The case in Chapter $10$ focuses on service delivery where a guest $($Monique Kazer$)$ checks into a room full of tobacco smoke and smell. The front desk agent $($Hyun Cho$)$ does not do much to help the guest.

In your discussion, you need to answer the following two questions.

$1.$ How would you have handled this situation if you were Monique Kazer?

$2.$ How would you have handled this situation if you were Hyun Cho?