- good service needs cultural knowledge
Problem-solving
1. Handle complaints politely and respectfully
- Listen carefully to the guest.
- Say you understand their problem.
- Speak calmly and kindly.
- Don’t blame anyone.
- Use friendly words.
- Check if the guest is happy after.
2. Use culturally appropriate solutions
- Know what is normal for the guest’s culture.
- Offer help that fits their customs.
- Don’t force your way.
- Speak in a way the guest understands.
- Use polite gestures.
- Learn about other cultures.
3. Avoid actions that may offend
- Don’t use rude words or jokes.
- Respect personal space.
- Follow their religion or food rules.
- Don’t talk about sensitive topics.
- Make signs and decoration polite.
- Watch guest reactions.
4. Quick and understanding response
- Answer complaints fast.
- Repeat the problem to show you understand.
- Solve urgent problems first.
- Explain clearly what you will do.
- Keep the guest updated.
- Be fast but careful.
5. Build trust with guests
- Be honest about what you can do.
- Keep your promises.
- Show you care about the guest.
- Always give good service.
- Say sorry if you make mistakes.
- Ask for feedback and use it.
################
Problem-solving
Problem-solving is very important in customer service.
First, we must handle complaints politely and respectfully. We should listen to the guest and say we understand their problem. We must speak calmly and kindly. We must not blame anyone. Using friendly words is very important. After solving the problem, we should check if the guest is happy.
Second, we must use correct solutions for the guest’s culture. We should know the guest’s culture. We should give help that fits their customs. We must not force our way. Speaking clearly and using polite gestures is good. Learning about other cultures helps staff give better service.
Third, we must not do things that can offend the guest. We should not use rude words or jokes. We must respect personal space. We must follow religious or food rules. We should not talk about sensitive topics. Signs and decorations should be polite. Watching the guest helps prevent problems.
Fourth, we must answer complaints quickly and with understanding. We should solve urgent problems first. We should repeat the problem to show we understand. We must explain clearly what we will do. Being fast but careful is important.
Finally, we must build trust with guests. We should be honest, keep promises, show care, and give good service. Saying sorry and asking for feedback makes guests happy and trust the service.
________________________
Vocabulary:
- to solve a problem – to make a problem better or fix it
- customer service – helping guests or customers in a hotel or shop
- to handle complaints – to help guests when they are not happy
- respectful – being nice and showing respect to others
- to speak calmly – to talk slowly and without anger
- to blame others – to say someone else made the problem
- to fit a guest’s culture – to do things in a way the guest likes and understands
- to fit a guest’s customs – to follow the guest’s habits or rules
- polite gesture – a nice action, like a smile or a bow
- to offend somebody – to make someone feel upset or angry
- a rude word – a bad or impolite word
- personal space – the area around a person that is private
- food rules – rules about what someone can or cannot eat
- a sensitive topic – a subject that can make people feel upset
- to prevent problems – to stop problems before they happen
- an urgent problem – a problem that needs help quickly
- to repeat – to say something again
- finally – at the end, last
- to build trust – to make someone believe in you and feel safe
- to be honest – to tell the truth
- to keep a promise – to do what you said you will do
- to show care – to show that you are kind and help someone
- to trust the service – to believe the hotel or staff will help you well
###############
Cheat sheet:
| Category | Key Points | Examples / Notes |
|---|---|---|
| Polite Handling | Handle complaints politely and respectfully. Listen to the guest. Speak calmly. Do not blame anyone. | “I understand your problem. I am sorry. Let’s fix it.” Use friendly words. Check if the guest is happy after solving the problem. |
| Culture Awareness | Use solutions that fit the guest’s culture. Know their customs. Do not force your way. Speak clearly and use polite gestures. | For example, bow slightly to Asian guests. Avoid using hands to point in some cultures. Learning about culture helps give better service. |
| Avoid Offense | Do not offend the guest. Avoid rude words or jokes. Respect personal space. Follow food or religious rules. Avoid sensitive topics. | Example: Do not joke about religion. Give space when the guest sits. Use polite signs and decorations. Watch the guest to prevent problems. |
| Quick Action | Answer complaints quickly. Solve urgent problems first. Repeat the problem to show understanding. Explain clearly what you will do. | Example: “I understand your TV does not work. We will fix it in 10 minutes.” Fast but careful is important. |
| Build Trust | Be honest. Keep promises. Show care. Say sorry when needed. Ask for feedback. | Example: “I am sorry for the mistake. I will fix it. Did you feel happy with the solution?” Trust makes guests return. |
###############
Dialogues – realistic?
