Unit: Dealing With Difficult Customers

USA

This unit teaches the most important vocabulary necessary to handle tough situations with grace.

The following activities can be tailored to fit the needs of your students and the goals your study program.

Vocabulary Builder Activity

Students will learn the following key terms and phrases:

Reading Activity: Dealing With Difficult Customers

Students will be able to correctly answer true/false questions after reading and listening to topical short articles and dialogs featuring topical vocabulary.

At some point in time in your career in a hotel you will have to deal with difficult customers. It is inevitable that there will be times when you find a customer's behaviour difficult to deal with and this can cause stress for both you and the customer. Knowing how to deal with such interactions is an essential skill of working with the public. It is virtually impossible to control a customer's… Continue

Multiple Choice Activity

Students will be able to select the best match between unit terms and their definitions.

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Listening Comprehension Activity

Students will be able to listen to short audio clips in English and then spell them correctly.

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Spelling and Recognition

Students will be able to identify and spell a vocabulary term correctly given only the definition.

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Speaking Practice Activity

Students will be able to speak and record 5 example sentences from the unit vocabulary and then submit them for grading by the classroom teacher. If no teacher is available or desired, then the students will be shown good examples of other students' work.

I was very worried when my manager said I had to deal with the difficult customer.

Summarizing the customer's complaint helped me see how I could solve it for them and it also helped to put the customer's mind at ease.

The hotel had a fantastic reputation, so we immediately booked the largest suite when it became available.

Paraphrasing is something I am not very good at, because I nearly always forget something that is said to me.

When my friend was very cross with the waiter, remaining calm and collected, and showing open body language helped calm the situation down.

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Writing Practice Activity

Students will write a short essay to be graded by the teacher. If no teacher is available or desired, then the student is shown previous examples of other writings by students.

Have you ever dealt with an angry or upset customer? How did you do it?

Older guests tend to complain more than younger guests. Why do you think this is the case?

People often get stressed when they are staying at hotels. Can you think of some reasons why?

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