2.2 Apologising & Empathy

Module 2 – Lesson 2.2: Apologising & Empathy (Level A2–B2)
This lesson teaches you how to handle guest complaints professionally using polite apology phrases and empathy. You will learn how to stay calm with emotional or frustrated guests and respond in a respectful and service-minded way. The focus is on real hospitality situations where you must apologise, understand guest feelings, and offer a quick solution.

Learning Outcomes – After this lesson you will be able to:

• Apologise politely and professionally in English

• Show empathy and understanding to upset guests

• Calm difficult situations using the right tone and words

• Respond to guest complaints with confidence and care