9 Customer Quality Requirements

8/11/2019 9 Customer Quality Requirements

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Customer quality requirements. (Exigence de qualit des clients)

1 "The Sussex Breakfast at the Ambassador Hotel in Brighton ..."(an! #$% #&% '

) Se*ial diets. (Rgimes spciaux.)

2.1 Allergies

).) Ethics. Reading comprhension. "+ish are +riends% ,ot +ood"- eading labels. (Lecture des tiquettes)

/ 0oliteness

# rammar2

#.1 0ossessi3e *ase. (Cha ) A,1 4T1 fas*i*ule CA0!#-%#/ %## (*orrig5 #'!

#.) 6xression of the future (Cha $ ) A, 1 4T1 CA0! 17# 8usqu9: 1$-


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eading and understanding a text.

"The Sussex breakfast at the Ambassador Hotel in Brighton" (texte ra*ouri* ris dans manuel A,

#&. $17# T-!

"The Sussex Breakfast at the Ambassador Hotel in Brighton"

;...< =ou are eating the finest lo*al rodu*e.

The Sussex Breakfast is deli*ious% lo*al and seasonal. Sausages and ba*on

*ome from igs reared outdoors and aggs from free4range *hi*kens. ilk%

butter and *heese *ome from lo*al small dairies% ale 8ui*e and seasonal

fruit from lo*al or*hards. There are tasty homemade 8ams% mustards and

marmalade4 not forgetting muesli% otato and smoked salmon alternati3es

to meat.

These are quality ingredients sour*ed dire*t from Sussex rodu*ers.

Caring animal farming and rese*t for the Sussex lands*ae and >ildlife is

a art of the ethos for ser3ing a Sussex breakfast. Traditionally reared%grass4fed *o>s% igs and *hi*kens rodu*e milk% meat and eggs ri*h in

?mega4-% the essential fatty a*id >e all require.

Adapted from BBC !!" #!!"$ #e%ruar& 1'th$ 2''(

1! 0resentation of the do*ument2

Title@ onne le titre de l9arti*le

ate@ Sa date de ubli*ation

Sour*e@ 9o ro3ient4il@

Toi*@ Duel est le su8et de l9arti*le.

Comlete the text >ith your o>n >ords. Eoi*i une r5onse r5dig5e qui rerend les oints *i4dessus2

The do*ument is an ................................ entitled "The Sussex Breakfast at the Ambassador Hotel in

Brighton". Ft >as ............................. in the BBC magaine .......................................... in .................

)&.

Ft is ........................ a hotel ser3ing a traditional ...................... based on ..................... and seasonal

rodu*ts.

Arti*le4 ublished4 ood +ood4 +ebruary4 about4 lo*al

)! Sho> that the breakfast at the Ambassador Hotel is the best.

0ut the >ords in the right la*e2 nutritious4 from4 oen4 than4 healthy4 on4 deli*ious4 air4*ooked4

eggs

Fts9 a traditional ........................... breakfast based .... lo*al ingredients. +or examle% the ba*on mustbe tasty and .......................... (ri*h in ?mega4-s! be*ause it *omes ......... igs traditionally reared in

the ................... .................% the ................. are s*rambled or oa*hed. F think is healthier ....... the

old fatty British breakfasts.

To sum u% F *an say this breakfast is .............................% ...............................and nutritious.

*ooked4 on4 nutritious4 from4 oen air4 eggs4 than4 deli*ious4 healthy

"Ghat is best for you@" 1)) 1)- manuel CA0 *haitre # A,1 T1

(: artir de la hoto% anti*iation 8usqu9: la rodu*tion 5*rite! exer*i*es &- : &$ *orrig5s 1)/ et

1)#.

ead the extra*ts from *on3ersations and find the right title. Iise les extraits de *on3ersation et


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retrou3e le bon titre.

