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 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:



1. Is this a good time to go on a cruise? Is the weather going to be good?
  Book it and don't worry about the weather.
  Yes, any time is a good time. The Caribbean has good weather all year round.
  Yes, the weather will be fine. If you don't believe me check online.

2. How much in advance should I book the cruise?
  If you know you're going to go, just book it.
  Please don't procrastinate.
  I recommend you book it as soon as possible.

3. I want to make sure we're getting the best value for our money.
  I'm not lying to you. Book this cruise.
  I assure you that this particular cruise is your best option.
  Sir, would I lie to you? Believe me, OK?

4. Maybe I should look for a ticket in the off-season... would that be cheaper?
  Actually, as far as low-cost airlines are concerned, there's no such thing as an off-season.
  That makes no sense. Low-cost airlines don't have an off-season.
  Whoever told you that low-cost airlines have an off-season was wrong.

5. Is there a baby change-room here?
  Yes, it's right next to the bathroom on your right.
  There. Change your baby right there.
  There is a picture of a baby on the door, so it should be clear to you.

6. Will we be stopping for lunch before we get to Munich?
  No, you'll eat lunch in Munich.
  No, forget about it until we get to Munich.
  No, we won't be stopping before we get to Munich.

7. Is the air conditioning working? I can't feel it.
  It's on, but if you're hot I'll turn it up.
  Yes, of course. You can't feel it?
  It's on. I can't believe you can't feel it.

8. Where can I exchange money around here?
  Unfortunately all the banks are closed now, so you'll have to wait until tomorrow.
  The banks closed at 4:00 PM. I feel sorry for you.
  You should have done this earlier because now all the banks are closed.

9. I think my legs are numb from sitting so long!
  Get up and walk.
  I think that getting up and walking around a bit would help.
  Stand up and move.

10. I can't use my laptop?
  Not yet. Turn it off.
  We made an announcement not to use any electronic devices. This was very clear.
  You'll be able to use it soon, but for now please turn it off.

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tips and tricks about customer service - for esl students

The perfect response. Non-native speakers of English often give too much or too little information. Their responses are either too brief ("No.", "Yes.", etc.) when they should be longer, or too long when they should be shorter. These exercises will help you practice using English phrases that are perfect for each situation.


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