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ENGLISH FOR CUSTOMER SERVICE
topic: How to speak politely to customers (travel & tourism jobs) 6



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. My bag doesn't fit under my seat.
  You can put it in the overhead compartment.
  Put it in the compartment above you.
  No, it doesn't, because it's too big.

2. Will someone from the organization meet me at the airport?
  Yes, my colleague Adrian will be there to meet you when you arrive.
  Yes, you will be met.
  Don't worry about this. Everything has been arranged.

3. How much is it to rent a car for a week?
  I can't tell you until I know what kind of car you'd like to rent.
  Can you be more specific, please? There are many kinds of cars.
  That depends. What type of car are you looking for?

4. Does the rental price include insurance?
  It includes some, yes.
  Yes, it includes basic insurance. If you'd like additional insurance, that would cost more.
  You must pay more for additional insurance. Do you want it?

5. What time on Friday do I have to return the car?
  Return it by 12:00 PM.
  12:00 PM. It says so right here in your contract.
  Please return it by 12:00 PM to avoid being charged extra.

6. Is this the right ticket?
  No, this ticket is from another museum, sir.
  No, this is not good.
  You're giving me the wrong ticket.

7. Is there something wrong?
  Sorry, but you're not allowed to stand so close to the painting. Could you back up a little?
  You're standing too close to the painting. Please move back.
  Move away from the painting. Standing so close to it is not allowed.

8. Can I pay with Euros?
  Yes, please pay me.
  Yes, you are allowed to do this.
  Yes, we accept Euros.

9. Is there a discount for students?
  If you have a student ID. Otherwise, no discount.
  Can I see your ID please?
  If you have a student ID, there's a 20% discount.

10. Where are we on the map?
  We're right here, see?
  Look where I'm pointing.
  Look at my finger, please.

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