This content demonstrates a customer service interaction where a guest expresses dissatisfaction with their hotel room due to a malfunctioning air conditioner and noise, and the hotel staff effectively resolves the issue by offering a suitable alternative room.
Key Points
Mind Map
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Step one. [music]
step one.
>> Excuse me. Could I talk to you for a moment?
moment?
>> Of course. How can I help you today?
>> I'm sorry to bother you, but I have a
concern about my room.
>> That's no problem at all. Please tell me
what's wrong.
>> The air conditioner is not working properly.
properly.
I'm very sorry to hear that. That must
be uncomfortable.
>> Yes, the room feels quite warm right now.
now.
>> I understand. Thank you for letting us know.
know.
>> Also, there's a lot of noise coming from
the next room.
>> I'm sorry about that as well. That
sounds frustrating.
>> I don't want to complain too much, but
it's hard to rest.
>> I completely understand. Your comfort is
important to us.
>> I had a long day of travel, so I'm very tired.
tired.
>> I see. You should be able to relax properly.
properly.
>> Is there anything that can be done?
>> Yes, absolutely. We can offer you
another room.
>> Oh, really? That would be very helpful.
>> Yes, we have a quieter room available now.
now.
>> That sounds great. Does the air
conditioner work there?
Yes, it works well and was checked today.
today.
>> That's a relief. Thank you for explaining.
explaining.
>> Of course. We want you to be comfortable.
comfortable.
>> I really appreciate your kindness.
>> It's our pleasure. Thank you for your patience.
patience.
>> Will the new room be ready soon?
>> Yes, it will be ready in just a few minutes.
minutes.
>> Do I need to move my luggage myself?
No, we can help you with your bags.
>> Thank you so much. That makes things
much easier.
>> You're very welcome. I'll prepare the
new room now.
>> Step two.
>> Excuse me. Could I talk to you for a moment?
moment?
>> Of course. How can I help you today?
>> I'm sorry to bother you, but I have a
concern about my room.
>> That's no problem at all. Please tell me
what's wrong.
>> The air conditioner is not working properly.
properly.
>> I'm very sorry to hear that. That must
be uncomfortable.
>> Yes, the room feels quite warm right now.
now.
>> I understand. Thank you for letting us know.
know.
>> Also, there's a lot of noise coming from
the next room.
>> I'm sorry about that as well. That
sounds frustrating.
I don't want to complain too much, but
it's hard to rest.
>> I completely understand. Your comfort is
important to us.
>> I had a long day of travel, so I'm very tired.
tired.
>> I see. You should be able to relax properly.
properly.
>> Is there anything that can be done?
>> Yes, absolutely. We can offer you
another room.
>> Oh, really? That would be very helpful.
Yes, we have a quieter room available now.
now.
>> That sounds great. Does the air
conditioner work there?
>> Yes, it works well and was checked today.
today.
>> That's a relief. Thank you for explaining.
explaining.
>> Of course. We want you to be comfortable.
comfortable.
>> I really appreciate your kindness.
>> It's our pleasure. Thank you for your patience.
patience.
>> Will the new room be ready soon?
Yes, it will be ready in just a few minutes.
minutes.
>> Do I need to move my luggage myself?
>> No, we can help you with your bags.
>> Thank you so much. That makes things
much easier.
>> You're very welcome. I'll prepare the
new room now. [bell]
[bell]
>> Step three.
>> Excuse me, could I talk to you for a moment?
moment?
Excuse me, could I talk to you for a moment?
moment?
Excuse me, could I talk to you for a moment?
moment?
Excuse me, could I talk to you for a moment?
moment?
Excuse me, could I talk to you for a moment?
moment?
Excuse me, could I talk to you for a moment?
moment?
Excuse me, could I talk to you for a moment?
moment?
Excuse me, could I talk to you for a moment?
moment?
Excuse me, could I talk to you for a moment?
moment?
Excuse me. Could I talk to you for a moment?
>> Of course. How can I help you today?
Of course. How can I help you today?
Of course. How can I help you today?
Of course. How can I help you today?
Of course. How can I help you today?
Of course. How can I help you today? Of
course. How can I help you today?
Of course. How can I help you today?
Of course. How can I help you today?
I'm sorry to bother you, but I have a
concern about my room.
I'm sorry to bother you, but I have a
concern about my room.
I'm sorry to bother you, but I have a
concern about my room.
I'm sorry to bother you, but I have a
concern about my room.
I'm sorry to bother you, but I have a
concern about my room.
I'm sorry to bother you, but I have a
concern about my room.
