Page 38 - اللغة الإنجليزية

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

When my friend was very cross with the waiter, he stayed in a
calm and collective manner, showing open body language which
put my friend at ease and she soon calmed down.

Paraphrasing:

The ability to be able to repeat what a customer says
to you, but using fewer words, so that they know you
have listened to everything they have said

Paraphrasing is something I am not very good at, because I
nearly always forget something that is said to me.

Reputation:

Public opinion created by comparing the feedback of
the hotel's service against the expected criteria

The hotel had a fantastic reputation, so we immediately booked
the largest suite when it became available.

Summarizing:

To place everything that has been said into one or
two short sentences, usually to clarify intent or
meaning

Summarizing the customer's complaint help me to see
how I could solve it for them and it also helped to put the
customer's mind at ease.

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