Travel Vocabulary and Customer Service Phrases

Travel Vocabulary

T

Tend

Definition: To be likely to happen.

Example: Europeans tend to stay longer in Hawaii than...

Promote/Promotion

Definition: To help something to develop or increase.

Example: Our latest promotion of package holidays...

Thundery

Definition: Characterized by thunderstorms; stormy.

Example: Periods of rain with thundery showers.

Toll

Definition: A fee charged for the use of a road, bridge, etc.

Example: A toll bridge.

Tour

Definition: To travel to different places in the same journey.

Examples:

• The Japanese group wishes to tour around Europe for two weeks.
• The program includes a guided tour around the Kennedy [Space Center].

Touristy

Definition: Full of tourists and the things that attract tourists. (Used to show disapproval.)

Example: Benidorm is too touristy, and you should especially avoid it in summer.

Trekking

Definition: Hiking through the countryside.

Example: Visitors can enjoy trekking in the surrounding countryside.

Tropical

Definition: Relating to or characteristic of the tropics.

Example: Tropical storms usually take place in the hottest parts of the world.

V

Valuables

Definition: Things that you own that are worth a lot of money.

Example: We advise against putting your valuables in your cabin luggage.

Vibrant

Definition: Full of activity or energy in a way that is exciting and attractive.

Example: Impressionist painters used bold and vibrant colors in their paintings.

Vineyard

Definition: A piece of land where grapevines are grown to produce wine.

Example: A tour of vineyards and wineries in Burgundy is worth a visit to get to know the wines produced in the area.

Voucher

Definition: A ticket that can be used instead of money for a particular purpose.

W

Waterfall

Definition: A place where water from a river or stream falls down over a cliff or rock.

Example: The cascading waterfalls of Iguazu are more visited than the Niagara ones nowadays.

Wildlife

Definition: Animals and plants growing in natural conditions.

Example: There are measures that protect the wildlife in Antarctica.

Winding

Definition: Having a curving or sinuous course.

Example: A winding road.

Winery

Definition: An establishment at which wine is made.

Example: A tour of wineries in Burgundy is worth a visit to get to know the wines produced in the area.

Customer Service Phrases

Giving Advice and Suggestions

• Make sure everyone can hear you.
• Speak clearly and distinctly.
• Research the subject matter.
• Rehearse what you are going to say.
• Drink plenty of water, as your voice may get tired.
• Sound enthusiastic. Use humor to maintain interest.
• Don't speak for too long. Most people do not want details.

Examples:

• I advise you to take a cruise.
• I suggest you check the weather forecast before you leave.
• If I were you, I would avoid the gym in the mornings.
• I recommend the shore excursions.
• Why don't you think about it and call me back tomorrow?

Dealing with Customer Problems

• Don't interrupt the customer.
• Don't make excuses, even if the situation isn't your fault.
• Listen actively.
• Stop what you were doing and look at the customer while he or she is speaking.
• Ask questions to clarify any facts or obtain missing information.
• Show empathy by telling the person that you understand how he or she feels.
• Give your guest your complete attention.
• Tell the guest that you would feel the same if [similar situation].
• Apologize for the inconvenience.
• Listen carefully, especially if he/she is angry.
• Find a solution and let them know.
• Never argue with a guest.
• Check back with the guest after dealing with their issue.
• Keep a pleasant expression on your face.

Examples:

• "I'm sorry about that."
• "I do apologize for the inconvenience."
• "I hear what you are saying, and I know this is frustrating."
• "I'm afraid at the moment we are having a problem with..."
• "I'll look into it right away."
• "I'll get back to you when [the issue is resolved]."
• "I'll do everything I possibly can."