Dealing with complaints

How can you deal with a broken vase?

• Vacuum it

• Brush it

• Clear it up

• Refill it

How to ask about problems?

• What seems to be the problem, sir/ madam?

• I hope you'll continue your stay.

• How do you get here?

• Would you like something else?

What shouldn't you do when dealing with complaints?

• Expressing your sympathy

• Offer a solution

• Explaining regulations

• Making up funny story to cheer people up.

You can say :"Let me see if I can help, i just need a few details?" to ____

• Be sorry

• Ask for more details

• Check-in

• Check-out

Which room is the most suitable for them?

• double room

• triple room

• four-bed room

• twin room

Which is a suite?

• 
• 
• 
• 

"I am driving to San Francisco. I need somewhere to stay for the night." Which hotel is suitable for him?

• a luxury hotel

• a motel

• a commercial hotel

• a middle range hotel

How do you say to repeat a problem with a customer?

• So do I.

• So expensive is the ticket.

• So the air conditioner in your room doesn't work.

• So I would like to choose the red one.

What can you do if the customer complains about bad internet connection?

• mop it

• clean it up

• check and fix it

• put it up again

Choose the best response:"Can I use the kitchen?"

• Of course not.

• Only if you clean it up after use

• No, you can use the kitchen.

• The kitchen is over there.