Below you can find the second graded applied activity that is worth 10% of the total grade.

GRADED APPLIED ACTIVITY - ROLE PLAYING:

Imagine yourself working as a Duty Manager in a restaurant. You are running shift, hosting, and sharing a section with another waiter. Unsurprisingly, something went amiss and you ended up leaving a table too long. When you managed to take their order from the guests, they werent impressed. Later, their main courses came and you did not get a chance to check on them. As a result, the man came and complained about his overcooked steak and about not being properly served.

QUESTION: How should you respond to the guests complaint? Kindly include in your answer the steps of handling a complaint and illustrate these steps with real-life examples.

QUESTION 2: How should you make communication with a dissatisfied customer? name the steps and explain them in brief.

This discussion is worth 10% of the total grade.