Hospitality Quiz - Handling Request

Waiter: ...

Guest: Yes, I'd like two orange juice and a plate of fried rice, please.

• Are you ready to order, Ma'am?

• Please have a seat.

• Hope you enjoy the food.

• Please help yourself.

Receptionist: Good morning. what can I do for you, Sir?

Guest: I'd like to talk to the manager, please.

Receptionist: ...

Guest: Sure. My name is Hendra.

• May I have your name?

• Could you call him later?

• Have you met him before?

• Have you made an appointment?

Receptionist: Pizza Corner. How can I help you?

Customer: I'd like to make an order, please.

Receptionist: Sure. ...

Customer: Two standard size vegetarian pizza, please.

Receptionist: All right.

• What would you like to drink?

• Do you want me to help you?

• What would you like to order?

• What would you want me to do?

Room boy: Is there anything else I can do for you, Sir?

Guest: ....

Room boy: All right, Sir

• Yes, please bring me clean towel.

• No, thank you. I have my own room.

• You are very kind.

• Don't mention it.

Waiter: Good morning. How can I help you?

Guest: ...

Waiter: Chocolate or cheese?

Guest: Chocolate, please.

• I'd like to order some cake, please?

• I'd like to confirm my order.

• I need to buy some drinks.

• I want to reserve a table.

Caller: I'm calling about a product I bought in your store two weeks ago. There is something wrong with the keyboard.

Staff: ... .You can bring the laptop back to our store and let us check it.

• I'm sorry. I give up.

• I apologize for the inconvenience.

• I will listen to you.

• Thank you so much.

Customer: Excuse me! Would you mind telling me who the cook is?

Waiter: What's wrong, Sir? Is there anything I can help you with?

Customer: ..., but the chicken is not well-cooked.

Waiter: I really apologize for this mistake. Allow me to get you a better food.

• I want to order

• I am OK.

• I'm afraid

• I'm sorry to say this

Visitor :My name is Mrs. Maria from Avon. I’ve got an appointment with the manager.

Secretary : I’m sorry, but the manager is just on the meeting at the moment.

• Saying the person isn't avalaible at the moment

• Check the customer's information

• Establish with your boss whether and when to drop-in visitors

• Announce the visitor's appointment

Customer service is important for

• ensuring that money is made
• businesses to become popular on social media
• ensuring that customers are satisfied
• for understanding how to put other businesses out of business

What are the first 3 things you should do when handling a complaint?

• Listen, apologise, action

• Listen, thank them for bringing it to your attention and apologise

• Apologise, listen, seek best solutions

• Apologise, seek best solutions, follow up

Tags

CCSS.RI.11-12.3

CCSS.RI.11-12.5

CCSS.RI.8.3

CCSS.RI.9-10.3

CCSS.RI.9-10.5