ESCOLA PROFISSIONAL DA

APRODAZ
Língua Inglesa – serviço Pós
venda

Dealing with a Complaint

Role-Play

Customer - Good morning!

Manager - Good morning. Can I help you?

Customer- Yes. I want to complain because my room is too noisy. The people in the next room
have loud parties every night and I have not been able to sleep very well. Also, the hotel bed is very
uncomfortable.

Manager - I` so sorry, but this week there is a tennis tournament going on in town and the hotel is
full of younger people, who are unfortunately quite noisy.

Customer - I understand, but it is very uncomfortable. If you don´t take action, I will move to
another hotel.

Manager - Don´t worry. This situation will be solved.

Costumer- Ok. I hope so.

Manager- Since you´ve been so inconvenienced by this incident, I´d be glad to offer you a free
room for your next visit at our hotel. In fact, I´ll give you a voucher right now. You can use it any
time you wish.

Customer - Oh, that´s just great! I am so glad that we could work this out. I do want to keep coming
back here.

Eduarda e Natércia

ESCOLA PROFISSIONAL DA APRODAZ

Rua dos Mercadores nº 76, 9500-092 Ponta Delgada
Telefone 296 285 461  Fax 296 285 463
E-mail: geral@aprodaz.com