Lesson four Friday 2nd December2011
Hello!Good morning!    
Our fourth and last day!         We’re nearly there!         
RevisingLet’s remember what we said before.
Waiting tables is selling       Waiting tables is serving, too.
ConnectSo you can help.
Parts of the menu Starters / Appetizers Soups and salads Main courses / Entrees Desserts Beverages / Wine list
Restrictions Kosher / Halal         Vegans Pregnant women         Vegetarians Lactose intolerance                    ...
Condiments Ketchup            Salt Mustard            Oil Mayonnaise         Vinegar
Complaints      Listen   Acknowledge      Solve      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...
CV structurePersonal details (Name, address, date of birth, nationality, driving licence)                              Obj...
Email To: CC: BCC: Subject: Body: Attachments:
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,...
Tricks Look up words:    http://www.wordreference.com Look up sentences:    http://www.linguee.es Check your spelling...
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
On the phone
Hello!Good morning!    
Basic phone skills Breathe! Introducing yourself Asking who is on the telephone Asking for someone Connecting someone...
Introducing yourself This is David. David speaking. David speaking, can I help you? You have called Restaurante el Far...
Asking who is it Excuse me, who is this? Can / Could / May I ask who is calling, please? Whos calling, please? Whos sp...
Asking people to wait Hold the line, please. Could you hold on, please? Just a moment, please. Thank you for holding....
Spelling names A Alfa     G Golf     N November  U Uniform B Bravo    H Hotel    O Oscar     V Victor C Charlie ...
Saying addresses @ at / forward slash - dash _ underscore .com dotcom .es dot ee es
Giving numbers Heres a phone number: 0171 222 3344 Oh-one-seven-one, triple two, double three, double  four OR Zero-on...
Calling back Good Morning, Mesón El Faro, can I help you? Yes, could I speak to Ana Michelle Ono, please?    Yes madam,...
Asking for someone Can I have extension 6969? (-formal……………….+formal) Is María José in? (very informal) / Can I speak t...
Connecting someone Ill put you through. Can you hold the line? Could you hold the line? Can you hold on a moment? Cou...
Someone is not available Im afraid Mr Vader is not available at the moment. I’m sorry, the line is busy. Mr Vader isnt ...
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 th...
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 g...
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, comm...
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 4
Inglés profesional para la atención al cliente en hostelería día 4
Inglés profesional para la atención al cliente en hostelería día 4
Inglés profesional para la atención al cliente en hostelería día 4
Inglés profesional para la atención al cliente en hostelería día 4
Inglés profesional para la atención al cliente en hostelería día 4
Inglés profesional para la atención al cliente en hostelería día 4
Inglés profesional para la atención al cliente en hostelería día 4
Inglés profesional para la atención al cliente en hostelería día 4
Inglés profesional para la atención al cliente en hostelería día 4
Inglés profesional para la atención al cliente en hostelería día 4
Inglés profesional para la atención al cliente en hostelería día 4
Inglés profesional para la atención al cliente en hostelería día 4
Inglés profesional para la atención al cliente en hostelería día 4
Inglés profesional para la atención al cliente en hostelería día 4
Inglés profesional para la atención al cliente en hostelería día 4
Inglés profesional para la atención al cliente en hostelería día 4
Inglés profesional para la atención al cliente en hostelería día 4
Inglés profesional para la atención al cliente en hostelería día 4
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Inglés profesional para la atención al cliente en hostelería día 4

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Inglés profesional para la atención al cliente en hostelería día 4

  1. 1. Lesson four Friday 2nd December2011
  2. 2. Hello!Good morning! 
  3. 3. Our fourth and last day! We’re nearly there! 
  4. 4. RevisingLet’s remember what we said before.
  5. 5. Waiting tables is selling Waiting tables is serving, too.
  6. 6. ConnectSo you can help.
  7. 7. Parts of the menu Starters / Appetizers Soups and salads Main courses / Entrees Desserts Beverages / Wine list
  8. 8. Restrictions Kosher / Halal  Vegans Pregnant women  Vegetarians Lactose intolerance  Children Celiacs
  9. 9. Condiments Ketchup  Salt Mustard  Oil Mayonnaise  Vinegar
  10. 10. Complaints Listen Acknowledge Solve Thank
  11. 11. 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
  12. 12. Complaints about food My steak was undercooked. My steak was overcooked. My food is cold. My pasta is too well done.
  13. 13. Complaints about food Awful Burnt Too spicy Raw There’s a fly in my soup!
  14. 14. 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.
  15. 15. 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
  16. 16. Complaints about the bill Overcharge “I didn’t order this” Wrong change Wrong portion size Quality of the food
  17. 17. Complaints about people Aggressive  Insolent  Rude Clumsy  Late  Unfriendly Dirty  Messy  Unhelpful Impatient  Untidy  Unprofessional Impolite  Negligent  Untrained Incompetent  Offensive
  18. 18. 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.
  19. 19. 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.
  20. 20. 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?
  21. 21. CV structurePersonal details (Name, address, date of birth, nationality, driving licence) Objective Education & Qualifications Employment (Date, position, responsibilities, achievements) Interests Reference
  22. 22. Email To: CC: BCC: Subject: Body: Attachments:
  23. 23. Message structureSalutation Dear Ms Martínez,Message How are you?Polite ending Looking forward to your reply,Signature Daniel Peñalver
  24. 24. 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
  25. 25. Tricks Look up words:  http://www.wordreference.com Look up sentences:  http://www.linguee.es Check your spelling:  Revisar > Ortografía
  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. On the phone
  29. 29. Hello!Good morning! 
  30. 30. Basic phone skills Breathe! Introducing yourself Asking who is on the telephone Asking for someone Connecting someone Someone is not available Taking a message
  31. 31. 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?
  32. 32. 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?
  33. 33. 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.
  34. 34. 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
  35. 35. Saying addresses @ at / forward slash - dash _ underscore .com dotcom .es dot ee es
  36. 36. Giving numbers Heres a phone number: 0171 222 3344 Oh-one-seven-one, triple two, double three, double four OR Zero-one-seven-one, triple two, double three, double four
  37. 37. 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?
  38. 38. 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?
  39. 39. 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?
  40. 40. 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.
  41. 41. 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.
  42. 42. Taking a message Could I take a message? Could I tell him who is calling? Would you like to leave a message?
  43. 43. 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?
  44. 44. 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.
  45. 45. 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.
  46. 46. 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.
  47. 47. 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.
  48. 48. 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.
  49. 49. Thank you!
  50. 50. 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
  51. 51. 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/
  52. 52. 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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