. .. HQ? D - Role-play 3 ' Learner instructions You are the hotel manager at the Mayfell Hotel The hotel receptionist has referred a customer complaint to you You are unsure of the incident but the customer is demanding to speak to you as they have been unhappy With the response from hotel reception It is in regards to overcharging . Read Assessment D_Rofe-play background information prior to commencing the roleaplay During the rileplay, you are requrred to demonstrate the followmg skills and knowledge - Identify customer reqmrements - Use effective communication skills to establish and agree on the details of the complaint - Use conict resolution techniques to successfully resolve the complaint and prevent escalation - Follow organisational customer sen/ice and complaintshandling policy and procedures - Identify ways to compensate the dissatised customer according to customer complaints policy - Ask the customer for feedback on the complaint resolution process - Incorporate any cultural or somal speCIal needs, customs or practices when communicating With the customer Submission status