1. What situation is the customer complaining about?

2. If you were in this situation, what would you expect the hotel staff to do?

3. If you were a hotel staff, how would you handle this situation? What do you think is the most important in dealing with this situation?

1. What steps did she take to help resolve the customer's complaint?

   
   

2. Any distinct expressions/phrases you recognized?

1. Identify a problem 

2. Apply ASAP technique, using softening words

1. What do you find good/could be better about the hotel staff?

2. What would you do differently if you were the staff?

A: angry customer

B: hotel staff

1. What procedures/steps did you encounter when staying in a hotel?

2. What were your good/bad experiences at each stage? And why?

1. Did you apply the A-S-A-P technique well and use modal verbs appropriately? Why or why not? Explain the details. :)

2. Did a staff who worked on the situation use the technique well and use modal verbs approriately? Why or why not? Explain the details. :)

2. What new expressions / situations did you encounter?