PART Food and Drink Service

Lesson 5 Handling Guests’ Complaints

Situation 2

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A Listen and Do

Listen to the dialog and answer the questions.

Script
W :
Was everything all right, sir?
M :
Yes. It was very nice, thank you.
W :
I’m glad to hear that you enjoyed it.
M :
Could I have the bill, please?
W :
Here you are.
M :
Excuse me. I think there’s a mistake. Is this item correct? We had only two bottles of beer and a grilled sausage.
W :
Oh, I’m sorry, sir. I’ll check it for you. [Pause]  Here you are. We’ve corrected the mistake. I’m sorry about that.
M :
Can I pay with a credit card?
W :
No problem, sir.
M :
That’s great. Here’s my credit card.
W :
Thank you, sir.