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Bad Service Map: 8 Situations
Choose one row. Say what happened, why it happened and what calm phrase can help.
| # | Place | Problem | Possible reason | Calm phrase |
|---|---|---|---|---|
| 1 | cafe | long wait | many people | Could you tell me how long it will take? |
| 2 | shop | rude worker | bad mood | Could you help me, please? |
| 3 | restaurant | wrong order | mistake | I think there is a mistake. |
| 4 | train station | late train | bad weather | It is okay, I can wait. |
| 5 | hotel | no help | worker is tired | Excuse me, could you help me? |
| 6 | fast food place | cold food | too many orders | Could you change it, please? |
| 7 | bus | driver is angry | traffic jam | I understand. Could you tell me the stop? |
| 8 | cinema | wrong ticket | computer problem | Could you check my ticket, please? |
Build Your Service Story
Use the map. Make 5 sentences.
- I had a problem in a ______.
- The problem was ______.
- Maybe it happened because ______.
- I felt ______.
- I can say calmly: “______.”
Feelings: angry, tired, hungry, confused, worried, disappointed, okay, calm.
Why Did It Happen?
Bad service is not always because a person is bad. Choose possible reasons.
| Human reason | Work reason | Outside reason |
|---|---|---|
| bad mood | many orders | bad weather |
| tired worker | new worker | traffic jam |
| angry customer | computer problem | noisy place |
| hungry customer | not enough workers | too hot / too cold |
Speak: I think it happened because ______. The best reaction is ______.