Unit 5 — Dealing With Difficult Customers

This unit teaches the most important vocabulary necessary to handle tough situations with grace.

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Core Training Activities

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Vocabulary Builder Activity

Students will learn the following key terms and phrases:

Allegations Argument Behavior Defense mechanism Difficult customer Employee Golden rule Interact Open body language Paraphrasing Reputation Summarize
Vocabulary list
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Reading Activity: Dealing With Difficult Customers

Improve your reading comprehension and vocabulary in context with our interactive reader.

At some point in time in your career in a hotel you will have to deal with difficult customers. It is inevitable that there will be times when you find a customer's behaviour difficult to deal with and this can cause stress for both you and the customer. Knowing how to deal with such interactions is an essential skill of working with the public. It is virtually impossible to control a customer's…
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Reading Comprehension Activity
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Reading Comprehension Quiz

Test your understanding of the reading material with a quick comprehension quiz.

Reading Comprehension
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Multiple Choice Activity

Students will be able to select the best match between unit terms and their definitions.

Multiple Choice activity
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Listening Comprehension Activity

Students will be able to listen to short audio clips in English and then spell them correctly.

Listening Activity
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Spelling and Recognition

Students will be able to identify and spell a vocabulary term correctly given only the definition.

Spelling Activity

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Speaking Practice Activity

Master your pronunciation by recording yourself and receiving feedback from native-speaking teachers.

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I was very worried when my manager said I had to deal with the difficult customer.
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Summarizing the customer's complaint helped me see how I could solve it for them and it also helped to put the customer's mind at ease.
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The hotel had a fantastic reputation, so we immediately booked the largest suite when it became available.
... and more sentences to practice.
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Speaking Activity
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Writing Practice Activity

Improve your formal and informal writing skills with guided essay questions and professional correction.

  • Have you ever dealt with an angry or upset customer? How did you do it?
  • Older guests tend to complain more than younger guests. Why do you think this is the case?
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Writing Activity
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