A! restaurant *on3ersation about ingredients

B! restaurant *on3ersation about ho> food is reared

C! restaurant *on3ersation about substituting food

! telling someone that allergens are resent in kit*hen

1

A FJd like a milkshake but FJm la*tose intolerant. Could you rela*e themilk >ith ri*e milk@

B FJm sorry% >e donJt ha3e any ri*e milk but >e do ha3e soy milk% >e

*ould make the milkshake >ith that.

A That sounds greatK F >as also >ondering% do you ha3e any milkshake

fla3ours besides *ho*olate% banana and stra>berry@ F ha3e intoleran*es to

those foods too.

B The *hef *ould make a mango milkshake or a blueberry one.

A FJll ha3e the blueberry one L thanksK

)A FJm really allergi* to eers so FJd like my meal reared >ithout

them% lease...

B ThatJs no roblem% FJll let the *hef kno>.

A ...but itJs also imortant my food doesnJt *ome in *onta*t >ith

eers or their seeds. F need my 3egetables to be reared searately from

eers and for the *ooking utensils not to ha3e tou*hed eers.

B Ho> are you >ith *hillies@ Are you allergi* to those too@

A =es% F am% FJm highly allergi* to *hillies.

B FJll make sure the *hef kno>s this and >eJll do our best% but eers

and *hillies are resent in our kit*hen so FJm afraid >e *anJt 1M

guarantee thereJd be no *ross4*onta*t

-

A oes the 3anilla i*e *ream *ontain nuts@

B The i*e *ream is nut4free but the kit*hen is used to

rearing food that *ontains nuts so >e *anJt guarantee a

nut4free en3ironment.

A Thanks% F understand.

/

A 6x*use4me but do your noodles *ontain gluten@

B ?ur >heat and egg noodles do but our ri*e noodles are gluten

free.

A ThatJs great% FJll ha3e the ri*e noodles% lease. Ho> about the

soy sau*e you use L do you kno> if that *ontains gluten@

B FJm not sure. F think it *ontains >heat. FJll *he*k the

ingredients and get ba*k to you.

A Thanks so mu*hK Ff the soy sau*e does *ontain >heat% *an F

ha3e my meal reared >ithout it% lease@

B =es% no roblem.

A /% B )% C1 -


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Ans>er the questions2

1. Ff you are allergi* to milk% >hat substitute *an you use@

). Fn the first *on3ersation% >hat is the *ustomer allergi* to@

-. Ghat *an the *ustomer ha3e instead (N: la la*e! @

/. Fn the se*ond *on3ersation% >hat is the *ustomer allergi* to@

#. Ghat re*aution must the *hef take@

'. Fn the third *on3ersation% is the *ustomer allergi* to 3anilla i*e4*ream@7. Fn the last *on3ersation% >hy *an9t the *ustomer take the >heat (bl5! and egg noodles@

$. Can heO she take the soy sau*e@

1. =ou *an rela*e it by ri*e milk or soy milk.

). The *ustomer has intoleran*e to *ho*olate% banana and stra>berry

-. The *ustomer *an ha3e a mango or blueberry milkshake made from ri*e or soy milk.

/. HeO she is allergi* to eer% and anything that has been in *onta*t >ith eer.HeO she is

allergi* to *hillie too.

#. The *hef must reare the *ustomer9s 3egetables searately >ith utensils that ha3en9t been in

*onta*t >ith eers ou *hilies

'. ,o% heO she isn9t. The *ustomer >ants to kno> if the 3anilla i*e4*ream *ontains nuts. So the*ustomer must be allergi* to nuts.

7. Be*ause they *ontain glutten

$. Ft deends on >ether it *ontains >heat or not. The *ustomer is allergi* to glutten (N heO she

*an9t eat >heat!

Che*k The FngredientsK

Pse the information in the hotos and your o>n ideas to *omlete the dialogues.

"FJm gluten intolerant so FJll ha3e the ri*e noodles% lease.

Ho> about the soy sau*e you use L do you kno> if that

*ontains gluten@""FJm not sure. F think it *ontains >heat. FJll *he*k the

ingredients... ?h% FJm afraid .................................................

