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SCENARIO: You are working at a hotel that is popular with international tourists. A foreign tourist approaches you with a complaint about his room, but you are struggling to understand his concerns due to his accent and language barrier. You begin to understand that the customer has an issue with the cleanliness of his bathroom. He is becoming agitated, aggressive, raising his voice and speaking quickly. He has crossed his arms and looks stiff and tense, as well as frowning at you. How will you manage this customer's complaint? Answer the following questions based on this scenario.
A. What are the signs in this situation that conflict is occurring?
B. How could you overcome this communication barrier?
C. What actions can you take to resolve this complaint?
D. What actions can you take to prevent this situation from happening again in the future?
E. What actions could management take to assist employees to improve their communication with international customers?
In the insurance industry, it refers to situations in which an insurance company extends insurance coverage to an applicant where actual risk is substantially h
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