Professional Documents
Culture Documents
31 Verbal Communication in Customer Service
31 Verbal Communication in Customer Service
31 Verbal Communication in Customer Service
The verbal messages below are guidelines. Maintain flexibility in application according to
the context, situation, guests, colleagues, etc.
CUSTOMER
VERBAL COMMUNICATION
SERVICE
1. Approaching • Allow me, sir.
table • If you please.
2. Approaching • Yes, ma’am.
a guest who • Sir.
beckons • Madame.
• Of course, sir.
• Immediately, ma’am.
• I understand, sir.
3. Responding
• A parrot message.
to a request
• Certainly, ma’am.
• Yes, sir, at once.
• Absolutely, ma’am.
• Good evening, ladies and gentlemen. Welcome to
_____________________!
(name of establishment)
• And your reservation is in the name of… ?
° Yes, Mr Smith. Mr Desmond Smith? A table for five, sir?
° Right. This way, Mr Smith.
° It is alright. I can add another. Six persons, then.
° Oh dear… we are quite full this evening. Er… let me see… yes, I
can put in a table for six, but it might be a slight squeeze. Would
4. Welcome at it be alright?
the entrance ° It is alright sir, we do have a table available. May I have your
name sir? And for how many persons?
° Oh dear… it is quite full tonight… Let me check please… I do
apologise. The (name of establishment) is fully booked. I can
have a table for you in about 45 minutes. We have a bar where
you can have an apéritif before dinner. Would that be fine?
° I understand, Ms Jones. Here is our business card. Most of our
guests make reservations, especially for Friday and Saturday
evenings.
• Etc, etc, etc.
• May I take your over-coat, sir?
5. Cloak service • Allow me, please.
• Are there valuables in the coat, ma’am?