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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

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