题目内容

Read the passage and tick off the skills of handling complaints mentioned in the passage.

A. being polite
B. mastering professional skills
C. showing your willingness to help
D. taking immediate steps
E. arguing with the guest
F. reporting to a superior every time
G. offering several options
H. staying calm
I. apologizing
J. losing your temper

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If the complaints are quite trivial, you needn’t investigate them.

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B. 错

Report the complaint to a superior if you can’t settle it.

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With good training and plenty of practical experience everybody can master the skills of being nice to guests.

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The success of the hospitality industry depends on the excellent management.

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