ROLE PLAY SCRIPT

SCENARIO : One day, role A went to an exclusive restaurant. Role A found it an insect in
his food. Role A called Role B (manager) to complain about the problems and asked to solve
the problems. The exclusive restaurant has never had the kind of problems before.

ROLE A : MUHAMMAD AIMAN BIN MAT JOHAN - Customer

ROLE B: MUHAMMAD RAZIF AL-AZIM BIN - Waiter / Manager
ROSLAN

Waiter Good Afternoon, welcome to our Restaurant. Please have a seat.

Customer Thank you.

Waiter What would you like to order, sir ?

Customer Can I see the menu card before I order something ?

Waiter Sure Sir . Here is the menu card l, I’ll return in a moment to take your order sir

Customer Okay, sure.

Waiter Are you ready to order, sir ?
Customer Yes, I would like to order grilled chicken, mushroom soup and garlic bread.

Waiter Ok sir . Would you like to have any drinks?

Customer Yes , 2 coca and 2 glasses of iced tea, please.

Waiter Thank you for your order. I’ll be right back

Waiter Here is your order . Thank you and enjoy your meal!

Customer Thank you .

*While eating, he saw a dead fly in his mushroom soup, so he raised up his hand to call the
waiter again.
Waiter Can I get you anything else ?
Customer I found this dead fly in my mushroom soup. So disgusting!
Waiter Oh, no! I’m really sorry, Sir. Let me get you a new mushroom soup.

Customer This is unacceptable. This is a very popular restaurant, I can’t believe it! Let me snap a
photo and post it on the internet so people will be more careful next time!
Waiter Please don’t, Sir. We are extremely sorry. What can we do to make it up?
Customer Call your manager now, I want to speak to him.
Waiter Alright, give me a minute.

*The waiter goes to the office and call the manager. He explains the situation to the
manager.
Manager Hi, I’m Aldo, the manager of this restaurant. I’ve heard of the shameful situation here. I am
really sorry and I hope to solve this issue here. I beg to you not to post this on the internet,
this will ruin our reputation.
Customer Yes I am also here because of your good reputation, but this is simply unacceptable. Eating
contaminated food could have caused a serious problem. I want to warn the others about
this.
Manager This is the first time we have this kind of problem. Trust me, we are going to take actions to
make sure this won’t happen ever again. Just give us one more chance. I will compensate
for your bad experience with free meals.
Customer Free meals?
Manager Yes, you can get free meals for your next visit. We won’t charge you anything. Just show
this voucher during your next visit. Here you are.
Customer Okay, that sounds good. What about this mushroom soup? I’m too disgusted already and
lost my appetite.
Manager We are going to pack you a new one. Everything that you have ordered just now will be
replaced. You can take them home and hopefully you will be able to eat whenever you feel
like eating again.

Customer Okay, I am going to accept your offer. Please make it fast, I have an urgent meeting after
this

Manager No worries, they will be ready in less than 10 minutes.

Customer I can wait for 10 minutes.

Manager Here they are, Sir. Thank you for your kind consideration and thank you for not posting on
the internet. We really appreciate that. I hope to see you soon for your free meals.

Customer Sure. I hope you won’t repeat the same mistake. I’ll take my leave now. Bye!

Manager Have a nice day, Sir! Enjoy your meals!