bilenal'lo 1 ' Problem with product, delay in service and communication barrier A foreign tourist has ordered the 3-course lunch special at your establishment. He has advised the waitress that he only have 1 hour for lunch he needs to catch a flight and was advised that this was no problem at all. first course has been served. 10 minutes after he finished the first course, the waitress returns to the table and advises that the kitchen has run out of the main course for the lunch special and advises the customer that there is an alternative they can offer for a surcharge of $15 extra. The customer is annoyed about this "Recommendation" not to mention the impact on their limited time available for lunch and ask to see you (the manager) but you are struggling to understand his concerns clue to his accent and language barrier He is becoming agitated, aggressive, raising his voice and speaking quickly. He has crossed his arms and looks stiff and tense, as well as frowning at you