Take it further
Having completed the how good/how bad exercise and discussed your answers with others, consider the following:
What would you do if you were the manager of:
- the facility where the customer complained of the awful toilets
- the hotel in which the receptionist was rude
- the theme park where the ride attendant was helpful
- the activity centre in which the staff involved in the abseil activity gave excellent instruction.
For each of the situations above, suggest how a manager might respond.
The lady who complained about the dungeons being damp and slippery was visiting a very old castle. There were notices warning visitors about the conditions in the dungeon.
Write a letter to the customer responding to the complaint.