Please study the 12 vocabulary below and press the 'Mark Complete' button.
- allegations
- when a customer is claiming that something has happened to them they do not like or a service has not been provided
- argument
- an attempt by someone to convince another person that they are right in their way of thinking and give reasons to defend this; usually these are unpleasant for both parties
- behaviour
- the way in which someone reacts to a situation or feeling that can be seen by others
- defense mechanism
- unconscious coping methods that attempts to reduce anxiety created by threats from other people
- difficult customer
- a person who is paying to stay at the hotel and is complaining about part of the service they have received
- employee
- someone who is hired to perform duties for an employer, and is given set roles and responsibilities to carry out
- golden rule
- a term often used when giving staff instructions on their roles and responsibilities. It is the most important thing to remember about their job
- interact
- communicate with or without speaking
- open body language
- the methods someone uses to stands or sits in a relaxed pose, with uncrossed legs and arms, to show a person that they are approachable and friendly
- paraphrasing
- the ability to be able to repeat what a customer says to you, but using fewer words, so that they know you have listened to everything they have said
- reputation
- public opinion created by comparing the feedback of the hotel's service against the expected criteria
- summarising
- to place everything that has been said into one or two short sentences, usually to clarify intent or meaning
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The allegations the customer made about the waiter were untrue, he had not been rude to them.
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I had to be careful how to deal with this customer because I had heard her arguing with the manager earlier and I did not want to cause another argument.
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My manger is watching my behaviour towards the customers and if he is pleased with what he sees he will give me a pay rise.
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Last time I dealt with this customer, I was so afraid I used a defence mechanism; I blamed someone else to get away from them quickly.
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I was very worried when my manager said I had to deal with the difficult customer.
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I was so pleased at becoming employee of the month; it showed that my boss appreciated how hard I had worked.
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Housekeeping said the golden rule to keeping this customer happy was to make sure he had plenty of fresh towels.
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Learning how to interact with customers is a really important part of working with the public.
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When my friend was very cross with the waiter, he stayed in a calm and collective manner, showing open body language which put my friend at ease and she soon calmed down.
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Paraphrasing is something I am not very good at, because I nearly always forget something that is said to me.
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The hotel had a fantastic reputation, so we immediately booked the largest suite when it came available.
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Summarising the customer's complaint help me to see how I could solve it for them and it also helped to put the customer's mind at ease.