COMPLAINT HANDLING SCRIPT PACK

HOW TO USE THIS PACK

① Read the dialogue

Read the conversation between the server and the guest. Pay attention to what the server says when something goes wrong.

② Study the key vocabulary

Each scenario has 5 key words and phrases. Read the meaning and example sentence for each one.

③ Complete the practice exercise

Fill in the gaps using the key vocabulary. Check your answers at the bottom of the page.

💡 Tip

When a guest complains, remember three things:

• Apologise straight away
• Offer a solution
• Check they are happy afterwards

These three steps work in every situation.

The 3 Steps

Step 1 — Apologise — Say sorry and show you understand.

Step 2 — Fix it — Offer a solution quickly.

Step 3 — Follow up — Check the guest is happy.

Ready? Scenario 1 starts on the next page.