...............................................................................................

................................................................................................

................................................................................................

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"FJm highly allergi* to milk and F >as >ondering >hether

F *ould ha3e the noodles. o you kno> if theyJre dairy

free@ "

"F kno> they *ontain eggs but FJm not sure about milk.

i3e me a minute and FJll *he*k. ?h% the

ingredients say that ..........................................................

..........................................................................................

...........................................................................................

...........................................................................................

...........................................................................................

The soy sau*e *ontains >heat. F9ll ask the *hef for a glutten4free substitute for the soy sau*e.

The ingredients say that the noodles *ontain eggs and >heat. They are dairy free but they are not

suitable for milk allergy sufferers due to manufa*turing methods used. They >ere robablyrodu*ed in a fa*tory that handles diary rodu*e. There may ha3e been *ross4*onta*t.

Fn an Fndian restaurant% a *ustomer asks2

?n the *urry o>der ot.

Ah% it says here that it >as rodu*ed in a fa*tory

>hi*h handles sesame. So% it normally doesn9t

*ontain the allergen but sometimes% there is

*ross4*onta*t. aybe you should a3oid *urry.

The *urry o>der ingredients are natural. They

"FJd lo3e the *hi*ken madras but F ha3e some

serious food allergies. o you kno> if the *urry

*ontains sesame seeds or nuts@ "

"Ge add *umin seeds but no sesame seeds or

nuts."

"Ho> about in the *urry o>der@ o you

kno> if that *ontains sesame seeds or nuts@ "

"Hold on a minute. FJll *he*k. .. Ah% it says here

.............................................................................

..............................................................................

.............................................................................

..............................................................................

.............................................................................

..............................................................................

"F also a3oid sulhites. oes the *urry *ontain

reser3ati3es@ "

"FtJs freshly made and the *urry o>der

ingredients are..................................................

............................................................................

............................................................................

reatK Qust one last thing. The *urry doesnJt


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are *oriander% *umin% salt% turmeri*% arika%

*innamon% ri*e flour% fenugreek% ...et*. There are

no reser3ati3es.

Gell% F9m afraid it does *ontain a 3ery little

quantity of *elery seed

*ontain *elery% does it@ FJm allergi* to that too. "

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+ish are +riends% ,ot +ood

http**+++.high%eam.com*doc*11,12-/012-.html

1! Ghat is the nature of the do*ument@

4 An arti*le from a magaine

4 An extra*t from an online arti*le

4 A leaflet to eat fish

)! Ghen >as it >ritten@

-! Ghere is the headline@
http://www.highbeam.com/doc/1G1-124867124.htmlhttp://www.highbeam.com/doc/1G1-124867124.html


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/! Ghat does the headline say@

#! Ghat is it about@

4 The nutriti3e benefits of eating fish

4 The rote*tion of animals

4 Eegetarianism

'! Ghat is the main information @

4 a ne> *amaign to rote*t fish

4 a ne> *amaign to eat more fish

4 a ne> *amaign to eat *ats and dogs

7! Gho laun*hed the *amaign@

$! They don9t eat anything that is of animal origins. Ghat do you *all su*h a diet@

&! Ghat arguments do they use@ (*oml5te la hrase!

They say that fish ...................... and .................................

1! Ghat do they *omare fish to@ ( : quoi *omarent4ils les oissons@!

11! Ghat image do they use to *on3in*e eole to sto eating fish@

1)! Ghat is the effe*t of the *omarison on the reader@

1-! Ghat do you think about fish@ o you think it9s good for the health@ o you think it9s *ruel to

eat fish @

1! an extra*t from an online arti*le

)! Ft >as >ritten on 17th,o3ember )/ (ronon*e2 on the se3enteenth of ,o3ember t>o thousand

and four!

-! Ft is at the to of the age.

