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POLITENESS TRAINING FOR HOTEL INDUSTRY WORKERS
topic: The right way to talk to guests/clients in English 4



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. This isn't the price you quoted me over the phone.
  Hmm. You must have asked about our weekend rates ( = prices). Those are lower than our weekday rates.
  No. I didn't make a mistake. You obviously asked about a different day.
  Prices are higher on weekends. You asked about weekend rates, not weekday rates.

2. There must be some kind of mistake. I confirmed my reservation last week.
  I'll check the system again. Give me your name now.
  I'll check the system again. How do you spell your name again?
  I'll check, but don't get your hopes up.

3. Will this treatment help get rid of my back pain?
  It's a treatment for back pain, so obviously it should.
  Why are you so sceptical? I'm a professional!
  It should help a little bit.

4. I'll pass on the massage.
  As you wish.
  Whatever.
  Your decision.

5. 700 €!? You told me it would be € 100!
  You're obviously wrong. It's € 100 per day, not per week.
  You're clearly mistaken. It's € 100 per day, not per week.
  There's obviously been a misunderstanding. It's € 100 per day, not per week.

6. Can I schedule another massage for tonight?
  No, you can't. We're full.
  Unfortunately we're full tonight.
  It's impossible. We're full.

7. I'll pay with my Visa.
  Actually, we only take Mastercard.
  You can't. We only take Mastercard.
  No way, sir. Mastercard only.

8. Do I pay when I check out?
  Now. Please pay me.
  No, you have to pay in full when you check in.
  You must pay me right now. Paying later is not possible, sir.

9. This seems a little dangerous.
  Please don't worry. Please.
  Don't worry. There's nothing to be afraid of.
  Don't be so paranoid. It'll be OK.

10. Is the fitness center open?
  Of course. Why wouldn't it be? It's open 24 hours a day?
  It's clearly open.
  Yes, it's open 24 hours a day.

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