hospitality industry english exercises



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POLITENESS TRAINING FOR TRAVEL/TOURISM-RELATED JOBS
topic: The proper way to talk to travelers/passengers in English 2



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. I'd like to change my return date.
  Sure, but because this is the third time, you'll have to pay $100.
  Again? OK, I'll change it. When would you like to return?
  Are you sure this time?

2. Since I'm flying through Milan, can I stay there for an extra day?
  No. Definitely not, ma'am.
  Unfortunately, this isn't possible with this ticket.
  Impossible. You have to buy a more expensive ticket.

3. So dinner is not included in this package?
  No, only breakfast is included.
  For that price? Are you kidding?
  Absolutely not, sir. I already explained that this was a special deal.

4. Can I bring my guitar?
  Yes, of course. Why wouldn't you be able to?
  Yes, but you might have to pay extra for it.
  Yes, of course you can. That's a peculiar question.

5. I went to Tunisia last year. What other package tours do you have?
  You can't go again, sir? Did you hate it or something?
  Fine, I'll look for some other deals.
  Well, we currently have some great deals to Greece.

6. Can I pay with my bank card?
  Fine.
  You're fine.
  Yes, that's fine.

7. What about travelers insurance?
  It's very cheap these days. Definitely worth buying, in my opinion.
  What about it? You want it?
  I don't understand... would you like to buy it or just get information about it?

8. Should I bring winter clothes?
  Yes, of course - You're going to Canada! You'll freeze if you don't.
  Yes, I definitely suggest bringing winter clothes.
  Yes, considering where you're going, ma'am, it would be silly not to.

9. Why is it $2,000? You said it would be $1,500.
  I'm not trying to cheat you. If you look here, you'll see that taxes and airport fees are $500.
  If you just look at the ticket you will see the answer to your question.
  $1,500 is the base price. You have to pay taxes and airport fees on top of that.

10. Isn't white water rafting dangerous?
  It can be if you're not careful.
  Well any sport can be dangerous, right?
  You have to be careful. Just don't do anything stupid and you'll be alright, sir.

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tips and tricks about customer service - for esl students

Don't be bossy. The word "bossy" comes from the word "boss." It is a negative word and is used for people who like to tell others what to do all the time. Noone likes to be "bossed around", so avoid commanding your customers with phrases like "Tell me your name", "Go up to your room", etc. These types of phrases would be considered rude when talking to customers, guests, etc.


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