Select two of the Complaint scenarios provided to perform a 5 - 7 minutes role

play for each scenario to present in class that:

focuses on best practices in customer service (LAST), and

resolves a customer's concern.

Complaint 8

Your hotel is fully booked for a conference. A

guest demands a late checkout (normal check out

is 11am). They state that they will not able to

checkout that early as they have a medical

problem that requires them to take at least 2

hours rest before doing something strenuous as

driving. Therefore, they can only check out at

4pm to travel back home.