Page 31 - اللغة الإنجليزية

English for Tourism & Hospitality by Prof. Adel AlSheikh 2020/2021

Suppose that a customer starts shouting at you, what
do you do? Firstly, you must recognize that the
customer is angry at a situation and is not directing
their anger at you. Therefore you do not need to
defend yourself on a personal level. Of course this
does not mean that you blame someone else in the
hotel; the customer does not want to hear whose fault
it is they want a solution for their problem.

As people, we naturally have a defense
mechanism which starts to work when another person
demonstrates anger towards us and this is what we
need to control when dealing with angry customers. If
we don't then the situation can very quickly become
out of control and turn in to a very uncomfortable and
unpleasant experience for both parties involved. To
stop your natural defense mechanism from working
then it is a good idea to try and deflect your thoughts
to something more practical rather than argue with the
customer.

An argument can only continue if two people are
arguing, it will soon fade away if it is one sided. Your
practical thoughts and actions could involve taking
notes while the customer is

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