Unit 5 Reading Activities Plus Questions

Read the following text and then complete the activities that follow.
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Dealing With Difficult Customers

At some point in time in your career in a hotel you will have to deal with difficult customers. It is inevitable that there will be times when you find a customer's behaviour difficult to deal with and this can cause stress for both you and the customer. Knowing how to deal with such interactions is an essential skill of working with the public.

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Quiz: Reading Questions
1. Learn not to have your defence mechanism taking over, when a customer comes with allegations.
2. Always show good behaviour, even when guests try to cause an argument.
3. Learning to interact properly will never help you dealing with difficult customers.
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