I'm sorry to bother you, but I have a
concern about my room.
I'm sorry to bother you, but I have a
concern about my room.
I'm sorry to bother you, but I have a
concern about my room.
I'm sorry to bother you, but I have a
That's no problem at all. Please tell me
what's wrong.
That's no problem at all. Please tell me
what's wrong.
That's no problem at all. Please tell me
what's wrong.
That's no problem at all. Please tell me
what's wrong.
That's no problem at all. Please tell me
what's wrong.
That's no problem at all. Please tell me
what's wrong.
That's no problem at all. Please tell me
what's wrong.
That's no problem at all. Please tell me
what's wrong.
That's no problem at all. Please tell me
what's wrong.
That's no problem at all. Please tell me
The air conditioner is not working properly.
properly.
The air conditioner is not working properly.
properly.
The air conditioner is not working properly.
properly.
The air conditioner is not working properly.
properly.
The air conditioner is not working properly.
properly.
The air conditioner is not working properly.
properly.
The air conditioner is not working properly.
properly.
The air conditioner is not working properly.
properly.
The air conditioner is not working properly.
properly.
The air conditioner is not working properly.
I'm very sorry to hear that. That must
be uncomfortable.
I'm very sorry to hear that. That must
be uncomfortable.
I'm very sorry to hear that. That must
be uncomfortable.
I'm very sorry to hear that. That must
be uncomfortable.
I'm very sorry to hear that. That must
be uncomfortable.
I'm very sorry to hear that. That must
be uncomfortable.
I'm very sorry to hear that. That must
be uncomfortable.
I'm very sorry to hear that. That must
be uncomfortable.
I'm very sorry to hear that. That must
be uncomfortable.
I'm very sorry to hear that. That must
Yes, the room feels quite warm right now.
now.
Yes, the room feels quite warm right now.
now.
Yes, the room feels quite warm right now.
now.
Yes, the room feels quite warm right now.
now.
Yes, the room feels quite warm right now.
now.
Yes, the room feels quite warm right now.
now.
Yes, the room feels quite warm right now.
now.
Yes, the room feels quite warm right now.
now.
Yes, the room feels quite warm right now.
now.
Yes, the room feels quite warm right now.
I understand. Thank you for letting us know.
know.
I understand. Thank you for letting us know.
know.
I understand. Thank you for letting us know.
know.
I understand. Thank you for letting us know.
know.
I understand. Thank you for letting us know.
know.
I understand. Thank you for letting us know.
know.
I understand. Thank you for letting us know.
know.
I understand. Thank you for letting us know.
know.
I understand. Thank you for letting us know.
know.
I understand. Thank you for letting us know.
Also, there's a lot of noise coming from
the next room.
Also, there's a lot of noise coming from
the next room.
Also, there's a lot of noise coming from
the next room.
Also, there's a lot of noise coming from
the next room.
Also, there's a lot of noise coming from
the next room.
Also, there's a lot of noise coming from
the next room.
Also, there's a lot of noise coming from
the next room.
Also, there's a lot of noise coming from
the next room.
Also, there's a lot of noise coming from
the next room.
Also, there's a lot of noise coming from
I'm sorry about that as well. That
sounds frustrating.
I'm sorry about that as well. That
sounds frustrating.
I'm sorry about that as well. That
sounds frustrating.
I'm sorry about that as well. That
sounds frustrating.
I'm sorry about that as well. That
sounds frustrating.
I'm sorry about that as well. That
sounds frustrating.
I'm sorry about that as well. That
sounds frustrating.
I'm sorry about that as well. That
sounds frustrating.
I'm sorry about that as well. That
sounds frustrating.
I'm sorry about that as well. That
>> I don't want to complain too much, but
it's hard to rest.
I don't want to complain too much, but
it's hard to rest.
I don't want to complain too much, but
it's hard to rest.
I don't want to complain too much, but
it's hard to rest.
I don't want to complain too much, but
it's hard to rest.
I don't want to complain too much, but
it's hard to rest.
I don't want to complain too much, but
it's hard to rest.
I don't want to complain too much, but
it's hard to rest.
I don't want to complain too much, but
it's hard to rest.
I don't want to complain too much, but
>> I completely understand. Your comfort is
important to us.
I completely understand. Your comfort is
important to us.
I completely understand your comfort is
important to us.
I completely understand your comfort is
important to us.
I completely understand your comfort is
important to us.
I completely understand your comfort is
important to us.
I completely understand your comfort is
important to us.
I completely understand your comfort is
important to us.
I completely understand your comfort is
important to us.
