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!
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.
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
Complaints about the bill Overcharge “I didn’t order this” Wrong change Wrong portion size Quality of the food
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.
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?
Message structureSalutation Dear Ms Martínez,Message How are you?Polite ending Looking forward to your reply,Signature Daniel Peñalver
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
Tricks Look up words: http://www.wordreference.com Look up sentences: http://www.linguee.es Check your spelling: Revisar > Ortografía
Third email: acknowledgement1. Reference to order2. Confirmation (or modification, or refusal)3. Price, discount, payment.4. Instructions, arrangements5. Request for confirmation6. Polite ending
Fourth email: payment1. Reference to delivery2. Confirmation or complaint3. Reference to payment or invoice4. Polite ending
Basic phone skills Breathe! Introducing yourself Asking who is on the telephone Asking for someone Connecting someone Someone is not available Taking a message
Introducing yourself This is David. David speaking. David speaking, can I help you? You have called Restaurante el Faro, this is David, can I help you?
Asking who is it Excuse me, who is this? Can / Could / May I ask who is calling, please? Whos calling, please? Whos speaking? Where are you calling from? Are you sure you have the right number? Are you sure you have the right name?
Asking people to wait Hold the line, please. Could you hold on, please? Just a moment, please. Thank you for holding. The lines free now. Ill put you through. Ill connect you now / Im connecting you now.
Spelling names A Alfa G Golf N November U Uniform B Bravo H Hotel O Oscar V Victor C Charlie I India P Papa W Whiskey D Delta J Juliett Q Quebec X X-ray E Echo K Kilo R Romeo Y Yankee F Foxtrot L Lima S Sierra Z Zulu M Mike T Tango
Saying addresses @ at / forward slash - dash _ underscore .com dotcom .es dot ee es
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?
Asking for someone Can I have extension 6969? (-formal……………….+formal) Is María José in? (very informal) / Can I speak to María José? / Could I speak to María José? / May I speak to María José? / Might I speak to María José?
Connecting someone Ill put you through. Can you hold the line? Could you hold the line? Can you hold on a moment? Could you hold on a moment?
Someone is not available Im afraid Mr Vader is not available at the moment. I’m sorry, the line is busy. Mr Vader isnt in. Mr Vader is out at the moment. Im afraid Mr Vader is in a meeting at the moment. Im sorry. He’s out of the office today.
No one here by that name Im afraid we dont have a Mr Vader here. Im sorry, theres nobody here by that name. Sorry, I think youve dialled the wrong number. Sorry, Im afraid youve got the wrong number.
Taking a message Could I take a message? Could I tell him who is calling? Would you like to leave a message?
Leaving or taking a message Can I leave/take a message? Would you like to leave a message? Could you give him/her a message? Could you ask him/her to call me back? Could you tell him/her that I called? Could you give me your name please? Could you spell that please? Whats your number please?
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.
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 http://www.english-at-home.com/business/telephoning-in-english/ http://esl.about.com/od/businessspeakingskills/a/t_vocab.htm http://www.learn-english-today.com/business-english/telephone.html
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/