Task 1.

Roleplay

A roleplay between a waiter and a customer dealing with 3 problems – slow service, wrong order
brought, wrong bill brought.

Read the example and roleplay the situations. You can use the given phrases.

Example: Roleplay ‘Wrong bill brought’

Customer: Waiter, my bill, please!

Waiter: Just a minute, please. (after 5 minutes) Here you are, sir!

Customer: 55 euros ……. I wonder…. I think it is a bit more expensive than I expected.

Waiter: All is correct. You ordered a meat ball soup, a Greek salad, a beef steak. You drank
white wine, mineral water and coffee.

Customer: I apologise, but this is not my bill! I ordered just fish and a dessert with a glass of
juice! It is a mistake!

Waiter: Is it really? Oh, you are right, this is the bill for the other table. Sorry, I’ll bring you
your bill.

Customer: This is incredible!

Waiter: Here is your bill- 30 euros. Let me offer you a complimentary glass of home-made
wine as a compensation.

Customer: I’ll try it with pleasure.

Waiter: I apologise again for my mistake. It will never happen again.

Situation 1. ‘Wrong Bill Brought’

Student A is a waiter
The customer is complaining about the wrong bill brought. You have to deal with the problem.
The following phrases can be used:
- Here is your bill.
- You ordered …….
- You are right! Here is a mistake.
- Just a minute, I’ll find out.
 - Yes, you are right, this is the other person’s bill.
- I apologise for the mistake, I’ll bring you your bill.
- No, I’m afraid all is correct here. The bill includes 10% tips for the service.
- I am sorry, this is my mistake.
- Let me bring you a complimentary drink / dessert as a compensation.

Student B is a customer in the restaurant

You are complaining about the wrong bill brought.
The following phrases can be used:
- I’m afraid here is a mistake. I didn’t order …… (meat / fish / dessert / wine, etc.)
- Excuse me, this is not my bill!
- Will you, please, check the bill?
- I refuse to pay this bill!
- Let me talk to the manager!

Situation 2. ‘Slow Service’

Student A is a waiter
The customer is complaining about the slow service. You have to deal with the problem.
The following phrases can be used:
- I am sorry I made you wait.
- There are more customers today than we expected.
- Your order will be ready very soon. Please accept my apologies.
- Let me bring you a complimentary drink / dessert as a compensation.

Student B is a customer in the restaurant

You are complaining about the slow service in the restaurant.
The following phrases can be used:
- I am sorry, but I made an order half an hour / an hour ago, but there is no food yet!
- I’ve been here for an hour, but nobody offered even a drink!
- How long do I have to wait for my order?
- This is incredible!
 - The service in your restaurant is really slow.

Situation 3. ‘Wrong Order Brought’

Student A is a waiter
The customer is complaining about the wrong order brought. You have to deal with the
problem.
The following phrases can be used:
- I apologise for the mistake.
- I’ll immediately bring you your order.
- I am so sorry, it was my mistake. I mixed up your order with the order of the next table.
- I’ll correct everything. Let me collect the wrong dish!
- There are more customers here today than we expected.
- Your order will be ready very soon. Please accept our apologies again.
- Let me bring you a complimentary drink / dessert as a compensation.

Student B is a customer in the restaurant

You are complaining about the wrong order brought.
The following phrases can be used:
- I am sorry, but here is a mistake. I didn’t order fried chicken / grilled salmon …….
- I apologise, but this is not my order / the food that I ordered.