Professional Documents
Culture Documents
Please
Thank You
Excuse Me
Pardon Me
Sorry
Sir
Madam
Young Lady
Gentlemen
Ladies
In addressing the wife or husband, use the surname e.g. “Mr Bond, Mrs Bond has already
signed.”
Do say:
Do not say:
“Hi”
“Hello”
“Yes?”
Words in response
In response to something negative e.g. bad news, the phrase to use is:
In response to guest greeting you with “How are you today?” say:
Do not ignore a client by continuing with what you are doing, even if you are very busy.
“Certainly Sir/Madam.”
When guest asks for something which you cannot provide Say:
Always remember to follow that up with an alternative solution as a sign of your desire to help.
Do not say: “No, we don’t have it”.
When guest asks for something which you are not sure you can provide, Do not say:
Instead answer honestly: “If you wait for a moment, Sir / Madam, I’ll try to find out.”
“My pleasure.”
“Glad to be of service.”