Bristol Restaurant Criticized for Poor Customer Service

Category: Lifestyle/Entertainment

Listening

Unlocking Word Meanings

Read the following words/expressions found in today’s article.

  1. grievance / ˈgri vəns / (n) – a complaint
    Example:

    The customer aired her grievances toward the restaurant on her personal blog.


  2. ambiance / ˈæm bi əns / (n) – the mood or atmosphere of a place
    Example:

    I really liked the café’s ambiance because it made me feel at home.


  3. fall short / fɔl ʃɔrt / (idiom) – to not meet a certain standard
    Example:

    I did not like the pizza; it fell short of my expectations.


  4. terminate / ˈtɜr məˌneɪt / (v) – to end something
    Example:

    We decided to terminate him because he is rude to customers.


  5. make amends / meɪk əˈmɛndz / (idiom) – to make up or compensate for something
    Example:

    The manager tried to make amends by giving the customer a free meal.


Article

Read the text below.

A restaurant in Bristol, England, has received criticism online for its poor customer service.


Last April, customer Emma Daniels dined at Severnshed and ordered baked camembert / ˈkæm əmˌbɛər /, a cheese dish from France. After enjoying the £13 dish, Daniels found out that she just ate supermarket cheese worth only  £1.15 after seeing that it was served in its original packaging. Enraged, Daniels aired her grievances on TripAdvisor, a website that allows users to post reviews of hotels, flights, and restaurants.


In her review, Daniels gave Severnshed a rating of two out of five stars and shared that she felt cheated. Aside from the overpriced and poorly presented camembert starter, the main course was also underwhelming. Other factors like the ambiance and service also fell short of Daniels’ expectations.


In response, Severnshed manager Ashley Kirwan apologized to Daniels. He explained that serving a supermarket-bought dish in its original packaging is not a common practice in the restaurant and that the incident was an honest mistake. Kirwan also terminated the chef who prepared the dish. In an attempt to make amends, the manager invited Daniels to dine at the restaurant again.


Meanwhile, another restaurant in Bristol was also criticized by a customer online. The customer was not pleased when the restaurant Flour and Ash, which offers vegetarian options, served her goat’s cheese in place of the out-of-stock vegetarian mozzarella. Because of this, she rated the restaurant with only one star on TripAdvisor and criticized it for its insensitivity toward vegetarians.


Viewpoint Discussion

Enjoy a discussion with your tutor.

Discussion A

• If you were Emma Daniels, would you have reacted the same way she did toward the incident? Explain.
• Would you accept the manager’s offer to dine at the restaurant again? Why or why not?

Discussion B

• How would you describe good customer service?
• Are there instances that would make you hold back from complaining about poor customer service? Explain.