Situation: You are the Manager of Tasty Thai Restaurant. A customer has just rung to complain.

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.
Manager	I’m really sorry to hear that. What happened?
Customer	[Read the sentence on your picture card]
Manager	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. How does that sound?
Customer	Terrible! I appreciate the offer but I don’t want to eat in your restaurant again.
Manager	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.
Customer	Very well, thank you. We will come back for a meal next Saturday.
Manager	Certainly. I will reserve you our best table.
Customer	Thank you. Good bye.
Manager	Thank you. Good bye.