/! Ft says ",e> Caaign2 +ish are friends% not food. Animal4 rights a*ti3ists are no> *laiming fish

are too intelligent and sensiti3e to be eaten."

#! The rote*tion of animals

'! A ne> *amaign to rote*t fish

7! 06TA laun*hed the *amaign. Ft9s an organisation. Ft stands for 0eole for the 6thi*al Treatment

of Animals

$! Eegan diet.&! are intelligent and sensiti3e

1! They *omare fish to *ats and dogs

11! The dire*tor says eole >ouldn9t ut a hook through the mouth of a *at or a dog.

1)! Ft is *ruel. 0eole >ho eat fish >ill feel guilty.

+ish is good. o*tors and dietitians ad3ise eating it t>i*e a >eek (t>i*e a >eekN t>o times e3ery

>eek! . Ff >e don9t eat fish% our diet >ill be oorer and >e9ll ha3e to eat toffu. But fish is a high4risk

food and it *an *ontain a lot of oisonous substan*es% like radioa*ti3e substan*es% lead% arseni*...et*

and it *an *ause damages in the body.

Ge should rese*t animals. Some eole are not 3egan% nor 3egetarian but they only eat free4range

and organi* foods. Fn fish farms% F think fish are not rese*ted.

A3e43ous remarqu52 fish ne rend as de s au luriel. Fl s95*rit *omme au singulier mais s9a**orde


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a3e* un 3erbe au luriel.

Ghat information is gi3en through food labels@ i3e examles.

1. ,ame of food

). Fngredients (ingredients are listed in order of >eight% a**ording to the amounts used to make

the food% starting >ith the largest ingredient and ending >ith the smallest.!

-. A use by date or a best before date (date limite de *onsommation!

/. Additi3es (These usually in*lude 6 numbers. There is an in*reasing demand for food

>ithout them as some *an *ause allergi* and intolerant rea*tions.!

#. Storage (N*onser3ation! (ho> long a rodu*t is likely to last on*e it has been bought andOor

oened%!

'. 0rearation instru*tions7. Se*ial *laims ( and organi* foods must also be *learly labeled.! (N label ? ou label

bio! 0ro*essing treatment (for examle dried ari*ots% salted eanuts and smoked ma*kerel%

PHT milk% smoked fish% unasteurised *heese% froen 3egetables.! (N*onditionnement des

aliments!

$. ,ame and address (The name and address of the manufa*turer% a*ker or seller must be

stated on the label. !

&. 0la*e of origin (Ft exlains >here the food is from.!

1. ,et 3alues2 >eight% 3olume

=ou *an also find2

11. nutrition information (The energy 3alue in kilo8oules (kQ! and kilo*alories (k*al!R The

amount of rotein% *arbohydrate and fat in grams (g!. the amount of 3itamins and minerals!

1). Ser3ing instru*tions

1-. isosal of a*kaging (N o 8eter l9emballage!

1/. Se*ial diets

1#. ?ening instru*tions

1'. Bar*odes

17. Ad3ertising and marketing

Iook at the i*ture.

1. Ghat is the nature of the do*ument@). Ghat rodu*t is it about @ (N de quel roduit s9agit4il@!

-. Ghat kind of information *an you see on the label@

/. Can eole allergi* to glutten eat it@

#. Can eole allergi* to milk eat it@

'. Ft might *ontain geneti*ally modified ingredient. TrueO +alse

7. There is more *hi*ken than ri*e in this dish. TrueO +alse

$. Ho> many *alories does a a*k bring@

&. Ho> mu*h fat is there@

1. Ho> mu*h salt@

11. Gho is the distributor@ Gho should F >rite to if F9m not hay >ith the food@

1). Fs it froen food@1-. Ghere do you store it before heating it u (No le garder a3ant de le r5*hauffer!@

1/. Ghat kit*hen equiment do you need@


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1#. Ghat is re*ommended to do before ser3ing@

1'. Ghat is the best before date@

1. Ft9s a rodu*t label

). eady4made *hi*ken and asaragus

-. Fngredients% allergy ad3i*e% nutrition information >ith guidelines of the daily amounts fora3erage adults% storage and *ooking information% *onta*t details of the rodu*er and

distributor% bar*ode% net 3alue2 >eight

/. =es% they *an. The rodu*t is suitable for eole allergi* to glutten.

