O E O K

1.
GRAMMAR REVIEW: Making Polite Requests

A. Making Polite Requests.

• When making polite • In order to be very polite
questions, we when making these types
normally use words of questions, include the
such as: CAN, COULD, word "PLEASE" within the
WOULD, MAY, etc. statement
"Could you please
"Can I have your provide me with
credit card
your phone
number?"
number?"
• "MAY I" has the same
meaning as "COULD I",
but we don't use "May
you"
• "May you give me your
name?"
"May I have your
name please?"

• Remember to display a
• "WOULD YOU MIND" is • Notice that after friendly tone of voice
a typical phrase used "MIND" the verb that • Use the Power Words
when making polite follows is always in "PLEASE" and "THANK
questions -ing form YOU"

"Would you mind "Would you mind

holding for two explaining that "Thank you!"
minutes?" once again?"
B. Watch out

DON’T SAY THIS: “What’s your name?”

SAY: “May I have your name please?”

Modal verbs will help you sound more polite

DON’T SAY THIS: “Let me talk!”

SAY: “I’m sorry to interrupt; I just need to ask you a

question…”

“Excuse me; I would like to clarify something before we

go on.”

DON’T SAY THIS: “You have to cancel this reservation

before July, 2nd.”

SAY: “This reservation needs to be cancelled before July,

2nd.”

DON’T SAY THIS: “You have to talk to the front desk and
ask for the laundry service.”

SAY: “I suggest talking to the front desk about the laundry

service.”

DON’T SAY THIS: “Next time, check your itinerary details.”

SAY: “Please be reminded that it is very important to

check the itinerary details prior departure to avoid any
inconvenience.”
 MY TOOL BOX:
“Useful Customer Service phrases”

Become familiar with these

phrases and use them when
you practice role plays

Asking for information:

a) Could you please provide me with your itinerary number?

b) May I know why you need to cancel this reservation?
c) May I please have your credit card number?
d) Would you be so kind to provide me with your phone
number?
e) Would you mind giving me your social security number?

Clarification:

a) Could you repeat your last name for me?

b) Could you spell your email address using examples such as
“A” as in “apple”?
c) I’m sorry; would you mind explaining that again, please?
d) I’m sorry, the line’s breaking up. Could you repeat what
you said?
e) I’m sorry, but I can barely hear you OR I hear you too far
away. Could you please speak up and repeat what you said
to better assist you?

Informing the customer about what you are doing without placing
him on hold:

a) Please bear with me on the line while the system processes

your cancellation.
b) Please wait a moment while I access your account.
c) Please allow me a moment while I change the dates for you.