---
title: "Part 2 Practice — Restaurant complaint handling transcript"
excerpt: "Luyện nghe Part 2 VSTEP với đoạn hội thoại Restaurant Complaint: transcript đầy đủ, 4 câu hỏi trắc nghiệm, đáp án giải thích chi tiết, từ vựng nhà hàng."
kỹ_năng: "Nghe hiểu"
chuyên_đề: "nghe-hieu"
mức_độ: "B2"
đơn_vị: "20"
url: "https://tuyencongchuc.com/on-tap-vstep/vstep-nghe-hieu-part2-restaurant/"
canonical: "https://tuyencongchuc.com/on-tap-vstep/vstep-nghe-hieu-part2-restaurant/"
type: "bài-ôn-tập-vstep"
---

# Part 2 Practice — Restaurant complaint handling transcript

**Chuyên đề:** nghe-hieu
**Kỹ năng:** Nghe hiểu
**Mức độ:** B2
**Đơn vị:** 20

**Audio:** https://tuyencongchuc.com/audio/vstep/vstep-nghe-hieu-part2-restaurant/01.mp3

## Part 2 Practice — Restaurant Complaint Handling

**Bối cảnh:** Một thực khách (Customer) phàn nàn với quản lý nhà hàng (Manager) về chất lượng dịch vụ và món ăn.

### Transcript

**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 |

---

**Bản markdown của trang:** https://tuyencongchuc.com/on-tap-vstep/vstep-nghe-hieu-part2-restaurant/

> Nội dung trên là bản tóm lược phục vụ tra cứu và ôn tập, được rút từ trang
> https://tuyencongchuc.com/on-tap-vstep/vstep-nghe-hieu-part2-restaurant/