Bối cảnh: Một thực khách (Customer) phàn nàn với quản lý nhà hàng (Manager) về chất lượng dịch vụ và món ăn.
Customer: Excuse me, I'd like to speak with the manager, please.
Manager: I'm the manager. How can I help you, sir?
Customer: I'm quite disappointed with our experience tonight. We booked a table for seven o'clock, but we had to wait twenty-five minutes before being seated. And when our food finally came, my steak was overcooked. I specifically asked for medium rare, and this is clearly well done.
Manager: I sincerely apologize for both the wait and the steak. We've been unusually busy tonight because of a private event in the back room. That's no excuse, though. Let me take the steak back and have the kitchen prepare a new one for you right away.
Customer: I appreciate that. But my wife's pasta was also cold when it arrived. We think perhaps it was sitting in the kitchen too long.
Manager: You're probably right, and I'm sorry about that too. I'll have a fresh pasta made as well. And to make up for the inconvenience, I'd like to offer you a complimentary dessert for both of you, and I'll also take twenty percent off your total bill.
Customer: That's very generous of you. We do love this restaurant — we've been coming here for years. We just had an off night, I suppose.
Manager: We value loyal customers like you, and I want to make sure you leave happy tonight. I'll personally check on your dishes before they come out. And here's my card — if you ever have any issues in the future, please contact me directly.
Câu hỏi trắc nghiệm
Câu 1. What was wrong with the customer's steak?
A. It was raw inside.
B. It was the wrong cut of meat.
C. It was overcooked.
D. It had too much salt.
Câu 2. Why was there a long wait for the table?
A. The restaurant was short-staffed.
B. Their reservation was lost.
C. There was a private event making the restaurant busy.
D. The kitchen was closed for cleaning.
Câu 3. What does the manager offer as compensation?
A. A full refund
B. Free drinks and a new table
C. Complimentary dessert and 20% off the bill
D. A free meal on their next visit
Câu 4. What can we infer about the customer's relationship with the restaurant?
A. It is his first visit.
B. He is a regular customer.
C. He is a food critic.
D. He works in the restaurant industry.
Đáp án và giải thích
Câu 1: C — Khách nói: "my steak was overcooked. I specifically asked for medium rare, and this is clearly well done." Bít-tết bị nấu quá chín.
Câu 2: C — Quản lý nói: "We've been unusually busy tonight because of a private event in the back room." Đông khách vì có sự kiện riêng.
Câu 3: C — Quản lý nói: "a complimentary dessert for both of you, and I'll also take twenty percent off your total bill."
Câu 4: B — Khách nói: "we've been coming here for years." Đây là câu hỏi suy luận — khách là khách quen, đã đến nhiều năm. Quản lý cũng nói "loyal customers like you."
Từ vựng khó
| Từ/cụm từ | Nghĩa |
|---|---|
| medium rare | tái vừa (mức độ chín của bít-tết) |
| well done | chín kỹ |
| complimentary | miễn phí (do nhà hàng tặng) |
| make up for | bù đắp, đền bù |
| loyal customer | khách hàng trung thành |