I completely understand your comfort is
I had a long day of travel, so I'm very tired.
tired.
I had a long day of travel, so I'm very tired.
tired.
I had a long day of travel, so I'm very tired.
tired.
I had a long day of travel, so I'm very tired.
tired.
I had a long day of travel, so I'm very tired.
tired.
I had a long day of travel, so I'm very tired.
tired.
I had a long day of travel, so I'm very tired.
tired.
I had a long day of travel, so I'm very tired.
tired.
I had a long day of travel, so I'm very tired.
tired.
I had a long day of travel, so I'm very tired.
I see you should be able to relax properly.
properly.
I see you should be able to relax properly.
properly.
I see you should be able to relax properly.
properly.
I see you should be able to relax properly.
properly.
I see you should be able to relax properly.
properly.
I see you should be able to relax properly.
properly.
I see you should be able to relax properly.
properly.
I see you should be able to relax properly.
properly.
I see you should be able to relax properly.
properly.
I see. You should be able to relax properly.
>> Is there anything that can be done?
Is there anything that can be done?
Is there anything that can be done?
Is there anything that can be done?
Is there anything that can be done?
Is there anything that can be done?
Is there anything that can be done?
Is there anything that can be done?
Is there anything that can be done?
Yes, absolutely. We can offer you
another room.
Yes, absolutely. We can offer you
another room.
Yes, absolutely. We can offer you
another room.
Yes, absolutely. We can offer you
another room.
Yes, absolutely. We can offer you
another room.
Yes, absolutely. We can offer you
another room.
Yes, absolutely. We can offer you
another room.
Yes, absolutely. We can offer you
another room.
Yes, absolutely. We can offer you
another room.
Yes, absolutely. We can offer you
>> Oh, really? That would be very helpful.
Oh, really? That would be very helpful.
Oh, really? That would be very helpful.
Oh, really? That would be very helpful.
Oh, really? That would be very helpful.
Oh, really? That would be very helpful.
Oh, really? That would be very helpful.
Oh, really? That would be very helpful.
Oh, really? That would be very helpful.
Yes, we have a quieter room available now.
now.
Yes, we have a quieter room available now.
now.
Yes, we have a quieter room available now.
now.
Yes, we have a quieter room available now.
now.
Yes, we have a quieter room available now.
now.
Yes, we have a quieter room available now.
now.
Yes, we have a quieter room available now.
now.
Yes, we have a quieter room available now.
now.
Yes, we have a quieter room available now.
now.
Yes, we have a quieter room available now.
That sounds great. Does the air
conditioner work there?
That sounds great. Does the air
conditioner work there?
That sounds great. Does the air
conditioner work there?
That sounds great. Does the air
conditioner work there?
That sounds great. Does the air
conditioner work there?
That sounds great. Does the air
conditioner work there?
That sounds great. Does the air
conditioner work there?
That sounds great. Does the air
conditioner work there?
That sounds great. Does the air
conditioner work there?
That sounds great. Does the air
Yes, it works well and was checked today.
today.
Yes, it works well and was checked today.
today.
Yes, it works well and was checked today.
today.
Yes, it works well and was checked today.
today.
Yes, it works well and was checked today.
today.
Yes, it works well and was checked today.
today.
Yes, it works well and was checked today.
today.
Yes, it works well and was checked today.
today.
Yes, it works well and was checked today.
today.
Yes, it works well and was checked today.
That's a relief. Thank you for explaining.
explaining.
That's a relief. Thank you for explaining.
explaining.
That's a relief. Thank you for explaining.
explaining.
That's a relief. Thank you for explaining.
explaining.
That's a relief. Thank you for explaining.
explaining.
That's a relief. Thank you for explaining.
explaining.
That's a relief. Thank you for explaining.
explaining.
That's a relief. Thank you for explaining.
explaining.
That's a relief. Thank you for explaining.
explaining.
That's a relief. Thank you for explaining.
>> Of course, we want you to be comfortable.
comfortable.
Of course, we want you to be comfortable.
comfortable.
Of course, we want you to be comfortable.
comfortable.
Of course, we want you to be comfortable.
comfortable.
Of course, we want you to be comfortable.
comfortable.
Of course, we want you to be
comfortable. Of course, we want you to
be comfortable.
Of course, we want you to be comfortable.
comfortable.
Of course, we want you to be comfortable.
comfortable.
Of course, we want you to be comfortable.
I really appreciate your kindness.
I really appreciate your kindness.
I really appreciate your kindness.
I really appreciate your kindness.
I really appreciate your kindness.
