Practice exercises
Read a dialogue
After a stressful day, Mr. Jackson relaxes at the bar. The bartender,
Mark, responds to a few complaints while he serves Mr. Jackson his
favorite cocktail.
Read the following passage and answer the questions.
CLICK ON: A DRINK AT THE BAR
CHECK your understanding with doing the quiz. Choose the correct answer to these questions based on the dialogue. Each question has only one correct answer. When you are finished click on the "Next Question" button. There are 10 questions in this quiz. Try to use only 1 minute for each question. At the end of the quiz, you will receive feedback
CLICK ON: QUIZ
How to make and handle complaints
Here are some expressions commonly used in discussing making and handling complaints matters.
CLICK on: MAKING AND HANDLING COMPLAINTS.
- You can hear the pronunciation of the word when you click on the audio icon before it.
- Practice the vocabulary of MAKING and HANDLING COMPLAINTS
Here you can improve your vocabulary of DEALING WITH COMPLAINTS. Follow the instructions on the web-page and go through the preparation part, text about complaint letters and the task.
CLICK on: COMPLAINING
CLlCK on: EXERCISES and find some more exercises and tasks about DEALING WITH COMPLAINTS.
CLICK on: DIALOGUE and repeat some more expressions. Finally read the dialogue. Take turns with your partner to read it aloud.
CLICK on: ARTICLE to get to know how to deal with drunk customers. Use the informations when doing the next ROLEPLAYS.
Let's get real
You are working at the restaurant. Your classmate is going to play the part of the complaining client. Go through the situations and try to solve them as politely as you can. Use the vocabulary from the previous exercises "Making and handling complaints. Change your roles and play the situations again.
SITUATION 1
The restaurant is full and one of the waitresses hasn't come to work. Your clients have been sitting and waiting at the table for quite a long time and are not happy about that. They want to know how long does it take and are discussing about leaving the restaurant.
SITUATION 2
Your client has told you that he is a vegetarian, but accidentally you have brought him a meat dish. He is also not satisfied with the wine, because it suits more for the meat dish and he is telling that he hasn't ordered that.
SITUATION 3
Your clients have been celebrating a birthday and some of them are quite drunk already. They want to order some more drinks and ask you to come and join their party. When starting to pay they find that their credit card is not working.