Read the following scenarios. Think of how you would respond to the
complaints and re-enact them in groups of three.
1. Mr and Mrs Giddy have booked a day trip with your company to the
Lakes – with lunch included. They are really looking forward to the trip
and having lunch in a beautiful hotel. Unfortunately, on the way to
Windermere, the coach breaks down and instead of arriving at the
hotel at 12.00 they arrive at 14.00. The coach operator has arranged a
glass of wine for everyone, but Mr and Mrs Giddy are very unhappy
and have made a appointment to come and see you – the coach
2. Mr and Mrs O’Donnell have requested a lake view with a room
overlooking the pool. Unfortunately, they are allocated a room
overlooking the mountains. You are the rep in the resort. They are
fuming and coming to see you.
3. When the Claction family arrived at Palma airport, they find their
pushchair is broken. They see the airport rep straight away, who tells
them to report it to the airline. The airline is extremely busy and the
Claction family can’t wait as their transfer coach is leaving. When they
arrive at their resort, they report it to the rep who cant do anything
about it as they should have reported it to the airline. The Claction
family are furious and demand to see the Resort Manager.
4. Thierry, Patrick and Freddie have missed their coach to York. The
coach was due to depart at 0900 and they claim it left early. They ring
the office at 0855. You answer the phone. They are demanding that
they are taken to York as they are meeting friends. For your
information they are in Newcastle and your office is in Newcastle.
5. A family have just returned from a weekend in Blackpool and are
furious with the standard of accommodation that they have stayed in.
There was no bathroom and it was a small hotel, with no bar and up a
side street. The family are coming to see you, the tour operator. You
need to check the documentation to see what they have booked. They
have paid for:
a. a guest house, standard room, clearly states no bar. £68.50
per person for 2 nights
b. they have paid for unnamed accomodation, guest house quality
with private bathroom
c. they have paid for 3* accommodation, with private bathroom,
bar and entertainment
6. Jenny and Jos are tour reps in Paris. A new restaurant has just
opened and they wanted to try it out so that they could recommend it to
their customers. Unfortunately, they are not impressed. After placing
the order, the starter did not arrive for 30 minutes. They were starving.
The main course was very tasty but was not hot. The dessert was
exceptional. They liked the atmosphere of the restaurant and felt it had
great potential if the management could just improve the standard of
service and ensure hot food. They asked to speak to the manager.