#. ,o% they *an9t. The dish *ontains milk.

'. ,o% Sainsbury9s foods don9t *ontain ?

7. There is more ri*e (thirty se3en er *ent! than *hi*ken (t>enty4four er *ent!.

$. The a*k *ontains four hundred and t>enty4eight *alories

&. There is fi3e oint six grams of fat er a*k

1. There is t>o grams of salt er a*k

11. The distributor is Sainsbury. Ft is *hain of suermarkets in the P!

1). ,o% it isn9t but you *an freee it on the day of ur*hase and *onsume it >ithin one month.1-. Ft must be ket *hilled (in the fridge! before >arming u.

1/. =ou *an heat the dish u in an o3en or a mi*ro>a3e

1#. Ft is re*ommended to stir the ri*e and the *hi*ken.

1'. Ge don9t kno>. Ft is >ritten on the other side of the a*kaging% on the front of the a*k.

The label is on the ba*k of the a*kaging


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$ ie*es of information must be dislayed on food labels by la>

Ghi*h of these must be dislayed on food a*kaging by la> L only $KK

1! Allergy ad3i*e

)! ,ame of rodu*t

-! Address of manufa*turer

/! Cooking instru*tions

#! Storage instru*tion'! Shelf lifeN best before date

7! Fngredients in des*ending order

$! ,utritional information

&! Geight

1! Iot or bat*h mark

Ghat is needed by la>2 )! -! /! #! '! 7! &! 1!

0oliteness.

Customers may *omlain to you (NLes clients peuent se plaindre! sometimes about the food%

>hether it is too salty% not si*y enough% under*ooked% o3er*ookedn too largen not fresh% *old%gisgusting...et*

Here is an exemle of a *omlaint by >riting2

begin finally faithfully discount so misleading because complain

forward above but attention point refund advertisement

ear SirOadam%

F feel F must (1! about the lun*h >e had at your restaurant on Thursday 17th

e*ember. Pnfortunately% both the food and the ser3i*e >ere not satisfa*tory.

To ()! >ith% the dishes >e ordered >ere inedible (-! of hea3y seasoning.

There >as (/! mu*h salt and eer on the food that it >as imossible to eat the >hole

meal.

F must also (#! out that your ad3ertisement >as ('! as there >ere only t>o

3egetarian dishes on the menu.

(7!% >hen >e asked for the bill% >e >ere surrised at the staff9s ignoran*e of the 1M

($! for grou bookings. Again% this >as something highlighted in your

(&!. Ge *ould ha3e made a fuss about it% (1! >e de*ided not to.

Considering all the (11!% F belie3e F am entitled to a artial (1)!. F am

*onfident that this matter >ill re*ei3e your romt (1-!. F look (1/! to

hearing from you.

=ours (1#!%

There are ositi3e and negati3e >ays to resonse to *omlaints.

0ut the follo>ing senten*es into the right *olumn.

0ositi3e resonse to *omlaints2

,egati3e resonse to *omlaints2

1! F9m so sorry% but this >ill ne3er o**ur O haen again @ 4@


11/12

)! Sorry there is nothing >e *an do about it. @ 4 @

-! Ge are sorry but the food is 8ust alright.@ 4 @

/! F9m really sorry. Ge9ll do our utmost not to do the same mistake again. @ 4@

senten*es 1 and / are olite. Senten*es ) and - are negati3e.


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,egati3e resonse to *omlaints2

Sorry there is nothing >e *an do about it.

F9m afraid% there isn9t mu*h >e *an do about it.

Ge are sorry but the food is 8ust alright.

Documents

9 Customer Quality Requirements