18. 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!
19. Attachments Please find enclosed… Enclosed you will find a copy of our… I’m sending you … with this email.
20. Message structureSalutation Dear Ms Martínez,Message How are you?Polite ending Looking forward to your reply,Signature Daniel Peñalver
21. Message formalityLess formal More formalHello 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
22. Payment terms You can pay in three easy installments. We offer fixed monthly repayments at attractive interest rates. Pay in easy, interest-free installments.
23. Email booking exercise Let’s book a table for a large party! Let’s send the client some menus to choose from!
24. First email: enquiry1. Source of address2. Say what you require (quote, information)3. Ask for some menu samples4. As about terms of payment5. Polite ending
25. Second email: booking1. Reference to enquiry2. Reference to menu chosen3. Number of people in the party4. Payment5. Validity of offer and instructions6. Polite ending
26. Third email: acknowledgement1. Reference to order2. Confirmation (or modification, or refusal)3. Price, discount, payment.4. Instructions, arrangements5. Request for confirmation6. Polite ending
27. Fourth email: payment1. Reference to delivery2. Confirmation or complaint3. Reference to payment or invoice4. Polite ending
28. Complaints Listen Acknowledge Solve Thank
29. Complaints Listen Can I speak to the owner? Acknowledge Apologise Solve Refunds Exchanges Thank
30. 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
31. Complaints about food My steak was undercooked. My steak was overcooked. My food is cold My pasta is too well done
32. Complaints about food Awful Burnt Too spicy Raw There’s a fly in my soup!
33. 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.
34. 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
35. Complaints about the bill Overcharge “I didn’t order this” Wrong change Wrong portion size Quality of the food
37. 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.
38. 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.
39. 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?
40. On the phone Requests for information Prices and discounts Sizes / Features Delivery Payment Complaints
41. Hello!Good morning!
42. 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?
43. 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.
44. 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.
45. 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.
46. 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.
47. 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.
48. Thank you!
49. 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
50. Credits Restaurant La Boheme (La Boheme Restaurant & Cocktail Lounge) http://www.flickr.com/photos/uniquehotelsgroup/5692227631/ Sweet Temptations http://www.flickr.com/photos/adforce1/4420985385/ American Idolshttp://www.flickr.com/photos/iboy_daniel/83909206/sizes/l/in/photostream/ ¡Ole! Project 365(3) Day 124 http://www.flickr.com/photos/elwillo/5803408244/sizes/l/in/photostream/ Chicken Paella Close-up http://www.flickr.com/photos/avlxyz/447638440/sizes/o/in/photostream/