I really appreciate your kindness.
I really appreciate your kindness.
I really appreciate your kindness.
I really appreciate your kindness.
>> It's our pleasure. Thank you for your patience.
patience.
It's our pleasure. Thank you for your patience.
patience.
It's our pleasure. Thank you for your patience.
patience.
It's our pleasure. Thank you for your patience.
patience.
It's our pleasure. Thank you for your patience.
patience.
It's our pleasure. Thank you for your patience.
patience.
It's our pleasure. Thank you for your patience.
patience.
It's our pleasure. Thank you for your patience.
patience.
It's our pleasure. Thank you for your patience.
patience.
It's our pleasure. Thank you for your patience.
Will the new room be ready soon?
Will the new room be ready soon?
Will the new room be ready soon?
Will the new room be ready soon?
Will the new room be ready soon?
Will the new room be ready soon?
Will the new room be ready soon?
Will the new room be ready soon?
Will the new room be ready soon?
Yes, it will be ready in just a few minutes.
minutes.
Yes, it will be ready in just a few minutes.
minutes.
Yes, it will be ready in just a few minutes.
minutes.
Yes, it will be ready in just a few minutes.
minutes.
Yes, it will be ready in just a few minutes.
minutes.
Yes, it will be ready in just a few minutes.
minutes.
Yes, it will be ready in just a few minutes.
minutes.
Yes, it will be ready in just a few minutes.
minutes.
Yes, it will be ready in just a few minutes.
minutes.
Yes, it will be ready in just a few minutes.
>> Do I need to move my luggage myself?
Do I need to move my luggage myself?
Do I need to move my luggage myself?
Do I need to move my luggage myself?
Do I need to move my luggage myself?
Do I need to move my luggage myself?
Do I need to move my luggage myself?
Do I need to move my luggage myself?
Do I need to move my luggage myself?
No, we can help you with your bags.
No, we can help you with your bags.
No, we can help you with your bags.
No, we can help you with your bags.
No, we can help you with your bags.
No, we can help you with your bags.
No, we can help you with your bags.
No, we can help you with your bags.
No, we can help you with your bags.
>> Thank you so much. That makes things
much easier.
Thank you so much. That makes things
much easier.
Thank you so much. That makes things
much easier.
Thank you so much. That makes things
much easier.
Thank you so much. That makes things
much easier.
Thank you so much. That makes things
much easier.
Thank you so much. That makes things
much easier.
Thank you so much. That makes things
much easier.
Thank you so much. That makes things
much easier.
Thank you so much. That makes things
You're very welcome. I'll prepare the
new room now.
You're very welcome. I'll prepare the
new room now.
You're very welcome. I'll prepare the
new room now.
You're very welcome. I'll prepare the
new room now.
You're very welcome. I'll prepare the
new room now.
You're very welcome. I'll prepare the
new room now.
You're very welcome. I'll prepare the
new room now.
You're very welcome. I'll prepare the
new room now.
You're very welcome. I'll prepare the
new room now.
You're very welcome. I'll prepare the
>> Step four.
>> Excuse me. Could I talk to you for a moment?
moment?
>> Of course. How can I help you today?
>> I'm sorry to bother you, but I have a
concern about my room.
>> That's no problem at all. Please tell me
what's wrong.
>> The air conditioner is not working properly.
properly.
I'm very sorry to hear that. That must
be uncomfortable.
>> Yes, the room feels quite warm right now.
now.
>> I understand. Thank you for letting us know.
know.
>> Also, there's a lot of noise coming from
the next room.
>> I'm sorry about that as well. That
sounds frustrating.
>> I don't want to complain too much, but
it's hard to rest.
>> I completely understand. Your comfort is
important to us.
>> I had a long day of travel, so I'm very tired.
tired.
>> I see. You should be able to relax properly.
properly.
>> Is there anything that can be done?
>> Yes, absolutely. We can offer you
another room.
>> Oh, really? That would be very helpful.
>> Yes, we have a quieter room available now.
now.
>> That sounds great. Does the air
conditioner work there?
Yes, it works well and was checked today.
today.
>> That's a relief. Thank you for explaining.
explaining.
>> Of course. We want you to be comfortable.
comfortable.
>> I really appreciate your kindness.
>> It's our pleasure. Thank you for your patience.
patience.
>> Will the new room be ready soon?
>> Yes, it will be ready in just a few minutes.
minutes.
>> Do I need to move my luggage myself?
No, we can help you with your bags.
>> Thank you so much. That makes things
much easier.
>> You're very welcome. I'll prepare the
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