ROLE PLAY SCRIPT

SCENARIO : One day, role A eat at exclusive restaurant. Role A find out it has insect in role
A’s food. Role A call the Role B (manager) to complain about the problems and asking for
solve the problems. The exclusive restaurant has never have the kind of problems before. So
how the role B handle it.

ROLE A : Nur Athirah Sahira Binti Sufian Customer

ROLE B: Raudhah Bahirah Binti Azman - Front Desk
- Waiter
- Manager of restaurant

The welcomer “Good Afternoon, welcome to Maharila Restaurant!”

Restaurants
Customer (Smile to welcomer and walk to front desk. Asking the front desk
the table that has book on call) “Hi I’m Sahhy I booked a table
yesterday through phone for one person under my name .” (while
looking at the front desk.)
Front Desk “Hi miss Sahhy, let me check your name.” (looking at the computer
and find the name.)
Front Desk “Miss Sahhy I found your table, let me accompany you to the table.”
(show the customer smile.)
Customer “Thank you for accompaning me.”
waiter “Hi miss, you ready to take the order?”
Customer “Yes, I’m ready.”
Waiter (hand the menu to customer)
Customer (look at the menu and act like you confuse to choose the food.)
“Can you suggest the best food at here?”
Waiter “It has many best food at here but our signature, we have different
special menu everyday. Like today the special menu is Lasagna Butter
Chicken”
Customer “Okey sound’s good! I would like to order that.”
Waiter (walk a way and after 15 minutes brought food to customer
tables)
Customer “Thank you, wow look at this food, so yummy!” (show how excited
it is you get the food)
Customer (you eat the food until you find out that your food has insect)
(your reaction shocked, and feel disgusting)
Customer “oh my god! What is this, an insect? This is totally unacceptable.”
“Excuse me waiter!” while Sahhy hand’s her up
“I need you to call the manager now!” say sahhy to waiter (act as
angry)
Waiter I’m sorry but may I know what is the problem?
Customer Look at this! I found this insect in my meal, so disgusting! This is
totally unacceptable.
Manager “We apologize for your inconvenience, I’m Bahi manager of
Maharila’s Restaurant. I was told about the problem. I’m terribly
sorry. That’s not acceptable at all. I’ll get a new one for your
immediately and give a discount in one receipt or would you like to
choose something else as replacement?” (talk in calm way but a
little panic)
Customer “ Okay I agree, it’s fine just give me a discount and I don’t want you
let this shouldn’t have happen again to another customer.”
Manager “Alright miss, we will be more careful and not let this happen again.
 Sorry miss, I want to get you a new one at the kitchen.”
Customer “Okay I’ll wait.”
Manager “Here’s your new one, I really hope you enjoy the food. If have any
problems just call me back and I will help you.”
Customer “Ok thank you.” (show a big smile)