( Make a script)( in a hotel scenario)
ROLE PLAY HOW ARE YOU GOING TO DEAL WITH COSTUMER OBJECTIONS AND NEGATIVISM (listen to the costumer complaint)
1.Obtain the intire story or issue of from the guests without interruption.
2.Note the details of guest complain or concern.
3.Give full attention to the complaining guest.
4.Paraphrase guest complain to determine if the concern is correctly understood.
Answers & Comments
Answer:
Explanation:
[Scene: Hotel Reception Desk]
Hotel Receptionist (R): Good evening, sir/madam. How may I assist you today?
Guest (G): Good evening. I'm quite disappointed with my room. The air conditioning doesn't seem to be working properly, and there are some issues with the cleanliness.
R: I understand your concerns, sir/madam. Thank you for bringing this to my attention. I would like to listen to your entire story and gather all the necessary details. Please feel free to share the specifics of the problems you've encountered.
G: Well, first, the air conditioning in my room is not cooling effectively, even though I have set it to the lowest temperature. It's making it difficult for me to sleep comfortably. Additionally, I noticed some cleanliness issues with the bathroom.
R: I apologize for the inconvenience you've experienced with the air conditioning and cleanliness. Let me make sure I have understood your concerns correctly. So, you're saying that the air conditioning in your room is not providing sufficient cooling, and you've noticed cleanliness issues in the bathroom. Is that correct?
G: Yes, that's correct. It has been quite uncomfortable, especially during this hot weather.
R: Thank you for confirming. I apologize once again for the inconvenience caused. Rest assured, I will address these issues promptly. I will personally inform our maintenance team about the air conditioning problem and have them resolve it as soon as possible. Regarding the cleanliness issues, I will notify our housekeeping department to ensure that the necessary improvements are made.
G: I appreciate your attention to these matters. I hope they can be resolved soon.
R: Absolutely, sir/madam. Your satisfaction is our priority, and we will make every effort to rectify the situation promptly. If there is anything else I can assist you with, please don't hesitate to let me know. Thank you for bringing this to my attention, and I apologize once again for any inconvenience caused.
[End of scene]