Scenario: You are employed as the Customer Service Manager at the Continent Hotel. You have been working at this hotel for over a year and due to the recent expansion of the hotel, you have recruited a number of new employees. Over the last three months, you have noticed that there has been an increase in the number of customer complaints. You have met with the management to address the increase in the number of complaints. Management asked you to identify the issues, refer to the existing customer service processes in place, involve the team and develop appropriate policies and procedures in order to improve the customer service experience of the customers