Dealing with
Complaints
Сегодня на уроке
Научимся правильно реагировать на жалобы
клиентов
Рассмотрим примеры использования
Прошедшего простого времени Past Simple
1 Look at the pictures and identify five problem
situations
2 Listen to the complaints and match the key
words to the problems.
What is there to complain about?
l
Guest: We asked you to reserve a parking space
but the car park attendant says the car park's full.
Reception: I'm sorry, we overbooked the car park
yesterday and today. I'll reserve you a space for
tomorrow.
2
Customer: Excuse me, we ordered our drinks
twenty minutes ago.
Waiter: I'm sorry, madam. I'll be with you
in a moment. The restaurant is short-staffed
tonight. I'll check with the wine waiter.
3
Guest: We reserved adjoining rooms but these are
on different floors.
Reception: I'm sorry. I'll change your rooms
straightaway.
4
Customer: This steak is really overcooked. I asked
for it medium rare.
Waiter: I'm sorry, sir. I'll speak to the chef and bring
you another one.
5
Guest: A colleague left a message for me at
reception last night but nobody gave it to me.
Reception: I'm so sorry. I'll look into it.
3 Listen again and match the sentences with the replies.
Past Simple (Regular verbs)
Прошедшее простое (правильные глаголы)
Мы используем время Past Simple для описания действий в прошлом
We asked you to reserve a parking space.
We ordered our drinks twenty minutes ago.
4 Use these words to make sentences in the Past Simple.
Example
We / want / buy / new mobile phone
We wanted to buy a new mobile phone.
1 they / arrive / hotel / yesterday
2 she / ask for / dessert / without cream
3 chef / cook / wonderful / meal
4 guests / enjoy / their stay
5 he / key in / reservations data
6 waiter / open / bottle of champagne
Past Simple (Irregular verbs)
Прошедшее простое (неправильные глаголы)
My friend left (leave) a message at reception.
We had (have) lunch at the new bistro in town.
5 Use the irregular verb list to complete these sentences in the Past Simple.
1 They (tell) ____________ the waiter about the mistake on the bill.
2 He (go) _____________ into the kitchen to speak to the chef.
3 The guests from Japan (speak) _______________ very good English.
4 Yesterday I (meet) ______________ my colleagues in a bar.
5 She (write) ________________ an email confirming the reservation.
6 He (eat) ____________ his meal and (pay) _____________ his bill.