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

Instagram Facebook Twitter Youtube

ENGLISH FOR CUSTOMER SERVICE
topic: How to speak politely to customers (travel & tourism jobs) 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. Can I get a refund if I cancel?
  You'll get a refund minus a $200 cancellation charge.
  Are you sure? We have to charge you $200 for this.
  Cancelling is not free. You must pay $200.

2. Is there a direct flight to Tokyo?
  No, no direct flights.
  No, you will have to transfer at least once.
  This is impossible.

3. Do you have coupons for any of the attractions?
  Yes, take them.
  Yes, take the coupons.
  Yes, here you go.

4. Where can I learn about the history of the city?
  The Regional Museum is your best bet for that.
  Go to the Regional Museum.
  The Regional Museum will satisfy your historical craving.

5. Is there a package tour to Spain?
  Not one, several.
  You can travel to Spain, yes.
  Yes, we offer several packages to Spain.

6. Is there a problem?
  The problem is with your card.
  I'm sorry, but your card was declined.
  I need another card from you. This one was declined.

7. How warm is it there now?
  It's very warm. Shorts and t-shirt weather.
  Relax, it'll be hot.
  I don't know the exact temperature. Should I check for you?

8. Who lived in that castle when it was first built?
  No idea, sorry.
  To be honest, I don't know. But I can find out for you.
  Sorry, don't have an answer for that.

9. Is there a problem?
  Turn down your music. People are complaining.
  Some of the guests were complaining about the loud music coming from your room. Would you mind turning it down a bit?
  Why is your music so loud? Can you please turn it down?

10. Will you be providing all the climbing equipment?
  Of course! We wouldn't expect you to provide this.
  Yes, we are a professional business and behave in a professional manner.
  Yup, we'll be providing all that you'll need.

CHECK ANSWERS




Back to list of exercises

WANT TO GET 80 OF OUR EXERCISES IN ONE DOWNLOAD?
EFMJ worksheet collection

OUR OTHER SITES:
LearnEnglishFeelGood.com
BusinessEnglishSite.com
ESLResourceSite.com


(c)2007-2023 EnglishForMyJob.com (a division of LearnEnglishFeelGood.com). All rights reserved. Please read our content policy before sharing our content.