

A:I'm sorry to have kept you waiting.Would you mind checking it again？

B:Excuse me,madam. The total works wrong. What are these extra charges？

A:There's a 20 percent service charge in this restaurant.

B:OK,that's all right.

A:Would you please sign for it？

B:Yes,thank you.

Words and Expressions

cashier ［kæˈʃɪə（r）］n．收银台

extra ［ˈekstrə］adj．额外的

charge ［tʃɑːrdʒ］v．收费

sign ［saɪn］v．签字

Section 3 Speaking

How to Provide Post-meal Service?

如何提供餐后服务？

1.Phrases,Sentences and Expressions

2.Role-play

Work in pairs and make a dialogue according to the situation given below：

（1）Mr.White checks out in the restaurant.

（2）The waiter explains the bill.

（3）Mr.White complaints that there is a mistake on the bill.

（4）The waiter wants to apologize and checks with the guest as well as handles complaints.

Section 4 Reading

Tips for Handling Complaints

处理投诉的技巧

To deal with customers' complaints successfully,we need to find the most appropriate way to communicate with customers.Here are five tips for handling complaints：

Firstly,listening is the premise of solving problems.When listening to the customer's complaints,we should not only listen to the content they expressed,but also pay attention to their tone and volume,which helps to understand the internal emotions behind the customers' language.At the same time,make sure that you really understand the customers'problems through explanation and clarification.

Secondly,identify with customers'feelings.When customers complain,they will show various emotions such as worry,disappointment,frustration,anger,etc.You should not understand these performances as dissatisfaction with you personally.You know,anger is usually expressed subconsciously through a carrier.The customer's mood is fully justified,which deserves great attention and the most rapid and reasonable solution.So you need to let the customer know that you understand his feelings and care about his problems.

Thirdly,lead the customers' thoughts properly.Sometimes we feel uncomfortable saying sorry because it seems to be admitting that we are wrong.In fact,“I'm sorry”or does not necessarily mean that you or the company have made a mistake,which mainly means that you regret and sympathize with customers'unpleasant experience.Don't worry about customers getting tougher with your approval,which will only lead their thoughts to solutions.

Fourthly,show willingness to help.“Let me see how I can help you.I'd like to solve the problem for you.”As mentioned above,when the customer is paying attention to the solution of the problem,the customer service manager should be considerate and willing to provide help, which will naturally make the customer feel safe and secure,so as to further eliminate the opposition and form a sense of dependence.

Fifthly,solve problems.For customers' complaints,each company should have a variety of plans or solutions.They should provide choices for customers in the solution,promise to customers honestly and give customers some compensation appropriately.

Notes

（1）We need to find the most appropriate way to communicate with customers.

我们需要找到最合适的方式与客户沟通。

communicate with的意思为“与……联系，与……交往，与……相通”。

e.g.Group members have to communicate with each other through role-play.

小组成员必须通过角色扮演互相交流。

（2）At the same time,make sure that you really understand the customers'problems through explanation and clarification.

同时，你可以通过解释和澄清，确保真正了解客户的问题。

make sure that的意思为“设法保证、查明”。

e.g.If you have something to say make sure that it is accurate,succinct and to the point.

在阐述观点时，一定要准确、简洁、中肯。

（3）Secondly,identify with customers'feelings.

第二，认同顾客的感受。

identify with的意思为“认为……等同于……”。identify with通常不用于进行时。

e.g.Reading this book,we can identify with the main character.

读这本书的时候，我们会对主人公产生共鸣。

Questions：

（1）How can we listen to our guests'complaints？

（2）Saying sorry to a customer means we've done something wrong,right?Why？

Section 5 Simulated Writing

Customer Complaint File

顾客投诉记录表

1.Writing Skills

顾客投诉记录表是酒店员工处理投诉时必须填写的记录表。员工必须严格地按要求进行规范填写。坚决杜绝不填或缺漏项现象。（注意：投诉原因和处理办法必须详细填写。）

2. A Sample Writing

3.Writing Practice

Daniel is a guest in room 5388 of the hotel.At 17:00 on October 20,2020,he had a meal in the hotel restaurant.The waiter spilled his drink on his clothes.He complained and asked the restaurant to compensate him for his clothes which worth 10000 yuan.Manager Li Yang apologized and learned that it was indeed the fault of the waiter.He said that the restaurant would like to dry clean the clothes for the guest free of charge and give a coupon card to the hotel bar,hoping that the guest would be satisfied.Daniel said it was acceptable.The next day,manager Li Yang personally delivered the clothes to Daniel's room.Daniel said thanks a lot.He thought the service of the hotel was very good.

Fill in complaint handling documents according to customer complaint file.

Section 6 Supplementary Reading

How to Improve the Quality of Catering Service?

如何提高餐饮服务质量？

With the rapid development of service industry,service quality is paid more and more attention by restaurant management.It is not only an important means for restaurants to expand sales and compete for market,but also directly affects the realization of restaurant economic benefits.Therefore,how to improve the service quality has become a key consideration.

According to the needs of customers,the restaurant should improve the“hardware”service from the effective guarantee of service facilities,the careful production of catering menu and the continuous innovation of catering dishes.Of course,“software”service is also one of the important contents of improving service quality in restaurants.For example:the standardization and training optimization of service process,the correct handling of guest complaints,the establishment of employee reward and punishment and assessment system,and the continuous training of employees,etc.To improve the service level of employees,the combination of the two will surely improve the service quality.

Service quality is the soul of service industry.Only by improving service quality can we ensure the sustainable development of restaurant management.