About Lesson
- What exactly is the complain? Sometimes just listening to the guest’s story is enough to pacify him or her. At other times the guides may discover that complain observes more attention.
- Is the guest complain valid? if the guest complains that his room is near on the elevator, such complain does not require a refund or an upgrade to a suite, nor is it a reason to notify the company.
- Can the situation be resolved easily? If so, how? Very often a complain can be resolve w/out any cost to the company or passengers. An issue requires much negotiation on the part of guide on behalf of both the company and visitor.