hospitality industry english exercises


Pick a category
 Food & Beverage (restaurants, cafes, bars, catering, etc.)
 Hotel Industry (hotels, resorts, spas, etc.)
 Travel/Tourism (travel agents, tour guides, flight attendants, etc.)
 Politeness Training (the right way to speak to customers/guests in English)


topic: The right way to talk to customers/clients in English 5

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 other flavors do you have?
  All of our flavors are listed on the board.
  Read the board, please.
  Look at the board. It has all the flavors.

2. Excuse me, my coffee is cold.
  I'll warm it up for you.
  And you want me to warm it up, right?
  Give it here. I'll warm it up.

3. I never know what to order.
  Must I help you?
  I see.
  Can I help you choose something?

4. There's a fly in my soup!
  Yes, that happens sometimes.
  Sorry about that. Let me get you another soup.
  Let me take it out for you.

5. That was very good!
  I'm glad that you have good taste.
  I'm glad you liked it.

6. Do all of your desserts contain milk products?
  No, the apple pie doesn't.
  Why? Are you allergic or something?
  You have to choose the apple pie. It's your only choice.

7. How do I pronounce this dish?
  You pronounce it * * *. If you like I can get you an English menu.
  Don't bother. There's an English menu as well.
  I guess you want an English menu.

8. Can I get a couple more of these appetizers?
  Yes, soon.
  Wait, they're not ready yet.
  I'll bring some out as soon as the chef finishes preparing them.

9. I have a reservation.
  State your name.
  Tell me your name.
  Your name?

10. I'll have the special, a large Coke, and a coffee.
  Should I bring your coffee now or after your meal?
  When are you going to drink your coffee?
  You don't want the coffee now, right?


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tips and tricks about customer service - for esl students

Don't get too emotional. Just because you're an emotional person doesn't mean that your customers should know about this :) Extreme emotional responses (both good and bad) can lead to uncomfortable situations. Some people who are less emotional might feel intimidated by you. Negative emotions will cause conflict, and if you're too positive you might come off as "unprofessional." Remember, at work it's best to keep your emotions "in check" ( = under control).

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