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POLITENESS TRAINING FOR STAFF (RESTAURANTS/BARS/CAFES)
topic: Talking to customers in English 9



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. How big is the portion?
  It's not too big.
  Small.
  Not big enough for two.

2. Is this your only location?
  Do we look like a chain?
  Yes it is.
  Yes, what else can I help you with?

3. The food was delivered cold.
  Well, it's cold outside.
  How cold?
  I'm sorry about that.

4. We've been waiting for delivery for one hour.
  I'll see if I can contact the delivery person to see what's going on.
  Patience, please.
  One hour? That can happen.

5. Why is there a charge for this?
  These are our rules.
  This is the way we do things, sorry.
  I'm sorry, that's our policy.

6. I can't read this. What does it say?
  Sure, I understand. I have bad eyesight too.
  Of course. It says...
  You can't read?

7. Can you translate this for me?
  Yes. It says...
  I'm sorry, I'm not a translator.
  OK, if I have to.

8. Do you use free-range eggs?
  I'm not sure. Does this matter?
  I'm not sure, but I'll ask for you.
  Eggs from hens, not sure what kind.

9. Can I get some water for my dog?
  Wait. In a little bit.
  Sure, I'll just finish doing this and bring it over.
  I'm a little busy. Give me some time.

10. This reminds me of that other cafe down the street.
  Really? It's nothing like that place!
  I don't see the similarity at all.
  It does? We don't hear that very often.

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