POLITENESS TRAINING FOR HOTEL INDUSTRY WORKERS
topic: The right way to talk to guests/clients in English 1
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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Whatever you do - avoid conflict. This is one of the cardinal rules of customer service. You do not want to get in a situation where you start to argue with the customer, or blow issues out of proportion. There are always going to be some misunderstandings and bad feelings from the customer's side. Your job is to resolve these types of conflicts, not add to them.