Appendix 1 Card matching – Card Set A 1. 2. 3. You work in a duty free You work at the ticketing You are working at the front shop at the airport. A reservations office and a desk of a five star hotel. A customer buys some customer complains guest telephones to perfume, but complains because he had to queue complain that he can’t when you give him the for two hours to buy a sleep properly because of wrong change. ticket. the noisy family in the next room. 4. 5. 6. You are a food and You work at the airport as a You work for a car hire beverage attendant. A passenger services officer. company at the airport. A customer complains A customer complains customer complains because the curry because his bags were because the car he hired meatballs he ordered are badly damaged. suddenly stopped during not cooked inside. their drive to the coast. The fuel gauge was not working properly. 7. 8. 9.
Appendix 1 – Card matching Card Set A 1. You work in a duty free shop at the airport. A customer buys some perfume, but complains when you give him the wrong change. 2. You work at the ticketing reservations office and a customer complains because he had to queue for two hours to buy a ticket. 3. You are working at the front desk of a five star hotel. A guest telephones to complain that he can’t sleep properly because of the noisy family in the next room. 4. You are a food and beverage attendant. A customer complains because the curry meatballs he ordered are not cooked inside. 5. You work at the airport as a passenger services officer. A customer complains because his bags were badly damaged. 6. You work for a car hire company at the airport. A customer complains because the car he hired suddenly stopped during their drive to the coast. The fuel gauge was not working properly. 7. 8. 9.