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:

Grassroots Labor Movement

A labor movement organized and initiated by the common workers, focusing on local issues and advocating for worker rights at the base level.

U.S. Labor Law

The body of legislation, regulations, and judicial rulings that governs working conditions, employee rights, and labor relations in the United States.

Solidarity Unionism

A model of labor organization that emphasizes direct action and mutual support among workers, rather than formal union leadership and negotiation with employers.

Nonmajority Unions

Unions that represent workers for negotiation and rights purposes but do not have formal recognition or bargaining rights typically because they represent less than the majority of employees in a bargaining unit.