Page 34 - اللغة الإنجليزية

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

2. Older guests tend to complain more than younger
guests. Why do you think this is the case?

3. People often get stressed when they are staying
at hotels. Can you think of some reasons why?

Part (2) True or false: read each statement
and decide whether it is true or false.
Correct the false ones.

1. Knowing how to deal with angry customers is an
essential skill of working with the public.

2. It is virtually possible to control a customer's
behavior directly.

3. If a customer leaves you in a state of distress,
then they are more likely to complain to someone
else.

4. If you leave a conversation with negative feelings
then you are more likely to be able to deal with
the next customer in a respectful, positive
manner.

5. An argument with customers will fade away if they
keep arguing.

6. Using non-verbal signs and signals is a bad way
to defuse a potential heated situation.

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