Quiz Unit 5
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Nama *
Guest: “Hey, my drink is late. I’ve been waiting for 20 minutes!”
Waiter: “I’m so sorry for the delay. Let me bring it to you right away.”
What word describes the waiter’s response?
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Guest: “The steak wasn’t cooked properly, and I couldn’t eat it.”
Manager: “Thank you for telling us. We’ll work on improving that.”
What is the guest giving the manager?
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Guest: “The soup was cold, and I didn’t enjoy it at all!”
Waiter: “I’m really sorry about that. We’ll replace it immediately.”
What is the guest making?
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Guest: “Can you help me fix this issue with the bill?”
Cashier: “Of course, let me resolve it for you right now.”
What is the cashier doing?
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Guest: “I can’t believe this happened! I missed my meal because of the mix-up.”
Manager: “I understand how you feel, and I apologize for the mistake.”
What quality is the manager showing?
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Guest: “I don’t want to pay for this meal. It was terrible!”
Manager: “I understand. Let me arrange a full refund for you.”
What is the manager offering?
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Guest: “My dessert was late, so I think it’s only fair to get a discount.”
Manager: “Sure, we’ll take 20% off your bill.”
What is the manager offering?
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Guest: “The waiter didn’t understand my request for gluten-free pasta.”
Manager: “I’m sorry. It seems there was a miscommunication.”
What problem is the manager addressing?
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Guest: “Thanks for fixing my issue so quickly. I’m happy now.”
Manager: “We’re glad to ensure customer satisfaction.”
What does the manager focus on?
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Guest: “The issue with my food isn’t solved yet!”
Manager: “Let me escalate this to our head chef for faster resolution.”
What is the manager doing?
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Guest: “This has been a bad experience. I hope you can make it right.”
Manager: “We’ll provide compensation—a complimentary meal for tomorrow.”
What is the manager offering?
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Guest: “Your staff was professional and polite despite the busy evening.”
Manager: “Thank you for noticing our professionalism. We aim to provide the best service.”
What word describes the staff’s behaviour?
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Guest: “Excuse me, can I get a fresh fork? This one isn’t clean.”
Waiter: “Of course, here you go. Sorry for the trouble!”
What quality is the waiter showing?
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Guest: “Thanks for fixing my order earlier. It made my evening better!”
Waiter: “You’re most welcome. Please enjoy your meal!”
What is this an example of?
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Guest: “Your service was great, but my table was too close to the kitchen door.”
Manager: “We’ll note that for next time. Thank you for your feedback!”
What is the guest providing?
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