Read the dialogue and then critique and analyse Nthabiseng's responses Explain in your answer whether you agree that Nthabiseng's responses
show her ability to effectively apply the customer care skills correctly
Nthabiseng's responses show she:
Reacted with a correct emotional attitude to address the customer's
needs
Sees the guest's view points as the reality of the quality of service
offered to customers.
Is knowledgeable about the facilities and services offered by a 5-star
hotel.
Interprets and applies the policy accurately.
Makes the correct choice to resolve every situation effectively.
(10)
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