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POLITENESS TRAINING FOR STAFF (RESTAURANTS/BARS/CAFES)
topic: Talking to customers in English 7



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. What's the filling on the pastry?
  I think it's raspberry jam, but we don't make the pastries here, so I have to check.
  It might be raspberry jam. But I don't really know.
  Looks like some kind of jam.

2. Can I get two coffees?
  Size. Tell me the size, please.
  What size would you like?
  What about the size?

3. Can we get a table by the musicians?
  Unfortunately all those tables are reserved.
  No, you can't.
  No, those tables are not available to you.

4. What's for dessert?
  Look in the dessert menu.
  I'll get you a dessert menu.
  Where's your dessert menu?

5. Do you guys have breakfast?
  No breakfast. Just sandwiches.
  No. Sorry. Do you want a sandwich?
  We don't have breakfast, but we have three types of sandwiches.

6. Can I use your charger?
  No, you can't.
  Not really. You're not allowed.
  Sorry, we can't allow customers to use the charger.

7. When's last call?
  At 2AM.
  2AM. Afterwards you can't drink.
  2AM. Then you have to go home.

8. How much is a good tip?
  15%. Anything less is bad.
  Most people leave an average of around 15-20%.
  15%-20%. No less.

9. It's really cold in here!
  Sorry. You have to deal with it, unfortunately.
  It's not really that cold, is it?
  Sorry. The heater's been acting up and we don't have any blankets.

10. Can I pay with my card?
  I'm sorry, we only accept cash.
  No, you can't.
  Cards are not allowed.

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