KIFL English for the Hospitality Industry - 11/7 lesson review & video about dealing with angry customers

Hello Michelle and Tomoyo,

How are you? Let me first refresh your memories with the other part of the board work from 11/6:

Here's the video I talked about in class. It strictly isn't about the hotel industry - it's about customer service - but the things in it are also true for the hotel industry. Watch this video as many times as you like - and answer the questions I have below the video.

In the video, there are two main characters - Mrs. Decker, an angry customer, and Paul, a sales clerk. Watch the video and answer these questions.

1. What is Mrs. Decker's problem?
2. When Mrs. Decker first talks, what does Paul first do?
3. How does Paul focus her anger?
4. Once Paul has a dialog going with Mrs. Decker, what does he say?
5. Why does Paul summarize the facts of Mrs. Decker's complaint?
6. When Paul gets to dealing directly with Mrs. Decker's problem, what is the first step he takes?
7. When Paul says that he cannot do what Mrs. Decker wants him to do, what does he do instead?
8. What are the alternatives Paul suggests to Mrs. Decker?
9. How does Mrs. Decker feel by the end of the situation?

Do this as homework for next week (11/13). 

See you then!