2. Dealing with customers face-to-face Start

3. Allo my name is Francisco Martin, I would like to leave a message for Steph Jackson please? Click here to answer a multiple- choice question Click here to answer a multiple- choice question

4. A.Smile at the customer, say certainly sir.Smile at the customer, say certainly sir. B.Try to phone Steph to tell her someones here at reception.Try to phone Steph to tell her someones here at reception. C.Ask the gentleman if he would mind spelling his name for you, while you write it down.Ask the gentleman if he would mind spelling his name for you, while you write it down.

5. Be brave You might say this initially and then you could confirm and check the details with the customer. But on its own you may get the details wrong and that wouldnt create a good impression – Steph would need all the correct details. Be brave and ask if you need clarification. Back

6. Thats not really what the customer wanted to do, he asked if he could leave a message for her, perhaps hes in a rush. You could always ask the customer if hed like you to phone Steph first. Try again

7. Hey thats a good choice! Next