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WorksheetsESP212 Week 2 Review
Total questions: 10
Worksheet time: 5mins
Based on last week's reading, what are the top 3 worst complaints at restaurants? (multiple answers)
Dirty utensils
Dirty or ill-equipped restrooms
Impolite or condescending servers
Wrong checks
What are some Do's when handling complaints? (multiple answers)
Look the customer in the eye and say you're sorry.
Tell the customer to stop whining and just eat the food already.
Apologize and explain what the situation is.
Offer compensation (only if authorized)
What are some Don'ts when handling complaints? (multiple answers)
Apologize and offer an explanation.
Offer a compensation coffee or dessert even if you're not authorized.
If the customer yells at you, yell back at them even louder.
Ask the customer what seems to be the problem.
What is the LAUGH Method? (one answer)
A method to make your customers laugh.
A method comprising 5 recommended steps for making customers, coworkers, and management laugh.
A method comprising of 5 recommended steps for handling complaints and upset customers.
What are some expressions you should definitely utter when eliciting and explanation from an upset customer? (multiple answers)
What seems to be the problem?
What now?
Can you explain what happened?
Please, tell me what happened.
What are some ways to apologize? (multiple answers)
OK, I'm sorry, but I still think you were the one who put that hair on the soup.
That's terrible, I apologize.
I'm so sorry that happened.
Please, accept my sincere apologies.
What are some key expressions to show sympathy and understanding? (multiple answers)
How terrible!
That's awful!
That's very unfortunate!
Yeah? Well, life sucks for everyone!
What are some expressions to explain and clarify information? (multiple answers)
It must have been...
I believe what happened was...
Look, I've no idea what just happened.
Unfortunately, it seems that...
Grammar | When offering a plan of action, you may use the following expressions: (multiple answers)
How about offering you a dessert on the house?
What if we offering you a dessert on the house?
What if we offer you a dessert on the house?
How about offer you a dessert on the house?
Grammar | When offering a plan of action, you may use the following expressions: (multiple answers)
What if we give you a 10% discount on your check?
What if we giving you a 10% discount on your check?
What do you think about get a 10% discount on your check?
What do you think about getting a 10% discount on your check?
