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ENGLISH FOR CUSTOMER SERVICE
topic: How to speak politely to customers (travel & tourism jobs) 8



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. Will you escort us back to the hotel?
  Yes, I'll make sure you get back safe and sound.
  Of course! I wouldn't leave you out here all alone.
  Yes. Don't worry. It'll be OK.

2. Why are these lessons so expensive?
  That's how much sailing lessons cost.
  Unfortunately, that's the price for these lessons.
  Do you think I have the power to make them cheaper?

3. Is there a problem?
  It seems that the flight you want is fully booked.
  We have to change your flight.
  It depends on you.

4. Will we be sailing in open water?
  We will follow the scheduled plan.
  Yes, we will. But only for a little bit.
  We will be sailing in the open water for a little bit. Please don't panic, it's OK.

5. Is there a problem?
  A storm is coming. The tour will be cancelled.
  We are no longer doing the tour today.
  I'm sorry, but we have to cancel the tour due to bad weather.

6. Is there an interpreter here?
  I speak your language.
  I speak Engish. What do you need?
  I speak English. How can I help you?

7. Why are we not going?
  We just have to wait for one more person before we continue.
  Please be patient.
  Why would there be a problem? It's just a short delay.

8. Where's that music coming from?
  It's coming from the central square.
  From the central square. They have live bands every Thursday night.
  Why, do you not like this music?

9. Is this a modern art gallery?
  Yes, of course.
  If you're looking for modern art, then this is the place for you.
  Yes it is.

10. Is Rome dangerous?
  It's generally safe, but like with any big city, it has areas where you have to be careful.
  It's not as dangerous as some other cities, especially in America.
  It can be.

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