Service employees at the airlines' flight cancellation desks frequently encounter travelers who get emotional about canceled or delayed flights.The first thing these employees should do is

Question

Quizplus · Accepted Answer

The first thing that service employees should do is listen to the customer. By actively listening and acknowledging the customer's frustration, they can start to build a rapport with the customer and work towards finding a solution. This can help diffuse the situation and make the customer feel heard and understood.

Service Employees at the Airlines' Flight Cancellation Desks Frequently Encounter