DEALING WITH COMPLAINTS IN THE BAR

(Template)

BARTENDER: Greets, including part of the day (morning,

afternoon, evening), (sir/s, madam/s).
e.g. Good evening, madam. Good evening, sir.

CLIENT: Greets, including part of the day (morning,

afternoon, evening).
e.g. Good evening.

BARTENDER: Offers a drink

e.g. What would you like to drink?

CLIENT: Asks for an explanation about a cocktail, coffee, or

any kind of drink
e.g. Excuse me, what does Mojito contain?

BARTENDER: Gives the required information

e.g. It contains rum, soda water, lime juice, sugar and a
mint sprig.

(The client can ask some other questions)

CLIENT: Orders a drink

e.g. Ok, so I will have a Mojito and my friend will have an
Irish coffee.

BARTENDER: Gives the drink

e.g. Here you are. Your Mojito and your Irish coffee.

CLIENT: Appreciates the bartender

e.g. Thank you very much

BARTENDER: Answers the client

e.g. Not at all, sir.

Virginia Espinosa
COMPLAINTS

CLIENT: There is something wrong

e.g. Excuse me. This Irish coffee is really bitter. Could
you put some more sugar in it, please?

BARTENDER: Apologises and gives a solution

e.g. I´m really sorry, sir. I´ll bring you some sugar
immediately.

CLIENT: There is something wrong again

e.g. Excuse me, once again but my Mojito is not strong
enough, I think.

BARTENDER: Apologises and gives a solution

e.g. I do apologise, sir. I´ll change it straightaway.
…
Here you are, sir. I do hope you like this
one. It is on the house.

CLIENT: Appreciates the bartender

e.g. Thank you very much indeed

CLIENT: Asks for the bill

e.g. Could we have the bill, please?

BARTENDER: Gives the bill.

e.g. Of course, sir. Here it is.

BARTENDER: Says goodbye

e.g. Thank you very much for coming. Goodbye!

CLIENT: Says goodbye

e.g. Goodbye.

Virginia Espinosa