Task 1:
Listen to a dialogue between a customer and a
restaurant manager. Answer the questions below.
1.
What
product or service does the customer enquire about? What are her general
requirements?
She books a
reservation of the restaurant.
It is a special
function.
2.
What
are the specific items that the customer would like to have included in her
order? How will the manager accommodate those needs?
One is for her
grandmother in wheelchair.
The other is for
veggie menu.
The last one is
for the cake.
3. Underline the items from the menu
that are not mentioned in the conversation:
• Mini pizzas • drinks • steak • Caesar
salad • cream filling
4. What is the final order that the
manager wants the customer to confirm?
They are her name and phone number.
5. How and when will the order be
finalized?
One hour later he will recall.
6. How would you describe the manager’s
style of customer service? Give reasons.
Professional and flexible.
Task 2:
Listen to the recording again. Record
the phrases and expressions you hear. Then, with a partner, add your own
expressions to the list.
Asking for information:
|
Clarifying information:
|
Changing the topic:
|
Closing the conversation:
|
Task 3:
Locate information relating to each of
the situations above. Go to the home page of the Ontario Ministry
of Small Business and Consumer Services, and then click on then Your
Rights. There are four categories, within your groups, write a quick summary,
and then present your findings to the class.
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