POLITENESS TRAINING FOR HOTEL INDUSTRY WORKERS
topic: The right way to talk to guests/clients in English 4
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:
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Don't make the customer feel stupid.
Sometimes people ask questions that are ignorant or just plain stupid. Show a little compassion and understanding. What's obvious to you might not be for someone else. If someone says something that is completely wrong, point this out in a polite way ("No, I believe you're mistaken..."), or simply answer the question without letting the person know how you feel about it.