Inglés profesional para la atención al cliente en hostelería día 4
Inglés profesional para la atención al cliente en hostelería día 3
-
Upload
begona-martinez -
Category
Education
-
view
816 -
download
3
description
Transcript of Inglés profesional para la atención al cliente en hostelería día 3
Curso de inglés profesional para atención al cliente en hostelería
Lesson threeBegoña Martínez · bego @ matiz.com.es
Lesson three
Thursday 1st December 2011
Hello!
Good morning!
Our third day!
Two days and we’re done!
Revising
Let’s remember what we said last week.
Waiting tables is selling
Waiting tables is serving, too.
Be nice
Be authentic and warm
Connect
So you can help.
The Menu
Let’s start!
Parts of the menu
Starters / Appetizers
Soups and salads
Main courses / Entrees
Desserts
Beverages / Wine list
Restrictions
Kosher / Halal
Pregnant women
Lactose intolerance
Celiacs
Vegans
Vegetarians
Condiments
Ketchup
Mustard
Mayonnaise
Salt
Oil
Vinegar
Children
Children’s menu
Booster seat
High chair
Extra napkins
Small spoons, straws
Would you like us to serve kids first?
Some comments
I’ll be right back.
Over here, please.
Watch your step
Tricks
Look up words:
http://www.wordreference.com
Look up sentences:
http://www.linguee.es
Check your spelling:
Revisar > Ortografía
Your CV is your menu
It tells the client what you have to offer
CV structure
Personal details (Name, address, date of birth, nationality, driving licence)Objective
Education & QualificationsEmployment (Date, position, responsibilities, achievements)
InterestsReference
To:
CC:
BCC:
Subject:
Body:
Attachments:
Polite endings
Looking forward to your reply,
Hoping to hear from you soon,
Thank you very much in advance,
Kind regards,
Best regards,
Regards,
Have a very nice day!
Attachments
Please find enclosed…
Enclosed you will find a copy of our…
I’m sending you … with this email.
Message structure
Salutation Dear Ms Martínez,
Message How are you?
Polite ending Looking forward to your reply,
Signature Daniel Peñalver
Message formality
Less formal More formal
Hello Bego, Dear Ms Martínez,
Blah, blah, blah…Blah, blah, blah…Blah, blah, blah…
Blah, blah, blah…Blah, blah, blah…Blah, blah, blah…
Talk to you soon, Looking forward to your reply,
Dani Daniel Peñalver
Payment terms
You can pay in three easy installments.
We offer fixed monthly repayments at attractive interest rates.
Pay in easy, interest-free installments.
Now, let’s practise!
On to new things!
Email booking exercise
Let’s book a table for a large party!
Let’s send the client some menus to choose from!
First email: enquiry
1. Source of address
2. Say what you require (quote, information)
3. Ask for some menu samples
4. As about terms of payment
5. Polite ending
Second email: booking
1. Reference to enquiry
2. Reference to menu chosen
3. Number of people in the party
4. Payment
5. Validity of offer and instructions
6. Polite ending
Third email: acknowledgement
1. Reference to order
2. Confirmation (or modification, or refusal)
3. Price, discount, payment.
4. Instructions, arrangements
5. Request for confirmation
6. Polite ending
Fourth email: payment
1. Reference to delivery
2. Confirmation or complaint
3. Reference to payment or invoice
4. Polite ending
Let’s practise!
Complaints
ListenAcknowledge
SolveThank
Complaints
Listen Can I speak to the owner?
Acknowledge Apologise
Solve Refunds Exchanges
Thank
Listen
I’m sorry
Let’s see what has happened
Explanation
I’m sorry
Settlement
Dispute
Top complaints
What’s taking so long for our dinners? – Waiting too long… To be seated To have orders taken “I will be with you
shortly” For food to arrive “Your food is on its way” For more drinks to arrive “Will you have more
wine?”
Something is wrong with the food At arrival At table check
Complaints about food
My steak was undercooked.
My steak was overcooked.
My food is cold
My pasta is too well done
Complaints about food
Awful
Burnt
Too spicy
Raw
There’s a fly in my soup!
Now, let’s practise!
Complaints about drinks
My drink is too strong.
