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SanelV Customer Service English for Hospitality: Handling Problems & Complaints
Business Others (Business)   Intermediate level For adults University Customer Service Roleplaying
 

Customer Service English for Hospitality: Handling Problems & Complaints

30Min.
1,400 P
Estimated of points
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Turn Complaints into Smiles!
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Kursinhalt

opics & Skills Covered:

  • Key vocabulary: complaint, problem, apologize, solution, inconvenience, refund, upgrade.

  • Polite phrases for empathy & problem-solving:

    • “I’m sorry to hear that.”

    • “Let me check what I can do for you.”

    • “We’ll take care of that right away.”

    • “Thank you for bringing this to our attention.”

  • Customer service skills: showing empathy, staying calm, offering solutions.

  • Mini dialogues: guest has a problem (no hot water, noisy room, missing reservation).

  • Roleplay practice: receptionist or staff member responds politely and finds solutions.

Methodology:

  1. Warm-up (5 min) – Discuss: “What makes good customer service?” Brainstorm polite vs. impolite responses.

  2. Vocabulary Introduction (5 min) – Introduce 6–8 service-related words and phrases.

  3. Guided Dialogue Practice (10 min) – Practice set scenarios:

    • Guest complains about noisy room.

    • Guest didn’t receive requested amenities.

    • Guest’s tour booking is missing.
      Teacher models polite response → student repeats and practices.

  4. Roleplay Activity (7 min) – Students take turns as guest/staff. Teacher gives problem cards (“No hot water,” “Wi-Fi not working,” etc.).

  5. Feedback & Wrap-up (3 min) – Correct pronunciation, highlight empathy phrases, recap with a quick “choose the best response” game.

Target Students:

  • Beginner–intermediate learners in hospitality/tourism.

  • Anyone needing customer service English in hotels, tours, or restaurants.

  • Learners who want to practice polite problem-solving language.

Learning Outcome:

By the end of the lesson, students will confidently:

  • Respond politely to guest complaints.

  • Use customer service phrases that show empathy & professionalism.

  • Practice handling stressful situations in English.

Cafetalk Rücktrittsregelung

Vor der Bestätigung einer Kursbuchung

  • Stornierung jederzeit möglich

Nach der Bestätigung einer Kursbuchung

  • Mehr als 24 Stunden vor Kursbeginn→ Stornierung jederzeit möglich
  • Weniger als 24 Stunden vor Kursbeginn→ Stornogebühren können anfallen.
  • No-Show→ Stornogebühren können anfallen.
    (Der Betrag kann je nach TutorIn variieren. Bitte nimm Kontakt mit Deiner Tutorin/ Deinem Tutor auf.)

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Shown in Asia/Tokyo time.
Tutorenprofil
Customer Service English for Hospitality: Handling Problems & Complaints
30Min.
1,400P
Zoom icon Google meet icon Lattep icon
Kurs buchen

SanelV

from
 
in
 
2
1
Tutorenprofil
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