12.2. Dealing with requests

lịch sự

• polite

• friendly

• busy

kiên nhẫn

• quiet

• empty

• patient

xin lỗi

• apologize

• customer

• smile

chăm sóc đặc biệt

• deliver

• special care

• particular

ngay lập tức

• right away

• immediately

• a&b are correct

always ................... customers with a smile

• welcome

• bring

• check

What should you do in the situation?

"a customer telephone the hotel"

• Say sorry because you're busy

• keep the customer waiting

• Always answer the call within three rings or apologize for the delay when you answer

Take special care of people with ..................... needs

• helpful

• particular

• smile

What should you do in the situation: The reception is busy. the customer want to talk with you.

• Keep them waiting for hours

• Don't keep people waiting too long. Smile at guests when they're waiting.

• Continue your work and ignore them

A: I'd like to book a wake-up call?

B: ...............................

• I'll bring it to you right away.

• I'm sorry. That's not the time.

• Certainly. What time would you like it?