Lesson three  Thursday 1st December 2011
Hello!Good morning!    
Our third day!   Two days and we’re done!      
RevisingLet’s remember what we said last week.
Waiting tables is selling       Waiting tables is serving, too.
Be niceBe authentic and warm
ConnectSo 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 ...
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...
Your CV is your menu    It tells the client what you have to offer
CV structurePersonal details (Name, address, date of birth, nationality, driving licence)                              Obj...
Email 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 regar...
Attachments Please find enclosed… Enclosed you will find a copy of our… I’m sending you … with this email.
Message structureSalutation        Dear Ms Martínez,Message           How are you?Polite ending     Looking forward to you...
Message formalityLess formal             More formalHello Bego,             Dear Ms Martínez,Blah, blah, blah…       Blah,...
Payment terms You can pay in three easy installments. We offer fixed monthly repayments at attractive  interest rates. ...
Email booking exercise Let’s book a table for a large party! Let’s send the client some menus to choose from!
First email: enquiry1. Source of address2. Say what you require (quote, information)3. Ask for some menu samples4. As abou...
Second email: booking1. Reference to enquiry2. Reference to menu chosen3. Number of people in the party4. Payment5. Validi...
Third email:         acknowledgement1. Reference to order2. Confirmation (or modification, or refusal)3. Price, discount, ...
Fourth email: payment1. Reference to delivery2. Confirmation or complaint3. Reference to payment or invoice4. Polite ending
Complaints      Listen   Acknowledge      Solve      Thank
Complaints Listen   Can I speak to the owner? Acknowledge   Apologise Solve   Refunds   Exchanges Thank
Top complaints What’s taking so long for our dinners? – Waiting too  long…      To be seated      To have orders taken ...
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!
Complaints about drinks My drink is too strong. My drink isn’t strong enough. My drink doesn’t have enough ice. My dri...
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 ...
Complaints about the bill Overcharge “I didn’t order this” Wrong change Wrong portion size Quality of the food
Complaints about people Aggressive     Insolent     Rude Clumsy         Late         Unfriendly Dirty          Mes...
Apologies I’m very sorry about that. / I’m terribly sorry about  that. I fully understand the inconvenience this has  ca...
Apologies I’m sorry but you’ll have to talk to our manager about  that. I’m very sorry about the delay / the mistake / t...
A noisy environment! Sorry, again? I’m sorry. Could you say that again? I’m sorry, I didn’t catch that. Could you repea...
On the phone  Requests for information   Prices and discounts     Sizes / Features         Delivery         Payment       ...
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,...
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. F...
Booking Very good. What is your name, madam? My name is Anna Ono. Very well, Ms Ono. May I have your telephone  number,...
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’...
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. ...
Saying goodbye Is there anything else I can do for you Ms Ono / sir /  madam?    That’s all, thank you. You’re welcome,...
Thank you!
Reference     Communication for Business, by Birgit Abegg and Michael Benford.                Steak temperatures, common c...
Credits   Restaurant La Boheme (La Boheme Restaurant & Cocktail Lounge)       http://www.flickr.com/photos/uniquehotelsgro...
Credits                                     Saladhttp://www.flickr.com/photos/fotoosvanrobin/3179124771/sizes/o/in/photost...
Inglés profesional para la atención al cliente en hostelería día 3
Inglés profesional para la atención al cliente en hostelería día 3
Inglés profesional para la atención al cliente en hostelería día 3
Inglés profesional para la atención al cliente en hostelería día 3
Inglés profesional para la atención al cliente en hostelería día 3
Inglés profesional para la atención al cliente en hostelería día 3
Inglés profesional para la atención al cliente en hostelería día 3
Inglés profesional para la atención al cliente en hostelería día 3
Inglés profesional para la atención al cliente en hostelería día 3
Inglés profesional para la atención al cliente en hostelería día 3
Inglés profesional para la atención al cliente en hostelería día 3
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Inglés profesional para la atención al cliente en hostelería día 3

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Inglés profesional para la atención al cliente en hostelería día 3

  1. 1. Lesson three Thursday 1st December 2011
  2. 2. Hello!Good morning! 
  3. 3. Our third day! Two days and we’re done! 
  4. 4. RevisingLet’s remember what we said last week.
  5. 5. Waiting tables is selling Waiting tables is serving, too.
  6. 6. Be niceBe authentic and warm
  7. 7. ConnectSo you can help.
  8. 8. The Menu Let’s start!
  9. 9. Parts of the menu Starters / Appetizers Soups and salads Main courses / Entrees Desserts Beverages / Wine list
  10. 10. Restrictions Kosher / Halal Pregnant women Lactose intolerance Celiacs Vegans Vegetarians
  11. 11. Condiments Ketchup Mustard Mayonnaise Salt Oil Vinegar
  12. 12. Children Children’s menu Booster seat High chair Extra napkins Small spoons, straws Would you like us to serve kids first?
  13. 13. Some comments I’ll be right back. Over here, please. Watch your step
  14. 14. Tricks Look up words:  http://www.wordreference.com Look up sentences:  http://www.linguee.es Check your spelling:  Revisar > Ortografía
  15. 15. Your CV is your menu It tells the client what you have to offer
  16. 16. CV structurePersonal details (Name, address, date of birth, nationality, driving licence) Objective Education & Qualifications Employment (Date, position, responsibilities, achievements) Interests Reference
  17. 17. Email To: CC: BCC: Subject: Body: Attachments:
  18. 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. 19. Attachments Please find enclosed… Enclosed you will find a copy of our… I’m sending you … with this email.
  20. 20. Message structureSalutation Dear Ms Martínez,Message How are you?Polite ending Looking forward to your reply,Signature Daniel Peñalver
  21. 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. 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. 23. Email booking exercise Let’s book a table for a large party! Let’s send the client some menus to choose from!
  24. 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. 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. 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. 27. Fourth email: payment1. Reference to delivery2. Confirmation or complaint3. Reference to payment or invoice4. Polite ending
  28. 28. Complaints Listen Acknowledge Solve Thank
  29. 29. Complaints Listen  Can I speak to the owner? Acknowledge  Apologise Solve  Refunds  Exchanges Thank
  30. 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. 31. Complaints about food My steak was undercooked. My steak was overcooked. My food is cold My pasta is too well done
  32. 32. Complaints about food Awful Burnt Too spicy Raw There’s a fly in my soup!
  33. 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. 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. 35. Complaints about the bill Overcharge “I didn’t order this” Wrong change Wrong portion size Quality of the food
  36. 36. Complaints about people Aggressive  Insolent  Rude Clumsy  Late  Unfriendly Dirty  Messy  Unhelpful Impatient  Untidy  Unprofessional Impolite  Negligent  Untrained Incompetent  Offensive
  37. 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. 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. 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. 40. On the phone Requests for information Prices and discounts Sizes / Features Delivery Payment Complaints
  41. 41. Hello!Good morning! 
  42. 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. 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. 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. 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. 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. 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. 48. Thank you!
  49. 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. 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/
  51. 51. Credits Saladhttp://www.flickr.com/photos/fotoosvanrobin/3179124771/sizes/o/in/photostream/ Steakhttp://www.flickr.com/photos/fotoosvanrobin/4571592715/sizes/o/in/photostream/

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