MPU 2222 ENGLISH FOR COMMUNICATION

ROLE PLAY SCRIPT

SCENARIO – DEALING WITH UNSATISFIED CUSTOMER

ROLE A : MUQRI MANAGER

ROLE B : ZIKRY CUSTOMER
ROLE C : HARRIS WAITER

CUSTOMER Hi is this Muqri restaurant?

MANAGER Yes it is. How can I help you?

CUSTOMER I want to make a reservation today for my family. Is it

possible for me to get the private section for my family?
MANAGER Uhmm…sorry sir I don’t think we have enough space in the
private section for your family. We still have space in the
normal section for your family.
CUSTOMER Can you just add more chairs in that room? Please, my
family really want the private section.
MANAGER Alright I can try but it will be uncomfortable for your family in
that room.
CUSTOMER It’s okay, I don’t care.

MANAGER Okay, we will book the table under my name Masdi

CUSTOMER Thank you very much.

MANAGER My pleasure

CUSTOMER Hi. I’ve already made a reservation for my family tonight.

WAITER Can I know what section you reserved? Is it private or

normal?
CUSTOMER Ahhh… The private section please. It’s for my family and it’s
under my name Masdi

WAITER Ohhh I see… Here, let me show you to your table.

CUSTOMER Excuse me, why is my table so close to window?

WAITER I’m sorry sir, but this is the only space that we have left to fit
your table in.
CUSTOMER Is it possible for me to change place with another customer?

WAITER I’m sorry but you can’t sir.

KV SETAPAK
MPU 2222 ENGLISH FOR COMMUNICATION
CUSTOMER Urghh…. Fine. I’ll take this table. Just go get me the menu.

WAITER So what do you want to order today sir?

CUSTOMER Give me two sets of combo C.

WAITER This is your order, sir.

CUSTOMER What is this?! Why doesn’t the food look the same as the
picture?
WAITER Of course it will not look the same. When we take the
picture, we have lighting and some nice background to make
the food look more beautiful. But I will guarantee you the
taste is good and delicious.
CUSTOMER I don’t believe this. Can you go and get me your manager?

WAITER Alright sir.

MANAGER Yes I,m the manager can you please tell me what happen?

WAITER This customer isn’t satisfied with our service.

MANAGER May I know why sir?

CUSTOMER Firstly I don’t like my table to be placed so close to the

window. Secondly, your food really doesn’t look the same as
the picture.
MANAGER I informed you earlier that our private section is full today
and you said you did not care about it. You told me to just
add the table for your family. I only did as you asked.
CUSTOMER You should have asked me first before you added the table.

MANAGER As you can see, the whole room is full, so this is the only
space that I can fit your table in. If you still feel unsatisfied
about this, you can stand there and wait until one of the
tables in this room is empty.
CUSTOMER What?!! No I will not leave my table. I paid for it so I deserve
to choose where I want to sit.
MANAGER It’s up to you sir. If you keep behaving like this, I will need to
ask you to leave the restaurant.

CUSTOMER okay fine! then I will leave immediately, after this I will give
you bad review to your restaurant on internet because bad
service to your customer.
MANAGER Hey! I don’t care about your threats, if you want to do that
just do it.
CUSTOMER I don’t believe this! What kind of terrible restaurant is this.

WAITER But sir, before you leave you need to pay first

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MPU 2222 ENGLISH FOR COMMUNICATION
CUSTOMER Oh, so your manager is crazy about money huh?

WAITER Im really sorry about my managers behavior,sir.

CUSTOMER Take this money(throwing the money) and get away from
me.
WAITER Watch it sir, or we may call the police

CUSTOMER I’m leaving.

WAITER Thank you, please don’t come again.

KV SETAPAK