Dialogue About Handling Complaint Guest: When I first arrived I was assured that a bottle of Chivas Regis would

always be in the mini-bar. Well Im here now and the bottle isnt. What kind of hotel are you running here anyway! Staff: I sincerely apologize for the oversight sir. We have been exceedingly busy today because of the convention. Ill have a complimentary bottle delivered immediately. Please accept it with our compliments. Guest: Well, I should hope it would be complimentary. Thank you. Good bye. Guest : This tea is sweetened, and I specifically wanted unsweetened tea. Staff: Im sorry maam. Ill bring an unsweetened tea immediately. Please excuse the mistake. Guest: No problem, things happen. Staff: Heres your tea maam. Let me know if I can be of further assistance. Enjoy the rest of your meal. Guest: Thank you. Guest: I had reserved a tennis court, but it has has been taken over by someone else. Staff: Yes sir, I understand. But we have a policy that if a party is more than 15 minutes late for a starting time, we schedule the courts for other waiting guests. Im so sorry for the inconvenience. Would you like to reschedule? Guest: I requested the eggs over hard, these are over easy. Guest: Sorry about that sir, let me make you some more right away. Guest: We ran out of toilet paper. Is it possible to get more? Staff: Of course, maam. Ill send more up immediately. Is there any thing else you require? Guest: Now that you mention it, could you also bring up a six pack of Heineken? Staff: Yes maam, Ill notify room service and have them send some to your room. Guest: That would be great, thanks.

Situation B

A:

Good afternoon, can I help you?

B: I hope so. I bought this television here about three months ago, but the sound and picture quality are awful. The picture is always flickering and there's a dark line down the left-hand side of the screen. And there's an annoying hissing sound in the background. A: B: A: B: A: Do you have an outdoor antenna? Yes, I do. Have you tried adjusting the antenna? Several times. Hmmmmm. I'll get our engineers to have a look at it.

B: A friend of mine bought the same model here and had exactly the same problems. I want a refund. A: B: I'm afraid it isn't our policy to give refunds, sir. I want to see the manager.

Situation C A bad holiday A: B: A: Good morning, can I help you? I'd like to make a complaint about my holiday in Hawaii last week. I'm sorry to hear that. What exactly was the problem?

B: First of all the bus taking us to the hotel broke down and we had to wait for over two hours in the sweltering heat before a replacement arrived. Then when we got to the hotel we found our room hadn't been cleaned. A: Oh dear, did you complain to the hotel staff?

B: Of course, but we were told all the chambermaids were off duty. Anyway, that's not all. The people in the room above sounded like they were having all-night parties, every night. I demanded another room but the receptionist told me the hotel was full. A: Oh, I see.

B: And to cap it all the food in the hotel restaurant was awful. It was so bad we had to eat out all the time despite having paid for meals in the price of our holiday. A: I do apologize. I'd like to offer you a 20% discount on the price of one of our Autumn breaks as a gesture of goodwill. B: A 20% discount, you must be joking. I want to see the manager.