Antony Alberto Salazar Toledo

1. What is the percentage of alcohol that your hand sanitizer on board?

You should use 60% of alcohol to wash your hands

2. Please explain why you should never argue with a guest.

Because customers are always right and if we argue with the customer he or she can
present a complaint ans we lost one sell.

3. Give one guideline that should be used to deal with guest situations?

4. What is the médium of communication onboard? whay is it important?

The médium of comunication is english.

5. What is the meaning of last?

Listen, Apologize, solve and Thanks

6. What are the four expectations of oue guests?

Make me feel special, treat me as an individual, respect my children and have

knowledgeable.

7. What is the meaning of MAW and What should never be shown when dealing with
these guests

Maw represent children who have disabilities and we never should try them
different as the other customers.

8. What are complaints onboard?

Complaints are de opportunity to develop our ability and skills to solve problems.
Name four occurences that may créate the reasonfor our guests attitude?

9. Name four ocurrences that may créate the reason for our guests attitude?
Baggage delayed, long flights, kids are tired and excursions

10. What are the six steps to handling guests complaints? Explain any 2 of them

Addresing the guest, checking up, Finding answer, Taking action, determining the
solution and giving attention.

GIVING ATTENTION: It means that we should be concentrated to solve the

customer¨s complaints
FINDING SOLUTION: It shows that we are able to solve a problema and that we are
emphasizing with them.