1) Why should you love it when someone complains?Please elaborate.

2) Please discuss 'value'.What kind of value is it that our customer service focus is centred around, what measures increase a customer's perception of the value that your service product provides and describe one example to support the points you made.

3) What are irritations in our tourism industry?Please explain what they are, and at the hand of one example that you come up with, discuss the consequences for all stakeholders involved and provide one strategy for a service provider as to what they can do in order to avoid irritations to happen.