PROFESSIONAL SKILLS: DEALING WITH COMPLAINTS Complete the gaps (1–12) in the advice below using the words in the box. Use each word once.

admission alternatives apology calm empathize guest
interrupt issues nods solution supervisor understand

Useful advice to follow when dealing with complaints:
• Listen actively. Remember to stay 1 and to listen. Do not 2 . Show you
are listening by adding some ‘verbal 3 ’.
• 4 . This shows that you 5 the situation and the speaker’s feelings.
• Apologize. Remember an 6 simply says that the intentions were good. It is not an
7 of fault.
• React by suggesting an efficient 8 . Where possible, try to offer 9 if you
cannot give the guest what they want.
• Notify a 10 , if needed, so he/she can make sure all 11 are resolved and
the 12 is happy with the outcome.

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