Politeness training for staff of hotels, resorts, spas, etc. (part 2)

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Politeness Training (the right way to speak to customers/guests in English)

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POLITENESS TRAINING FOR HOTEL INDUSTRY WORKERS
topic: The right way to talk to guests/clients in English 2

Part of providing good customer service is knowing the right way to communicate. English has its own "accepted" ways of talking to customers/clients/guests. If you don't use these, or if you use them incorrectly, you might come across ( = be seen) as rude or unprofessional. In the exercise below, pretend that someone is asking you the question in italics. Choose the best, most polite response:

1. My key isn't working.
  Let me take a look at it.
  Give it to me.
  Give it to me, sir.

2. Is that the cheapest room you have?
  Yes, and if you don't like it, I'm sorry, there's nothing else I can do for you.
  Yes, it is.
  You don't think that's too cheap?

3. How can I get to the train station from here?
  It's really close, so walking is your best bet.
  You should really walk.
  Walk. It's close.

4. I think the cleaning lady stole my wallet!
  No, you're wrong. Noone here could have taken it, but let's call the police to report it.
  It's highly improbable that any member of the staff would have taken it, but let's call the police to report it.
  Report it to the police if you're so sure.

5. Can you tell the cleaning lady not to clean my room today?
  You can tell her.
  That's not my concern. Please place the "do not clean" card on your door handle.
  The best way to let her know is by placing the "do not clean" card on your door handle.

6. Is there a shuttle bus leaving for the airport soon?
  Yes. It's written on that board, as you can see.
  Check the board behind you. It's all on there.
  There's a complete list of departures on the board behind you.

7. Can you show me where we are on the map?
  Of course, let me show you.
  Since you asked me I will.
  Please find it yourself. Our hotel is marked with a star.

8. Is this necessary?
  Yes, why wouldn't it be?
  Yes, it's required.
  Yes. If it wasn't I wouldn't ask for it.

9. Would you like to have a drink with me later?
  No thanks.
  No, I wouldn't.
  Thanks, but I don't think so.

10. Can you get someone to bring my bags up to my room?
  OK, I'll have them brought up.
  OK, if you need help with your bags, I'll ask someone.
  Are they too heavy for you?

CHECK ANSWERS

Back to list of exercises

Professional or friendly? You can be both! Be friendly with customers, but not too friendly. You have to find the perfect balance between making the customers feel comfortable (by not being too stiff) and keeping enough of a distance between you to ensure that your relationship stays professional. After all, these are your clients, not your friends.