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Listening Challenges
Part 1: Listening Challenge – External and Internal Calls
In the audio, we’ll listen to two short phone conversations in a row. Listen and answer the comprehension questions.
Part 2: Listening Challenge – A Guest Request
Next, a guest calls a hotel to request a last-minute change to her booking. Listen and answer the questions.
Part 3: Responding Under Pressure
It’s important to stay patient when dealing with customers, and avoid emotional language while showing empathy. Let’s look at some possible situations and try coming up with appropriate responses.
