FOOD & BEVERAGE | HOTEL INDUSTRY | TRAVEL/TOURISM | POLITENESS TRAINING

   

ENGLISH FOR CUSTOMER SERVICE
topic: How to speak politely to customers (travel & tourism jobs) 10



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. Does this train have wifi?
  Yes, it does.
  Yes, the network is "...", No password needed.
  Yes, would you like some more information about this?.

2. What's the name of this stop?
  It's right there on the sign.
  Are you getting off here?
  This is the "science museum" stop.

3. Is the museum wheelchair accessible?
  Yes, we welcome wheelchairs.
  Yes, it is.
  Yes, people in wheelchairs can enter.

4. How long is the tour?
  The tour usually lasts about two hours.
  Two hours.
  Two hours. Sometimes a little more, sometimes a little less.

5. Are there pickpockets on the subway?
  Yes, you have to be careful. It happens pretty often.
  Yes, it's a big city. There is going to be some crime.
  Yes, take this seriously. It happens pretty often.

6. Are these postcards free?
  €2 please!
  You must pay €2 for each postcard.
  No, they're €2 each.

7. How much for a camping space?
  It's €20 per night, payable in advance.
  €20 per night. You must pay now, before you go in.
  €20 per night. Please pay me first.

8. Does this electrical outlet work? My phone's not charging.
  Obviously not, if your phone's not charging.
  No, it doesn't work.
  No.

9. Can I use my ticket on the subway and the bus?
  It's possible.
  Yes, you can use the ticket on all public transportation.
  Will you be using the bus or the subway?

10. What year was this building constructed?
  It's hard to keep track of the dates, but in the 1920s.
  1925? 1927? One of those.
  I believe that it was built either in 1925 or 1927.

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