The Politeness Shift
Read the "Direct" command on the left. Click the card to reveal the "Polite" professional version.
Too Direct
"Give me your ID."
(Click to correct)
Professional
"May I have your ID, please?"
Using "May I..." or "Could I..."
Too Direct
"Sign here."
(Click to correct)
Professional
"If you could just sign here..."
Using "If you could just..."
Too Direct
"Wait a moment."
(Click to correct)
Professional
"Would you mind waiting a moment?"
Using "Would you mind + -ing"
Too Direct
"That is impossible."
(Click to correct)
Professional
"I'm afraid that won't be possible."
Using "I'm afraid..." to soften bad news
Roleplay Scenarios
Select a scenario above to begin...
The teacher will act as the customer. The student acts as the banker.
Quick Check
1. A customer asks for a service you cannot provide. What do you say?
2. You need the customer to sit down while you check their file.
3. You need to put a customer on hold to find information.
4. You didn't hear the customer's name clearly.
5. The customer's credit card was declined.
6. Explaining a strict bank rule about ID.
7. Directing a customer to a different teller window.
8. You made a small mistake on their account.
9. Asking for their email address.
10. Ending the conversation professionally.
11. The customer is writing in the "Bank Use Only" box.
12. The computer system is loading very slowly.