ANSWERS

Do well

Not a lot really however

• in uniform

• at desk ready to serve customer

• speaks to child to involve them

• tried to find another holiday

Do wrong

Quite a lot

• does not acknowledge the customer

• does not smile

• inappropriate tone of voice

• poor body language (slumped)

• holiday offered not suitable

• ruins magic of Micky Mouse (just a man in a suit)

Do differently

So much

• smile, be positive / pleasant with customer

• be enthusiastic about the holiday they would like

• apologise if holiday not available

• ask questions to establish if different date was possible

• ask questions to find a suitable alternative (a holiday that meets the needs of the family)