1 Greet - "Good day, let me introduce myself. My name is ___ and I am responsible for your booking today. I am sorry to inform you that we are unable to..., 2 Understand - “I appreciate that this is disappointing to you. May I ask...?, 3 Empathize - “I am sorry to hear that your experience has not met our expectations. If this would happen to me, I would also be upset. Rest assured we are here to find a solution for you.”, 4 Solve - "I am sincerely here to make this better and ensure your experience improves going forward. May I suggest...? (+suggestions), 5 Thank - "I would like to thank you for giving me the opportunity to make this better. Rest assured I will pass this feedback onto my manager and we will do everything we can to ensure this doesn't happen again.",

Role Play "Rollercoaster"

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