Grammar for speaking Making complaints 1
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Ascolta e leggi il dialogo. Poi segna (✓) le frasi vere.
Manager Ted Mary Manager Ted Mary Manager Ted Manager
Hello, I’m the manager. I understand you would like to make a complaint. Yes, we would! Your staff are really bad at customer service! We waited 30 minutes to hear that we can’t order from the brunch menu because it’s 12 p.m. I’m sorry to hear you were waiting so long to be served. I’m afraid we’re very busy today. I understand, but I think you’re missing the point. We were here waiting to be served at 11.30! And your staff didn’t apologise for keeping us waiting, nor for being unable to take our orders. Yes, that’s frustrating, but as I explained it’s very busy in here today and we’re short-staffed. But staff that are good at their jobs explain the situation to customers, they don’t ignore them. I hear what you’re saying and I will certainly discuss your complaint with my staff, but unfortunately I can’t serve you from the brunch menu now. Mary So, is that your solution – to do nothing and potentially lose two regular customers? Ted And other customers too, as we’ll leave you a bad review and that can’t be good for business. Manager That’s a shame, but I’m afraid there’s nothing I can do about it right now. It’s a pity you feel like that.
✓ The customers are not happy with the service. 1 ■ 2 ■ They waited 30 minutes for their food. 3 ■ The café is very busy today. 4 ■ The staff apologised to the customers.
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The manager refuses to serve them from the brunch menu. The customers are planning to leave a bad review.
ROLE PLAY Fai un reclamo al responsabile di un bar. Usa il Functions box come aiuto.
Manager Hello, I’m the manager. How can I help you? You Rispondi dicendo che il servizio è pessimo. Manager I’m sorry to hear that. What’s the problem? You Di’ che lo staff non riesce né a prendere le
ordinazioni né a servirle ai tavoli.
Manager I’m afraid some of the staff are new, so they are still undergoing training at the moment. You Di’ che capisci, ma che sei un cliente
pagante e quindi ti aspetti un buon livello di servizio.
Manager I’d like to, but the trouble is I need to supervise the new staff. You Di’ che ti piacerebbe continuare a
frequentare il bar, ma non sai se puoi.
Manager It’s a pity you feel like that. It’s frustrating, but I don’t know what else I can do. You Chiedi se quella è la sua unica soluzione al
problema.
Manager I’m afraid so. I hear what you’re saying, but there’s nothing I can do about it right now. You Chiedi se magari non potrebbe essere un po’
FUNCTIONS Making complaints
We waited... / I think that... / Your staff didn’t apologise for... / We’ll leave you a bad review.
Making suggestions
Can’t they be...? / Why don’t you... / You could maybe...
Showing I understand you would like to understanding make a complaint. / What’s the problem? / Yes, that’s frustrating, but as I explained... / I hear what you’re saying. / I will certainly discuss your complaint with my staff. / That’s a shame. / It’s a pity you feel like that. Apologising
I’m sorry to hear... / I’m afraid... / I apologise for the delay/mistake.
Disagreeing politely
The trouble is we can’t... / I understand, but I think you’re missing the point. / Unfortunately I can’t... / So is that your (only) solution...?
più flessibile.
Manager It’s a shame, but no, I can’t! You Rispondi che ti dispiace ma
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tu non credi che faccia bene il suo lavoro. Saluta e te ne vai.
Ascolta e controlla se hai risposto in modo adeguato.
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