IT3-Unit4

Listen carefully to what the customer is saying

Smile and be friendly

Offer a refund in all circumstances

Say that it’s been a mistake and offer a complimentary service

Apologise in any situation

Handle the complaint as soon as possible

Put the blame on some members of the staff and apologise...

Did you want to travel by charter or scheduled?

It wasn’t so much the lack of comfort as the level of noise in the hotel.

You can’t go on a visitor’s passport. You need a full British passport.

She said she wanted a room at the front of the hotel not at the back.

The flight wasn’t delayed; it didn’t even exist.

Was it you who bought the holiday or your wife?

I wanted to know where they were travelling from not where they were travelling to.

She said the plane was full not empty.

I’d rather have tea not coffee.

The plane was leaving at five and you said it left at 4:00.