Turn unhappy guests into happy guests.

7 Customer Service Phrases for Dealing with Unhappy Guests

Customer service is one of the most important aspects of any hospitality or service-based business. Keeping customers happy and ensuring a positive experience is essential to ensuring their loyalty.

Unfortunately, there are times when guests are not satisfied and it can be difficult to handle these situations calmly.

That’s why it’s important to know the right customer service phrases to ensure that even a negative situation can have a positive outcome.

In this blog post, we’ll go over 7 customer service phrases for dealing with unhappy guests.

Bonus, cancelling guest post is here for you to check out that might be useful also! 

We’ve all been there – you make plans with someone and then something comes up that you can’t get out of. While it’s never fun to have to cancel on someone, there are some phrases you can use to make the situation less awkward. In this article, we’ll go over some of the best phrases to use when you need to cancel plans.

Learning English Can Also Improve Your Confidence & Self-Esteem.


Customer Service Phrases – I’m sorry to hear that.


When dealing with an unhappy guest in a hospitality setting, it is important to show empathy and understanding. A phrase such as “I’m sorry to hear that” allows you to acknowledge their feelings and to let them know that you care about their experience.

This simple phrase can go a long way in building rapport and creating a positive outcome from a negative situation.

As an English student, this phrase allows me to communicate empathy and understanding to guests in a professional yet friendly manner, while still maintaining respect and decorum.



Customer Service Phrases –  Is there anything I can do?

As an English student in a hospitality or service-based business, this phrase is an essential part of customer service. It shows customers that you are open to helping them, and that you are willing to go above and beyond to make sure they have the best possible experience.

This phrase is especially useful when dealing with unhappy guests. It allows you to show empathy, while also reassuring them that you will do everything you can to resolve the issue.

Additionally, it gives the customer a chance to explain what happened and express their frustration in a safe environment. By using this phrase, you can create a positive atmosphere where guests feel heard and respected.

Another useful post is 5 dinner phrases. 

I’m sorry, I can’t make it: 5 best phrases to cancel dinner plans politely


Can you tell me more about what happened?

When dealing with an unhappy guest, it is important to remain calm and understanding. Asking the guest to explain in more detail what happened is an effective way to show that you are invested in resolving the issue. As an English student, this phrase is important for hospitality businesses as it demonstrates a willingness to listen and actively try to solve the issue.

It also allows for a more thorough investigation of the problem and a better chance of finding a resolution. This phrase can be used in hospitality businesses as it shows an effort to empathize with the guest, which can help to de-escalate a situation and reduce frustration.



4) Thank you for bringing this to my attention.


As an English student studying hospitality, I understand the importance of thanking a customer for bringing any issues to my attention.

For example, if a customer had a complaint or issue with their experience at a hotel, restaurant, or other service based business, it is important to thank them for informing us so that we can do our best to correct the situation and ensure a better outcome.

This phrase shows customers that we appreciate their input and that we are taking action to address their concerns. It also helps to deescalate the situation and keeps both parties calm, allowing for a better chance of finding a resolution.


I’ll do everything I can to help resolve the issue.


When working in hospitality, dealing with unhappy guests is part of the job. It can be difficult to stay calm and professional when doing so, but it’s important to remain polite and courteous no matter how frustrated the guest may be.

One phrase that can be helpful in this situation is, “I’ll do everything I can to help resolve the issue.”

This phrase demonstrates to the guest that you are on their side and willing to put in the effort to make things right.

Additionally, it shows them that you take their problem seriously and that you are taking steps to address their issue.

As an English student, it’s important to use phrases like this when speaking to customers in hospitality as it helps to de-escalate a tense situation and ensure a positive outcome for all involved.


English Can Boost Your Career Prospects & Your Earning Potential


I’ll escalate this to the appropriate team/manager.

This phrase is a great way to show a customer that their issue is being taken seriously and that you are actively working to solve it. In the hospitality industry, it is important to be patient and understanding with guests. As an English student, I have often encountered situations where guests have been unhappy with their experience and need more help than I can provide.

In these cases, I like to use this phrase as it conveys to the guest that I am taking the necessary steps to ensure their issue is addressed by the most appropriate team or manager. This helps to build trust and confidence in me as a customer service representative, and shows the guest that I am doing my best to provide them with a satisfactory solution.

Try using question tags, to show your interest in the conversation in a formal setting! It is a good idea, don’t you think? 



What is a Question Tag?


A question tag is a short question that is added to the end of a declarative or imperative sentence. The most common form of a question tag is to add “would you?” or “will you?” at the end of a statement. For example, the statement “You’re coming with us, right?” would be turned into a question by adding the tag “aren’t you?”.


Customer Service Phrases Thank you for your patience.


When working in hospitality and service-based businesses, it can be difficult to deal with unhappy guests. In such situations, it is important to remain calm and use appropriate customer service phrases. One such phrase is “Thank you for your patience”.

This phrase is an important one to use when dealing with an unhappy guest who has waited a long time to receive a resolution.

As an English student, I know that this phrase shows empathy and respect for the customer and conveys understanding of their situation. It also lets them know that their patience is appreciated and that their concerns are being taken seriously.

By expressing gratitude and appreciation, this phrase helps to diffuse any potential conflict and creates a positive outcome from a negative situation.

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17 thoughts on “7 Customer Service Phrases for Dealing with Unhappy Guests

  1. Pingback: 5 Phrases to Avoid in Customer Service | Learn Laugh Speak

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