2. Lesson three
Thursday 1st December 2011

3. Hello!
Good morning!


4. Our third day!
Two days and we’re done!


5. Revising
Let’s remember what we said last week.

6. Waiting tables is selling
Waiting tables is serving, too.

7. Be nice
Be authentic and warm

8. Connect
So you can help.

9. The Menu
Let’s start!

10. Parts of the menu
 Starters / Appetizers
 Soups and salads
 Main courses / Entrees
 Desserts
 Beverages / Wine list

11. Restrictions
 Kosher / Halal
 Pregnant women
 Lactose intolerance
 Celiacs
 Vegans
 Vegetarians

12. Condiments
 Ketchup
 Mustard
 Mayonnaise
 Salt
 Oil
 Vinegar

13. Children
 Children’s menu
 Booster seat
 High chair
 Extra napkins
 Small spoons, straws
 Would you like us to serve kids first?

14. Some comments
 I’ll be right back.
 Over here, please.
 Watch your step

15. Tricks
 Look up words:
 http://www.wordreference.com
 Look up sentences:
 http://www.linguee.es
 Check your spelling:
 Revisar > Ortografía

16. Your CV is your menu
It tells the client what you have to offer

17. CV structure
Personal details (Name, address, date of birth, nationality, driving licence)
Objective
Education & Qualifications
Employment (Date, position, responsibilities, achievements)
Interests
Reference

18. Email
 To:
 CC:
 BCC:
 Subject:
 Body:
 Attachments:

19. Polite endings
 Looking forward to your reply,
 Hoping to hear from you soon,
 Thank you very much in advance,
 Kind regards,
 Best regards,
 Regards,
 Have a very nice day!

20. Attachments
 Please find enclosed…
 Enclosed you will find a copy of our…
 I’m sending you … with this email.

21. Message structure
Salutation Dear Ms Martínez,
Message How are you?
Polite ending Looking forward to your reply,
Signature Daniel Peñalver

22. Message formality
Less formal More formal
Hello 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

23. Payment terms
 You can pay in three easy installments.
 We offer fixed monthly repayments at attractive
interest rates.
 Pay in easy, interest-free installments.

26. Email booking exercise
 Let’s book a table for a large party!
 Let’s send the client some menus to choose from!

27. First email: enquiry
1. Source of address
2. Say what you require (quote, information)
3. Ask for some menu samples
4. As about terms of payment
5. Polite ending

28. Second email: booking
1. Reference to enquiry
2. Reference to menu chosen
3. Number of people in the party
4. Payment
5. Validity of offer and instructions
6. Polite ending

29. Third email:
acknowledgement
1. Reference to order
2. Confirmation (or modification, or refusal)
3. Price, discount, payment.
4. Instructions, arrangements
5. Request for confirmation
6. Polite ending

30. Fourth email: payment
1. Reference to delivery
2. Confirmation or complaint
3. Reference to payment or invoice
4. Polite ending

32. Complaints
Listen
Acknowledge
Solve
Thank

33. Complaints
 Listen
 Can I speak to the owner?
 Acknowledge
 Apologise
 Solve
 Refunds
 Exchanges
 Thank

35. 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

36. Complaints about food
 My steak was undercooked.
 My steak was overcooked.
 My food is cold
 My pasta is too well done

37. Complaints about food
 Awful
 Burnt
 Too spicy
 Raw
 There’s a fly in my soup!

39. 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.

41. 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

43. Complaints about the bill
 Overcharge
 “I didn’t order this”
 Wrong change
 Wrong portion size
 Quality of the food

44. Complaints about people
 Aggressive  Insolent  Rude
 Clumsy  Late  Unfriendly
 Dirty  Messy  Unhelpful
 Impatient  Untidy  Unprofessional
 Impolite  Negligent  Untrained
 Incompetent  Offensive

46. 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.

48. 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.

49. 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?

51. On the phone
Requests for information
Prices and discounts
Sizes / Features
Delivery
Payment
Complaints

52. Hello!
Good morning!


53. 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?

54. 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.

55. 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.

56. 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.

57. 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.

58. 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.

59. Thank you!

60. 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

61. 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 Idols
http://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/

62. Credits
Salad
http://www.flickr.com/photos/fotoosvanrobin/3179124771/sizes/o/in/photostream/
Steak
http://www.flickr.com/photos/fotoosvanrobin/4571592715/sizes/o/in/photostream/