Addressing customer complaints Directions: Read what the guest says to you, then respond with an apology and an acknowledgment of the problem and offer the guest a choice of two solutions. Present this information in the form of a dialogue between the agitated customer and the hotel staff.

A guest calls the front desk to complain. He tells you that he called yesterday to ask for a room change because his cable wasn$$t working. He was told someone would fix it yesterday. No one came, and the cable is still not working today.