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.