1. Polite Handling
Dialogue 1
Guest: Excuse me, my room is very cold and I cannot sleep.
Staff: I am very sorry. I understand. I will check the heater in your room now.
Guest: Thank you. I feel uncomfortable and a little sick.
Staff: I will also bring you an extra blanket and a warm drink. Is that okay?
Guest: Yes, thank you. That is very kind.
Staff: You are welcome. Please tell me after a few minutes if it is better. I want you to feel comfortable.
Dialogue 2
Guest: The TV in my room does not work. I wanted to watch the news.
Staff: I am very sorry. I understand your problem. I will call maintenance immediately.
Guest: How long will it take?
Staff: About ten minutes. I will check carefully and make sure everything works after.
Guest: Okay, thank you.
Staff: You are welcome. After we fix the TV, I will also check your lights and heater to make sure everything is okay.
2. Culture Awareness
Dialogue 1
Guest: I do not eat meat because of my religion.
Staff: Thank you for telling me. We will prepare only vegetarian food for you.
Guest: That is very kind.
Staff: We want to respect your customs. If you need special drinks or snacks, we can also provide them.
Guest: Thank you. That makes me feel comfortable and safe.
Staff: You are welcome. Learning about your culture helps us give better service to all guests.
Dialogue 2
Guest: In my country, we do not use the left hand for eating or giving things.
Staff: I understand. We will make sure your meals and drinks are served to you using the right hand only.
Guest: Thank you. That is very polite.
Staff: You are welcome. We want you to feel at home and respected. If you need anything else, please tell me.
——————end of audio—————-
3. Avoid Offense
Dialogue 1
Guest: Can you help me carry my luggage?
Staff: Yes, of course. I will ask before touching anything in your bag.
Guest: Thank you. I feel safe and comfortable.
Staff: You are welcome. We always respect personal space and privacy.
Dialogue 2
Guest: I cannot eat this food because it is not allowed in my religion.
Staff: I understand. We will prepare something else for you.
Guest: Thank you very much.
Staff: You are welcome. We avoid sensitive topics, rude words, and jokes so you feel safe and happy.
Guest: That is very good. I feel respected.
Staff: I am glad. Respecting guests is very important for us.
4. Quick Action
Dialogue 1
Guest: My water does not work in the bathroom.
Staff: I understand. I will call maintenance now.
Guest: How long will it take?
Staff: About ten minutes. I repeat: the water problem will be fixed soon.
Guest: Okay, thank you.
Staff: You are welcome. We solve urgent problems first. After the water, I will check the heater and TV to make sure everything is good.
Dialogue 2
Guest: The Wi-Fi is not working in my room. I need it for work.
Staff: I am very sorry. I understand your problem. I will check it immediately.
Guest: Thank you. I have an important meeting.
Staff: I know. We will fix it quickly but carefully. I will also check your TV and heater to make sure everything works.
Guest: That is very helpful. Thank you.
Staff: You are welcome. Please tell me if everything is working after we finish.
——————end of audio——————–
5. Build Trust
Dialogue 1
Guest: Yesterday, my room was very noisy. I could not sleep at all.
Staff: I am very sorry. We will make sure it is quiet tonight. You can trust our service.
Guest: Thank you. I hope it will be better.
Staff: I keep my promise. We care about your stay. Did you feel better today?
Guest: Yes, much better. Thank you.
Staff: I am happy. Your trust is very important. Please tell me if anything else bothers you.
Dialogue 2
Guest: My key card does not work.
Staff: I am very sorry. I will fix it now. You can trust me to solve the problem.
Guest: Okay. Thank you.
Staff: I am honest and I keep my promises. I also want to show care. After you enter the room, please tell me if everything is okay.
Guest: Thank you. I feel safe and happy in your hotel.
Staff: I am glad. Your trust is very important for us, and we always try to give the best service.
##################
Bonus dialogue 😉
Guest: Excuse me, I have some problems with my room.
Staff: I am very sorry. I want to help. Can you tell me all the problems?
Guest: First, my room is very cold. Second, the TV does not work. Third, I cannot eat the food because I do not eat meat. Also, yesterday the room was very noisy.
Staff: I understand. Thank you for telling me. I will help with everything.
Guest: Thank you. I feel uncomfortable and a little stressed.
