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.

---

Definitions:

Physical Pleasure

A type of pleasure or satisfaction derived from sensory or bodily experiences, as opposed to psychological or emotional sources.

Anal Stage

The Anal Stage is the second stage in Freud's psychosexual development theory, occurring from about 18 months to 3 years of age, where the child's focus is on controlling bladder and bowel movements.

Toilet Trained

Refers to when someone, typically a young child, has learned to use the toilet for urination and defecation.

Sexual Feelings

Emotions and physiological responses related to sexual attraction and desire.