Page 36 - اللغة الإنجليزية

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

Part (3) VOCABULARY

Allegations:

When a customer is claiming that something has
happened to them they do not like or a service has
not been provided

The allegations the customer made about the waiter were
untrue, he had not been rude to them.

Argument:

An attempt by someone to convince another person
that they are right in their way of thinking and give
reasons to defend this; usually these are unpleasant
for both parties

I had to be careful how to deal with this customer because I had
heard her arguing with the manager earlier and I did not want to
cause another argument.

Behavior:

The way in which someone reacts to a situation or
feeling that can be seen by others

My manger is watching my behavior towards the customers and
if he is pleased with what he sees he will give me a pay rise.

Defense mechanism:

Unconscious coping methods that attempts to
reduce anxiety created by threats from other people
Last time I dealt with this customer, I was so afraid I used a
defense mechanism; I blamed someone else to get away from
them quickly

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