Unit 5: Dealing With Difficult Customers

INSTRUCTIONS:At some point in your hospitality career, you will have to deal with customers. This unit teaches the most important vocabulary necessary to handle tough situations with grace.

Vocabulary Activity

Study the unit vocabulary, definitions, and example sentences.

Reading Activity Plus Questions

Read the article as you listen along, then do the comprehension questions.

Multiple Choice

Pick the correct answer from a list.

Listening Comprehension

Listen to the word and type it in.

Spelling Activity

Type in the correct answer for each definition.

Speaking Activity (optional)

Record yourself speaking English.

Writing Activity (optional)

Pick a question and write about it.