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Customer Service Dilemma in a Travel Agency

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Customer Service Dilemma in a Travel Agency

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Questions and Answers

What is Marcelo's occupation at the travel agency?

Security personnel

Customer service representative (correct)

Student of Hospitality and Tourism

Travel agent

Why did Marcelo choose to attend the new customer first?

He seemed more upset and Marcelo thought attending to him would calm him down (correct)

The new customer was a regular client and Marcelo wanted to prioritize his needs

The new customer was more polite than the regular client

The new customer demanded immediate attention

How did the new customer react when Marcelo couldn't answer his technical questions?

He insulted Marcelo and emphasized his ignorance (correct)

He apologized for asking difficult questions

He left the agency without causing any further trouble

He patiently waited for Marcelo to find the information

Why did Marcelo mention 'company policies' to the new customer?

<p>To shift the blame to the company</p> Signup and view all the answers

How did Marcelo handle the situation with the upset new customer in the end?

<p>He demanded that the customer leave, threatening to involve security personnel</p> Signup and view all the answers

Customer Service Dilemma in a Travel Agency

Choose a study mode

Podcast

Questions and Answers

What is Marcelo's occupation at the travel agency?

Why did Marcelo choose to attend the new customer first?

How did the new customer react when Marcelo couldn't answer his technical questions?

Why did Marcelo mention 'company policies' to the new customer?

How did Marcelo handle the situation with the upset new customer in the end?

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