Staff: I am very sorry. We want you to feel comfortable and happy. I will check the heater first. Then I will call maintenance for the TV. We will also prepare vegetarian food for you.
Guest: That is very kind. Thank you.
Staff: You are welcome. I want to make sure nothing offends you. We respect your culture, your customs, and your personal space. I will not touch your things without asking. We also avoid rude words and sensitive topics.
Guest: That is good. I feel safe.
Staff: I will solve the urgent problems first. The heater and TV will be fixed in ten minutes. I repeat: heater and TV problems will be fixed soon.
Guest: Okay, thank you. I also need Wi-Fi for work.
Staff: I understand. I will check the Wi-Fi too. We act quickly but carefully. After fixing everything, I will check the room again to be sure it is quiet tonight.
Guest: That is very good. Yesterday, the noise made me very tired.
Staff: I am very sorry. You can trust our service. We keep our promises. We care about your stay. Please tell me if you are happy with the solution.
Guest: Thank you. I feel much better now. I trust your hotel.
Staff: I am glad. Your trust is very important. We want you to feel safe, comfortable, and happy. Please tell me immediately if anything else bothers you.
Guest: I will. Thank you for helping me with all the problems.
Staff: You are welcome. We are always here to help. Enjoy your stay.
This dialogue covers all 5 key points:
- Polite handling – listening carefully, speaking calmly, being friendly.
- Culture awareness – respecting customs and food rules.
- Avoid offense – polite gestures, no rude words, respecting personal space.
- Quick action – solving urgent problems fast and repeating the plan.
- Build trust – keeping promises, showing care, making the guest feel important.
################
Another bonus dialogue:
Characters:
- Guest – a hotel guest with multiple complaints
- Staff – hotel front desk or concierge staff
Scenario: Guest reports multiple problems in the room. Staff must solve them politely, quickly, and respectfully.
Scene 1: Guest Approaches the Desk
Guest: (speaking politely but worried) Excuse me, I have some problems with my room.
Staff: (smile, maintain eye contact) I am very sorry. I want to help. Can you tell me all the problems?
Guest: First, my room is very cold. Second, the TV does not work. Third, I cannot eat the food because I do not eat meat. Also, yesterday the room was very noisy.
Staff: (nod, listen carefully) I understand. Thank you for telling me. I will help with everything.
Guest: Thank you. I feel uncomfortable and a little stressed.
Staff: I am very sorry. We want you to feel comfortable and happy. I will check the heater first. Then I will call maintenance for the TV. We will also prepare vegetarian food for you.
Guest: That is very kind. Thank you.
Scene 2: Culture Awareness & Avoiding Offense
Staff: (smile, hands open in polite gesture) You are welcome. I want to make sure nothing offends you. We respect your culture, your customs, and your personal space. I will not touch your things without asking. We also avoid rude words and sensitive topics.
Guest: That is good. I feel safe.
Staff: (nod) Excellent. If you need anything else, please tell me.
Scene 3: Quick Action
Staff: I will solve the urgent problems first. The heater and TV will be fixed in ten minutes. I repeat: heater and TV problems will be fixed soon.
Guest: Okay, thank you. I also need Wi-Fi for work.
Staff: I understand. I will check the Wi-Fi too. We act quickly but carefully. After fixing everything, I will check the room again to be sure it is quiet tonight.
Guest: That is very good. Yesterday, the noise made me very tired.
Scene 4: Build Trust
Staff: I am very sorry. You can trust our service. We keep our promises. We care about your stay. Please tell me if you are happy with the solution.
Guest: Thank you. I feel much better now. I trust your hotel.
Staff: (smile) I am glad. Your trust is very important. We want you to feel safe, comfortable, and happy. Please tell me immediately if anything else bothers you.
Guest: I will. Thank you for helping me with all the problems.
Staff: You are welcome. We are always here to help. Enjoy your stay.
_______________________
Staff Notes / Actions for Training
- Smile and eye contact – always polite, friendly.
- Listen carefully – do not interrupt. Nod to show understanding.
- Repeat the problem – show understanding and confirm facts.
- Polite gestures – open hands, slight bow (if culturally appropriate).
- Quick action – address urgent issues first. Explain clearly what will happen.
- Respect culture – check for food, religious rules, personal space.
- Avoid offense – no jokes, rude words, or sensitive topics.
- Build trust – keep promises, show care, ask for feedback.