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Dealing with a Complaint in a Restaurant

James is a waiter in a busy restaurant. A customer has called him over to her table and is making a complaint…

Customer: Excuse me!... we’ve been waiting on our food for almost an hour and a half and we’re starving!

James: I’m so sorry about that. We’re extremely busy here this evening. Your order is being prepared now and it will be with you any minute now… there it is….

Customer: Excuse me! The side orders are missing!

James: I’m terribly sorry about that. I’ll get them for you right away…

Customer: …Excuse me! Where are the side orders? We’ve already eaten our main courses. This is really disappointing! Can I speak to the manager?

James: Unfortunately, he’s not here this evening and I’m filling in for him. I’m so sorry. To make up for the inconvenience we’ve caused you, I can offer you free meals and free drinks. Please be rest assured that this won’t happen again.

Customer: I really hope not. That’s fine…thank you.

James: Can I get you anything for dessert?

Customer: We’ll have four of the ice-cream sundaes… only if it doesn’t take too long!

James: No problem - I’ll prepare them for you myself right now, and I promise that they’ll be on your table in 5 minutes!

images related to the title of the conversations
Dealing with a Complaint in a Restaurant


Phrasal verb
Example sentence
To run up against

To experience something difficult and unexpected.

The politicians ran up against strong opposition from the people.

To wrestle with

To try very hard to deal with a problem or a difficult situation.

I wrestled with the decision for a few months before deciding to quit.

To think through

To carefully consider the possible results of doing something.

I need some time think this through before making a decision.

To knuckle down

To start working or studying harder.

He’s going to have to knuckle down if he wants to pass the course.

To talk over

To discuss a

problem or situation

with someone.

We talked over the

issues in the

meeting before

making a decision.

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