Summary:

1. SITUATION/ OVERVIEW

2. COMMUNICATION OF SPEAKER: VERBAL AND VOCAL

3. HOW SITUATION WAS HANDLED.

4. COMMENT ON BEHAVIOR OF EMPLOYEES.

5. COMMENT ON CUSTOMER SERVICE AND LEADERSHIP ON BELOW

6. WHAT ARE YOUR KEY LEARNINGS.

You can find the case study in these link for references to answer the above question -

https://www.youtube.com/watch?v=vQGz1YRqBPw

https://hbr.org/2011/12/the-ordinary-heroes-of-the-taj

https://www.slideshare.net/professormathur110/mbaskillsin-the-ordinary-heroes-of-the-taj-hotel-93053794

https://www.slideshare.net/tendyroxx/ordinary-heroes-of-taj