For weeks, Lena had struggled with her guests. She could offer them the finest espresso and views of the sapphire sea, but when they asked about "itineraries," "seasonal surcharges," or "dietary requirements," her tongue felt like heavy lead. The glowing reviews on travel sites were beginning to dip, citing a "communication barrier."

Most Workbook packs (e.g., ISBN 9781447923893) include a physical CD with audio tracks specifically for the workbook exercises. Pearson English Portal:

Listen to a customer service representative handle a difficult situation on the audio track. Pause the playback right after the guest speaks, and practice delivering your own spontaneous, professional response before listening to the textbook solution.