question archive Scenario 1 - Problem with product, delay in service and communication barrier A foreign tourist has ordered the 3-course lunch special at your establishment
Scenario 1 - Problem with product, delay in service and communication barrier A foreign tourist has ordered the 3-course lunch special at your establishment
Subject:ManagementPrice: Bought3
Scenario 1 - Problem with product, delay in service and communication barrier A foreign tourist has ordered the 3-course lunch special at your establishment. He has advised the waitress that he only have 1 hour for lunch he needs to catch a flight and was advised that this was no problem at all. first course has been served. 10 minutes after he finished the first course, the waitress returns to the table and advises that the kitchen has run out of the main course for the lunch special and advises the customer that there is an alternative they can offer for a surcharge of $15 extra. The customer is annoyed about this "Recommendation" not to mention the impact on their limited time available for lunch and ask to see you (the manager) but you are struggling to understand his concerns due to his accent and language barrier He is becoming agitated, aggressive, raising his voice and speaking quickly. He has crossed his arms and looks stiff and tense, as well as frowning at you.
Instructions for individual playing the role customer
You are a foreign tourist who is not very fluent in English
you have ordered the 3-course lunch special at this restaurant.
You have advised the waitress that you only have 1 hour for lunch as you need to catch a flight
You were advised that this was no problem at all.
first course has been served to you.
10 minutes after he finished the first course, the waitress has advised you that the kitchen has run out of the main course for the lunch special
The waitress also advised you that there is an alternative they can offer for a surcharge of $15 extra which you are happy with
You have asked to see the manager. The manager is here you have act in the following manner:
Look very annoyed and tensed with the whole situation, cross your arms in a defensive gesture
Show your concerns angrily about you missing your flight
Be aggressive, raise your voice and speak fast in broken English
please make a conservation regarding the issue between customer, waitress and manager using manage conflict?
