Theme
Dark / Light
Text size
Canvas lesson only
Service Cases: Choose A Reaction
Read the case. Choose one calm reaction or create your own.
| # | Case | Reaction A | Reaction B |
|---|---|---|---|
| 1 | You ordered tea, but got coffee. | I think there is a mistake. | This place is terrible! |
| 2 | The worker is tired and slow. | Could you tell me how long it will take? | Work faster! |
| 3 | The customer is shouting. | I understand. Let me check. | Stop shouting now! |
| 4 | Your ticket does not work. | Could you check my ticket, please? | Your system is stupid. |
| 5 | The food is cold. | Could you change it, please? | I will never come here again! |
| 6 | There is no free table. | Could we wait here? | Give us a table now. |
After choosing: explain why your reaction is better.
Mini Role-play Cards
Work in pairs. Student A is a customer. Student B is a service worker.
| Card | Customer problem | Worker goal |
|---|---|---|
| 1 | I waited 20 minutes. | Say sorry and give a time. |
| 2 | I got the wrong food. | Say sorry and change it. |
| 3 | Nobody helped me. | Ask one question and help. |
| 4 | The worker was rude. | Stay polite and solve the problem. |
| 5 | The ticket is wrong. | Check the ticket. |
| 6 | The place is too noisy. | Offer another place. |
| 7 | The drink is warm. | Offer a new drink. |
| 8 | I don't understand the information. | Explain slowly. |
Minimum dialogue: 4 lines. Better dialogue: 6-8 lines.
Useful Mini Script
| Customer | Service worker |
|---|---|
| Excuse me, I have a problem. | I am sorry about that. What happened? |
| I waited a long time. | I understand. Let me check. |
| How long will it take? | About five minutes. Is that okay? |
| Okay, thank you. | Thank you for waiting. |
Change: waited a long time / wrong order / no help / rude worker / ticket problem.
Exit Ticket
Write 5 short sentences.
- My summer was ______ because ______.
- My bright moment was ______.
- Bad service can happen because ______.
- A calm phrase is: “______.”
- In tourism and hospitality, guests can be tired, angry or confused, so I need to ______.
Next lesson bridge: we will use these calm phrases in hotel check-in and guest problem situations.