Six tips for better customer service in English

1 Speaking too abruptly

We all want to get to the point, but a short, abrupt response when talking to a customer can come across as rude — even when it isn't meant that way.

Example — asking for a customer's name

"What's your name?"

"Could I get your name, please?"

2 Making the customer feel wrong

Even if you think the customer is mistaken, there are polite and diplomatic ways to handle it. Directly contradicting a guest — however justified — almost always makes things worse.

Example — guest says the air conditioning isn't working

"That's impossible. It was working yesterday."

"I'll get someone to check that for you right away."

3 Making the customer feel stupid

Not every customer is highly observant — but pointing that out, even subtly, is always impolite. The goal is to help, not to highlight what they missed.

Example — guest asks where the breakfast area is

"Yes, it says so right there on the sign."

"Yes, right through that door."

4 Not giving enough information

A one-word answer to a genuine question can feel dismissive. Customers asking for a recommendation or opinion want more than a yes or no — they want to feel helped.

Example — guest asks if the wine is good

"Yes, it is."

"Yes, it's considered a very good wine. A lot of our customers order it."

5 Being overly honest

Professional customer service requires a degree of tact. Sharing unnecessary details — especially anything that might worry or alarm a guest — is rarely helpful and often counterproductive.

Example — guest asks if the neighbourhood is safe

"Generally it is, but there have been a couple of robberies recently. You should be OK in the daytime, though."

"Generally it is safe, but exercise caution as you would anywhere and avoid walking alone at night."

6 Inappropriate humour

Humour can be a great tool in customer service — but it needs to be read carefully. Jokes about personal matters, mistakes, or anything that could be taken as dismissive are best avoided entirely.

Example — guest points out their name was spelled wrong

"Oh, well, I was pretty close."

"Oh, I'm sorry — could you spell it for me again?"

Six things to avoid for better customer service