POLITENESS TRAINING FOR HOTEL INDUSTRY WORKERS
topic: The right way to talk to guests/clients in English 5
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 guilty.
It is not polite to point out (in a very direct way) what the customer did wrong. You shouldn't say things like "You should have known better." or "I can't believe you did that." Instead, offer a better way - "If I were you, I would..." or "I think it would be best to..." Remember, you're there to help someone - not to make them feel guilty or uncomfortable :)