RESPONSES WITH

COURTESY
TOURISM ENGLISH 2

FLUENCY LINER

No one is more insufferable

than he who lacks basic
courtesy.
-Bryant H. McGill

SPEAKING DRILL
In the following exercises, pretend
that you are responding to some
questions. Choose the most
appropriate and polite response.

1. Can you please help me?

A. Were too busy, please wait.
B. One second. Ill be right with

you.
C. Please go to the front desk and
ask for help.
D. I am working here.

2. Do you work here?

A.Yes.
B.Obviously.
C.Yes, why do you ask?
D.Yes, how may I help you?

3. My television set is broken.

A. It is not broken this morning.

What happened?
B. Did you break it, sir?
C. Ill get someone to look at it as
soon as possible.
D. Try to fix it yourself, OK?

4. I think we need some extra

blankets.
A. I think its not cold, sir.
B. Why do you need more

blankets?
C. Ill get some sent up to your
room.
D. The blankets in your room are
enough.

5. Will my luggage show up

eventually?
A. Just wait. It will show up.
B. Yes, but I am not a fortune

teller.
C. Keep your peace. It will show
up.
D. Most probably, about 95% of
lost bags show up within 24
hours.

FINE RESPONSES
Be diplomatic
Address them

properly
Answer in
positive
statement
Answer concisely
and precisely

FINE RESPONSES
Be kind and

honest
Respect their
likes and dislikes
Answer with
good reason
Do the initiative
to help

THINK-SHARE-PAIR (SET A)
1. Isnt Manila a dangerous city?
2. Ive got two carry-on bags. Is that

alright?
3. My headset isnt working.
4. Is this turbulence normal?
5. Id like to change my return date.

THINK-SHARE-PAIR (SET B)
1. Is it safe to walk around this

neighborhood at night?
2. Which way to the comfort room?
3. Id like to change my return date.
4. The heater isnt working.
5. Do you have discount for seniors?

FLUENCY LINER
Success is not the key to
happiness. Happiness is the key to
success. If you love what you are
doing, you will be successful.

- Herman Cain

THINGS TO BE AVOIDED
Dont blame

your guest
Dont insist your
opinion
Dont be
boastful
Dont be evasive

THINGS TO BE AVOIDED
Avoid insulting

remarks
Avoid showing
discrimination
Dont return the
question
Dont dictate
what to do

FLUENCY LINER
Let no one ever come to you
without leaving better and happier.
Be the living expression of God's
kindness: kindness in your face,
kindness in your eyes, kindness in
your smile.
- Mother Teresa

WHAT ARE THE COMMON

COMPLAINTS GIVEN IN THE
SELECTION?

AMONG THE GRIEVANCES

WHICH HAVE YOU
EXPERIENCED?

HANDLING
COMPLAINTS

How to Handle Complaints

Treat every customer as if

they have 10,000 Twitter
followers."
- Myers Barnes

How to Handle Complaints

Customer feedback is great

for telling you what you did
wrong. It's terrible at telling
you what you should do
next.
- Phil Libin

How to Handle Complaints

Robert Bacals CARP method,

consists of:
Control
Acknowledge
Refocus
Problem solve

FLUENCY LINER

The best way to find yourself

is to lose yourself in the
service of others.

- Mahatma Gandhi

SIMULATION

At the Airport
Passenger: Excuse me. Do you
work here?
Attendant:

At the Airport
Passenger: I cant find my
luggage. I have been waiting at
the luggage claim for 30 minutes
now. I have an important meeting
to attend to. With the delay, Im
afraid I cant make it to the
meeting.
Attendant:

At the Airport
Passenger: Listen, I have an
important meeting to attend to.
My clients are expecting me at
4:00 pm. Would your company
pay for my lost profit should
these clients leave?
Attendant:

At the Airport
Passenger: What should I do
now?
Attendant:

SIMULATION

At the Hotel
Guest: Could you help me?
Receptionist:

At the Hotel
Guest: Im Atty. Ross. I checked
in last night. That night, I have
reported about the heater in my
comfort room. However, no one
has attended to it.
Receptionist:

At the Hotel
Guest: For how long should I
wait again?
Receptionist:

At the Hotel
Guest: I will be expecting your
staff to attend to this the soonest
possible time.
Receptionist:

SIMULATION

At the Dining Area

Tourist: I have paid 5,000 pesos
for this package tour, yet the
food disappoints me.
Attendant:

At the Dining Area

Tourist: The main course was
rather bland. I could not even
distinguish whether they served
me a chicken or a fish.
Attendant:

At the Dining Area

Tourist: In the package, each full
meal cost me 500 pesos. The
portion was not even half of the
price I have paid for.
Attendant:

At the Dining Area

Tourist: I would really appreciate
if you will look into the course
they serve.
Attendant:

SIMULATION

At the Front Desk

Guest: Front Desk? Id like to
speak to the Front Desk
Manager.
Front Desk Manager:

At the Front Desk

Guest: I have ordered for a
Mediterranean pizza for my
lunch.
However, the
room
service delivered a salad. How
did this happen?
Front Desk Manager:

At the Front Desk

Guest: Could you check your
record?
Front Desk Manager:

At the Front Desk

Guest: I made it clear over the
phone that Id like to have pizza
for lunch. I even repeated my
order to the attendant.
Front Desk Manager:

At the Front Desk

Guest: Im very disappointed.
Front Desk Manager:

SIMULATION

At the Travel Agency

Client: Im looking for the Branch
Manager.
Attendant:

At the Travel Agency

Client: I received my credit card
bill for the month of January. It
appears that your agency
overcharged me for the package
tour I have availed of last month.
Attendant:

At the Travel Agency

Client: Because of the excessive
charge the interest rate of my
credit card increased. I will not
pay for something I am not
aware of.
Attendant:

At the Travel Agency

Client: I was looking forward to
avail of another package tour
from your company, but now I
guess I have to consider other
agencies nearby.
Attendant:

At the Front Desk

Guest: Im very disappointed.
Front Desk Manager:

Task
Pretend that you are an employee in
an actual work industry. Create an
acronym
of
your
companys
standard on handling complaints.

THINGS TO BE AVOIDED
Dont blame

your guest
Dont insist your
opinion
Dont be
boastful
Dont be evasive

THINGS TO BE AVOIDED
Avoid insulting

remarks
Avoid showing
discrimination
Dont return the
question
Dont dictate
what to do