EFE learning modules / Correcting Service Mistakes

scenario 3 a customer sarah is dining at an upsca

Scenario Context

"A customer, Sarah, is dining at an upscale restaurant and politely informs the server, Marcus, about several errors regarding her food order and the final bill."

Speakers
S

Sarah

A polite and patient customer who values clear communication and accuracy.

M

Marcus

A professional waiter who is apologetic and eager to fix any mistakes made during service.

The Dialogue

Tap highlighted words to view vocabulary cards below.

Sarah
Excuse me, Marcus? I think there might be a slight issue with my order.
Marcus
Oh, I am very sorry to hear that. What seems to be the problem, Sarah?
Sarah
I ordered the salmon with vegetables, but this dish arrived with french fries instead.
Marcus
I apologize sincerely. I must have noted it down incorrectly in the system.
Sarah
No worries at all. Could you please have the kitchen prepare the vegetables instead?
Marcus
Absolutely. I will that mistake immediately and bring them out to you.
Sarah
Thank you. Also, I noticed that my drink is missing the lemon wedge I requested.
Marcus
I'll bring a fresh lemon wedge right away. Is there anything else I can fix for you?
Sarah
Actually, my husband's steak is well-done, but he specifically asked for it to be medium-rare.
Marcus
I am terribly sorry. We are quite busy tonight, but that is no excuse for a wrong temperature.
Sarah
We understand it is a busy night, but he would really prefer it cooked as he ordered.
Marcus
I will take this back to the chef and have a new steak prepared right now.
Sarah
We appreciate your help. We will wait for the correct plates.
Marcus
Thank you for your patience. I'll be back in just a few minutes with the correct items.
Sarah
Thank you, Marcus. (A few minutes later) Those vegetables look perfect now.
Marcus
And here is the medium-rare steak for your husband. Does it look correct?
Sarah
Yes, this looks exactly like what we wanted. Thank you for fixing it.
Marcus
I am glad to hear that. Please enjoy your meal.
Sarah
The food was wonderful. Could we have the bill whenever you have a moment?
Marcus
Of course. Here is the check for your table.
Sarah
Wait, Marcus, I believe I have spotted a on the bill.
Marcus
I am so sorry. Could you point out where the error is?
Sarah
It seems we were charged for two bottles of sparkling water, but we only ordered one.
Marcus
Let me double-check... Ah, I see. I added a second bottle to your tab.
Sarah
Also, the dessert was supposed to be because of the long wait for the steak.
Marcus
You are absolutely right. I that instruction from my manager.
Sarah
Could you please provide a receipt with those corrections?
Marcus
I will go to the and adjust the total right now.
Sarah
Thank you. I appreciate you handling these corrections so professionally.
Marcus
It is the least I can do. Here is the updated bill with the corrected amount.
Sarah
This looks correct now. I will include the and sign it for you.
Marcus
Thank you for your kindness and for being so understanding about the mistakes.
Sarah
You're welcome. Everyone makes mistakes. Have a nice evening!
Marcus
Thank you! Have a wonderful night as well.

Scene Vocabulary

Practice vocabulary words & meanings.

Discrepancy

/ዲስክሬፓንሲ/

ልዩነት

A lack of compatibility or similarity between two or more facts.

በሁለት ወይም ከዚያ በላይ በሆኑ እውነታዎች መካከል ያለ አለመጣጣም ወይም ልዩነት።

Sautéed

/ሶቴድ/

በቅባት በፍጥነት የተጠበሰ

Fried quickly in a little hot fat.

በጥቂት ሙቅ ቅባት ወይም ዘይት በፍጥነት የተጠበሰ።

Inadvertently

/ኢንአድቨርተንትሊ/

ሳያውቁት

Without intention; accidentally.

ያለፍላጎት ወይም በድንገት የተደረገ።

Rectify

/ሬክቲፋይ/

ማረም

To put something right; to correct.

አንድን ነገር ማስተካከል ወይም ስህተትን ማረም።

Overlooked

/ኦቨርሉክድ/

ቸል ተባለ

Failed to notice something.

አንድን ነገር ሳይመለከቱ ወይም ትኩረት ሳይሰጡት ማለፍ።

Gratuity

/ግራቲዩቲ/

ጉርሻ

A tip given to a waiter, taxicab driver, etc.

ለአገልጋይ ወይም ለሾፌር የሚሰጥ ተጨማሪ የገንዘብ ስጦታ።

Complimentary

/ኮምፕሊሜንተሪ/

በነጻ የሚሰጥ

Given or supplied free of charge.

ያለ ክፍያ በነጻ የሚሰጥ አገልግሎት ወይም ዕቃ።

Revised

/ሪቫይዝድ/

የተከለሰ

Altered or corrected in light of further evidence.

ተጨማሪ መረጃን መሠረት በማድረግ የተቀየረ ወይም የታረመ።

Unintentional

/አንኢንቴንሽናል/

ያለፍላጎት የተደረገ

Not done on purpose.

ሆን ተብሎ ያልተደረገ ወይም በስህተት የሆነ።

Terminal

/ተርሚናል/

የመመዝገቢያ ማሽን

A device at which a user enters data or commands for a computer system.

መረጃዎችን ለማስገባት ወይም ሂሳብ ለመክፈል የሚያገለግል የኮምፒውተር መሣሪያ።