UP'S AND DOWN'S

"turn up"

Meaning: to arrive and attend

Sentence: My love turn up to my birthday party.

"turn down"

Meaning: reject, fail to accept

Sentence: He is turn down by her mom.

"break up"

Meaning: to end a romantic relationship with someone.

Sentence: Geo broke up with Gladys and started dating Bella.

"Break down"

Meaning: to surrender to demands or emotions and cry.

Sentence: Sometimes the heating system simply breaks down.

"crack down"

Meaning: to take strong action to stop something bad from continuing

sentence: The university is taking steps to crack down on underage drinking on campus. 

"crack up"

meaning: to laugh a lot

sentence: Yeah, he had some funny jokes. Everyone was cracking up!

"wind up"

meaning: Come or bring to a finish

sentence: The party was winding up, so we decided to leave

"wind down"

meaning: somehow to end up in some fashion.

sentence: I don't want to wind up broke and depressed. 

"live it up"

meaning: Live or act in accordance with; also, measure up to

sentence: his new technology has not lived up to our expectations.

"live it down"

meaning: to overcome the shame or embarrassment of something

sentence: Someday. you'll live it down my friend.

"dress up"

meaning: to dress in formal clothes, or in clothes more elegant, showy, etc. than one usually wears

sentence: I love to dress up for a party.

"dress down"

meaning: to wear casual clothes to an activity, job, etc. that ordinarily requires more formal dress

sentence: I often dress down.

"tear up"

meaning: To tear to pieces.

sentence:  Tear up those papers as soon as you could.

"tear down"

meaning: Demolish, take apart

sentence: He loved to tear down old engines.

"run up"

meaning: Make or become greater or larger

sentence: That offer will run up the price of the stock. 

"run down"

meaning: Stop because of lack of power or force

sentence: The alarm clock finally ran down. 

"back up"

meaning: Support or strengthen

sentence: The photos were backed up with heavy cardboard so they couldn't be bent.

TELEPHONE CONVERSATION WITH A COSTUMER

Front desk: Hello good morning! Megs speaking, how may I help you?

Guest: Good morning megs! I'm ms. Castillo from room 69, I would like to inquire further information regarding your beach resort... what are the rides in the beach?

Front desk: Well... ms. Castillo we have banana boat, jet-ski, para glide, surf glide and surf board. Those are the fun rides in the beach ms. Castillo.

Guest: Ah..I see, well. megs. I want to try the surf glide. What's the rate of it? Anyway... I changed my mind.. If I'll try it all, is there a discount?

Front desk: Of course! For you mam, we have! We offer you the package rate for only 9,999.99 php for all the fun rides in the beach!

Guest: That's a good rate Megs! Alright! I'll get the package rate. I'll try it all very soon after lunch. Anyway, I want a reservation for a single person for lunch. Can you make it for me Megs?


Front desk: Of course mam! I'll make your reservation very soon!  Well ms. Castillo do you want reservation for dinner also?

Guest: Yeah! Thanks Megs make it also for me please. Can you include also my breakfast for tomorrow? Because after breakfast I need to leave very soon. That's all Megs! Thanks for your help.

Front desk: Your very welcome ms. Castillo! If there's anything you would like to ask please don't hesitate to call here again, I'll be very glad to help  you! Thank you for inquiring. Have a great day ahead ms. Castillo!!

Guidelines In Answering Customer Complaints.

Listen

- Turn on your ears, and turn off your lips. People who are upset tend to blame everything on the first person they talk to. Take full responsibility and say nothing. Never get defensive or interrupt the customer with your version of what happened, as this will only upset them further. It's critical that you remain silent and listen to everything they have to say. 

Make Them Feel Understood

- Reconfirm what they have said. Tell them "Let me make sure I understand this correctly." Then paraphrase back to them what you have heard them say.

Apologize

- Even if you know the situation was not your fault, it is crucial that you accept full responsibility for the situation. You don't have to say it was your fault, but you do need to apologize for the fact that they feel upset or inconvenienced.

Apologize for what has happened, and let the customer know you will help them. 

Fix it

- Let the customer know what you are going to do to resolve the problem. Tip - the faster you can resolve it the better. 

Make the Customer Feel Valued and Not Like Just a Number

- When you are talking to a customer, address them with their name as often as you can, letting them know you are paying attention to them and valuing them as a person, rather that just a nameless customer who purchased a service from our Resort. 

 

Always Practice Active Listening Skills

- When a customer calls, or approaches you with a question or concern, make sure you can focus one hundred percent on what they are saying. The only way to truly be able to resolve your customer's issue is to give all of your attention to the matter at hand, so you can properly analyze and interpret the situation for an accurate diagnosis. Active listening requires you to ask questions for clarification so to best understand the problem. This in turn let's the customer know you are listening to what they are saying, and doing your best to solve their issue. 

 

Make Customers Feel Understood, Even When They Are Wrong

- If a customer has an issue with us, even if you know that they are being a bit too demanding or picky, remember that they are 'right.' Listen to what they have to say, without interrupting. Even if you don't agree, simply apologize that your customer feels upset or disturbed (you don't need to imply it was their fault or your fault, simply apologize that they feel upset) and offer to replace, refund or compensate them in some way.