Starting a complaint with “I’m sorry to bother you” or “Excuse me, I wonder if you can help me” puts the listener at ease.

• TRUE

• FALSE

Try phrasing your complaint as a request for help.

For example: “Can you help me with this? My shirt came back from the laundry missing buttons.”

• TRUE

• FALSE

Explain what the correct situation should be by introducing it with the expression such as “There has been a misunderstanding.”

• TRUE

• FALSE

Don't blame the person you're dealing with.

• TRUE

• FALSE

Use the phrase “I understood that…” to let person you are speaking to know you’re well-informed and are suspicious they might be trick you.

• TRUE

• FALSE

Singled out.

Which expression is NOT for making a complaint?

• I have a complaint to make…

• There seems to be a problem with…

• I’m afraid there is a slight problem with…

• Sorry to bother you but…

• I’m so sorry, but this will never happen again.

Singled out.

Which expression is NOT for making a complaint?

• I can’t tell you how sorry I am.

• There appears to be something wrong with…

• I was expecting… but…

• I want to complain about…

• I’m afraid I’ve got a complaint about…

Singled out.

Which expression is NOT for accepting a complaint?

• I can’t tell you how sorry I am.

• I wish I never happened.

• I’m sorry, we promise never to make the same mistake again.

• I’m so sorry, but this will never happen again.

• Excuse me but there is a problem…

Singled out.

Which expression is NOT for rejecting a complaint?

• Sorry, there is nothing we can do about it.

• Sorry but it’s not our fault.

• I’m afraid there isn’t much we can do about it.

• Sorry to bother you but…

What type of complaints do guests make when they feel they've been mistreated by the hotel staff?

• Service-related complaints

• Unusual complaints

• Mechanical complaints

• Attitudinal complaints