1.
A: I want to change rooms. In fact, I want a refund for tonight!
B: And the problem is, sir?
A: Cockroaches have taken over my room!
B: My apologies, sir. We'll give you a new room and refund the value of your current room.
A: Thank you. I want to continue to be able to recommend this hotel to others.
B: We always try to serve our guests in the most agreeable way possible.
2.
A: I want to change rooms immediately, plus a refund for tonight.
B: I'm sorry, sir. Exactly what is the problem?
A: I'm knee-deep in cockroaches!
B: I'm so sorry, sir. We'll give you a new room immediately, and give you a refund also.
A: Thank you. I'm glad that this hotel strives to keep its reputation intact.
B: Sir, we always try to please our guests.
3.
A: I'm quite upset! I want a new room and a refund for tonight.
B: Forgive me, sir, I haven't been told what the problem is.
A: I'm about to be swept away by millions of cockroaches!
B: My apologies, sir. We'll transfer you to a new room at once and give you a full refund.
A: Thank you. I didn't want to have to take this to court.
B: Sir, we never want a guest to stay here mad or unhappy.
4.
A: This room is unacceptable. I want a new one, and I want a refund for tonight.
B: Would you please tell me the exact problem, sir?
A: I'm being attacked by hordes of cockroaches!
B: Oh, my gosh, they're back? Another room at once, sir, plus a full refund, of course.
A: Thank you very much. This has been a most unsettling experience.
B: Sir, our guests are our reason for being.
5.
A: This room is unfit for humans. I want another room, and I want a refund for tonight.
B: Perhaps if you would be kind enough to tell me the problem, sir.
A: In a word, cockroaches!
B: Oh, no, are they back? I'll give you another room immediately, sir, and a refund for tonight.
A: Thank you. I'm glad that you don't believe that your guests are liars.
B: Sir, without happy guests, we are nothing.
A: I want to change rooms. In fact, I want a refund for tonight!
B: If you tell me the exact problem, I can be more helpful.
A: Cockroaches have declared war on my room!
B: Allow me to apologize. I'll give you another room right now, and a full refund for tonight.
A: Thank you for not asking me to collect the roaches in a jar as evidence.
B: Sir, only your mother wants to please you more than we do.
Practice the Conversations of This Topic with Mike