Practice exercises
Pofessional practice
You use different phrases in different situations. As you could see from the previous page there are different stages in dealing with a complaint and every stage needs special phrases to use.
Read the following phrases and try to decide if you use them when:
- APOLOGIZING FOR INCONVENIENCE
- EXPLAINING WHAT HAPPENED
- EXPLAINING WHAT ACTION WILL BE TAKEN AND HOW SOON
I'm very/ terribly sorry
What seems to have happened is that ...
There's been a misunderstanding
We'll look into the matter and ...
I suggest that we ...
I'll see to it straightaway
I do apologize for the inconvenience
There seems to have been a problem, a mix-up
Now try to match the phrases to the right stages!
AND SOME MORE TIPS:
- If the guest is angry go somewhere private.
- Listen carefully to the complaint and don't interrupt or argue
- Thank the person for bringing the matter to your attention
- Speak normally without raising your voice
When you answer your clients' complaints and promise an action you have to use the Future Simple tense, because the action you are promising is going to happen in the future.
"My bed isn't made up, but it is afternoon already!" - "I'm very sorry. I will (I'll) send a chambermaid to do it straightaway."
Practice to use the right vocabulary. CLICK ON THE EXERCISE TO OPEN IT!
The next exercises are about customer service vocabulary. Fill in the right word and check the exercise when you are finished.
Vocabulary training
Study some more hotel vocabulary by reading the definitions of some useful words in hotel business. Use it when doing the following CROSSWORD.
CLICK ON: HOTEL VOCABULARY
CLICK ON: CROSSWORD
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