TEAM 5

1. Pham Minh Quan-Story Teller

2. Le Khanh Huyen-Customer Care Department

3. Lam Thi Huyen Trang-Customer

4. Do Khanh Ly-Customer

5. Nguyen Thi Quynh Phuong-Manager

ABC Hotel
 Background
Trang and Ly are two businesswomen on a
business trip abroad.
They rented an apartment at ABC Hotel.
After 3-day experience, they get frustrated
that the apartment they rented doesn’t look
like it was advertised.
Trang and Ly are talking about their experience in
the apartment in ABC Hotel.
Then, Trang calls the Customer Care Department
to request to make appointment with the
Manager of ABC Hotel.
ABC
HOTEL
Trang complains with the Manager about her
dissatisfaction
Small and
dark

Not
enough
furniture

The
Internet’s
cost is so
expensive
She wants to rent a new apartment that is
Brighter

More
comfortable

expensive than 10
dollars per day

the cost of Internet is

cheaper more 6
dollars an hour
In conclusion, to easily solve customer’s problems as a High-
Style Business Rentals Manager, we should:
+ Organize a meeting to understand customer’s complaints
clearly.
+ Apologize to the customers for having had such unwilling
experiences.
+ Reach an agreement on the new apartment’s quality and
reasonable price which benefits both sides.
 12

THANKS!
Any questions?