Service Employees at the Airlines' Flight Cancellation Desks Frequently Encounter

question 64

Multiple Choice

Service employees at the airlines' flight cancellation desks frequently encounter travelers who get emotional about canceled or delayed flights. The first thing these employees should do is to

• A)listen to the customer.
• B)contact a supervisor.
• C)estimate the damage.
• D)provide a fair solution.
• E)resolve the problem quickly.

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Definitions:

Proxy

An agent or substitute who acts on behalf of someone else, or a measure that can stand in for or represent something else.

Reciprocal

Mutual or given and received in return; employing mutual exchange between two or more parties.

Collective

A group or assembly of individuals who share common interests, values, or goals.

Positive Psychology

The scientific study of human strengths, virtues, and factors that contribute to personal well-being and happiness, aiming to improve quality of life.