Part C – Role-play

1. You are retail manager at a retail travel agency. A regular customer (played by your
trainer) approaches you in regards to a number of problems they have experienced
during their last few bookings. You are to deal with the complaint ensuring you:
a. Take responsibility for finding a solution
b. Establish and agree on nature and details of conflict
c. Deal with the conflict sensitively, courteously and discreetly
d. Use effective conflict resolution techniques and communication skills
e. Encourage all points of view
f. Evaluate options to resolve the dispute
g. Implement the best solution

The following is to be completed after you have performed the role play:

2. On reflection would you change anything in regards to the effectiveness of your

solution? Why?
3. Complete the attached complaint form.

Client: Good afternoon.

Pedro: Good afternoon, how can I be of assistance?

Client: I would like to make a complaint about your online service.

Pedro: Okay, what exactly about our online helpdesk you didn't like?

Client: I spent hours trying to schedule a flight for tomorrow and I couldn't, because the site
was going down all the time. You should do something about it, or you'll lose a customer.

Pedro: