Presentation Mode

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.