My drink isn’t strong enough.
My drink doesn’t have enough ice.
My drink has too much ice.
My soda / beer is flat.
Now, let’s practise!
Complaints about tables
It’s too noisy We’ll turn down the music
It’s too hot / It’s too cold We’ll turn on the AC We’ll turn on the heat
It’s too dark / It’s too bright We’ll brighten the room We’ll switch off this light
It’s too busy
Now, let’s practise!
Complaints about the bill
Overcharge
“I didn’t order this”
Wrong change
Wrong portion size
Quality of the food
Complaints about people
Aggressive
Clumsy
Dirty
Impatient
Impolite
Incompetent
Rude
Unfriendly
Unhelpful
Unprofessional
Untrained
Insolent
Late
Messy
Untidy
Negligent
Offensive
Now, let’s practise!
Apologies
I’m very sorry about that. / I’m terribly sorry about that.
I fully understand the inconvenience this has caused.
I’m sorry but I’m afraid I can’t help you.
Now, let’s practise!
Apologies
I’m sorry but you’ll have to talk to our manager about that.
I’m very sorry about the delay / the mistake / the mix-up / the damage
Please accept our apologies for this.
A noisy environment!
Sorry, again?
I’m sorry. Could you say that again?
I’m sorry, I didn’t catch that. Could you repeat it?
I’m sorry but it’s very noisy here today. Could you speak a little louder, please?
Now, let’s practise!
On the phone
Requests for informationPrices and discounts
Sizes / FeaturesDeliveryPayment
Complaints
Hello!
Good morning!
Calling back
Good Morning, Mesón El Faro, can I help you?
Yes, could I speak to Ana Michelle Ono, please? Yes madam, I’ll put you through.
Yes, could I speak to Ana Michelle Ono, please? Sorry, she’s not available at the moment, can I
take a message?
Booking
Good morning, Mesón El Faro, how can I help you?
I’d like to book a table for three, for next Friday at 3pm.
Friday at 3pm, three people. Would you like to order any special dish?
Yes, I would like to order the rabbit paella, for the three of us.
Booking
Very good. What is your name, madam?
My name is Anna Ono.
Very well, Ms Ono. May I have your telephone number, please?
My phone number is 968 12 34 56.
OK, 968 12 34 45. Thank you very much Ms Ono.
Thank you, bye, bye.
Problems!
Oh, I’m sorry. I must have dialled the wrong number!
I’m sorry. Could you say that again?
I’m sorry, I didn’t catch that. Could you repeat it?
Could you spell that word for me, please?
What was the name again? I didn’t catch it.
Problems!
I’m sorry but it’s a very bad line. Could you phone back in two minutes?
I’m sorry but it’s a very bad line. Could you speak a little louder, please?
I’m sorry but I can’t make out what you’re saying. Would you like to call later?
I’m sorry but we seem to have been cut off last time. If it happens again I’ll call you back.
Saying goodbye
Is there anything else I can do for you Ms Ono / sir / madam? That’s all, thank you.
You’re welcome, and thanks for your booking.
Thank you for calling.
Have a nice day.
Thank you!
Reference
Communication for Business, by Birgit Abegg and Michael Benford.Steak temperatures, common complaints:
http://www.howtogetyourfoodspitin.com/2007/12/top-10-complaints-heard-in-restaurants.html
Credits
Restaurant La Boheme (La Boheme Restaurant & Cocktail Lounge) http://www.flickr.com/photos/uniquehotelsgroup/5692227631/
Sweet Temptationshttp://www.flickr.com/photos/adforce1/4420985385/
American Idolshttp://www.flickr.com/photos/iboy_daniel/83909206/sizes/l/in/photostream/
¡Ole! Project 365(3) Day 124http://www.flickr.com/photos/elwillo/5803408244/sizes/l/in/photostream/
Chicken Paella Close-uphttp://www.flickr.com/photos/avlxyz/447638440/sizes/o/in/photostream/
Credits
Saladhttp://www.flickr.com/photos/fotoosvanrobin/3179124771/sizes/o/in/photostream/
Steakhttp://www.flickr.com/photos/fotoosvanrobin/4571592715/sizes/o/in/photostream/