0.12 Handling complaints  (Page 3/7)

Listening

Listen to the tape and tick the table with details of the bill.

Listen to the tape again and tick which expressions are in the conversation.

• How are you paying?
• Service and tax are included.
• Would you sign here, please?
• Your signature here, please.
• Here’s your receipt.
• Do you have some form of identification?
• Don’t worry sir. I’ll stamp it.

Speaking

Work with your partner using the role cards in order to deal with a guest’s payment queries

Restaurant Problems

Work with a partner. Take turns to be A (a waiter/waitress) and B (a customer). Use the table below to act out the situations.

Section 3:do you remember?

What may you say when you want to:

Ask about problems?

Make excuses?

Maintain the customer’s confidence?

Offer action?

Attract a customer’s attention?

Make polite refusals?

Express sympathy?

Explain regulations?

Suggest other courses of action?

Insist about regulations?

FURTHER READING

SOURCE: Vietnam Tourism Administration Website ( (External Link) )

Situated in the North-East region of Vietnam, Halong Bay is a bay in the Gulf of Tonkin comprised of regions of Halong City, the township of Cam Pha, and a part of the island district of Van Don. Halong Bay borders Cat Ba Island in the southwest, the East Sea in the east, and the mainland, creating a 120 km coastline.

The bay itself has an area of 43,400 ha, consists of 775 islands, and forms a triangle with the island of Dau Go (Driftwood Grotto) to the west, the lake of Ba Ham (Three Shelter Lake) to the south, and the island of Cong Tay to the east.

Viewed from above, Halong Bay resembles a geographic work of art. While exploring the bay, you feel lost in a legendary world of stone islands. There is Man's Head Island, which resembles a man standing and looking towards the mainland. Dragon Island looks like a dragon hovering above the turquoise water. La Vong Island resembles an old man fishing. There are also the islands of the Sail, the Pair of Roosters, and the Incense Burner, which all astonishingly resemble their namesakes. The forms of the islands change depending on the angle of the light and from where the islands are viewed. At the core of the islands, there are wonderful caves and grottoes, such as Thien Cung (Heavenly Residence Grotto), Dau Go (Driftwood Grotto), Sung Sot (Surprise Grotto), and Tam Cung (Three Palace Grotto).

Halong Bay has many links to the history of Vietnam. For example, there are such famous geographical sites as Van Don (site of an ancient commercial port), Poem Mountain (with engravings of many poems about emperors and other famous historical figures), and Bach Dang River (the location of two fierce naval battles fought against foreign aggressors).