This is the dialogue from class. More information on the ASAP method for diffusing the situation and satisfying the guest will be coming. For now, listen to the dialogue for the following expressions:

A - Apologize : How is this said?
S - Sympathize or empathize - What does Juanita say to empathize with the guest?
A - Accept responsibility - What does Juanita say to indicate she's accepted responsiblitiy?
P - Prepare to act - How does Juanita prepare to act and resolve the situation?

Also, how does Juanita satisfy the guest and make her feel much better?

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Transcript...............
Listen first, then read for answers to the above questions.
As usual, no peeking!

Conversation #1 - Transcript for Listening “Irate Caller #1”

Front Desk: Good afternoon, Sheraton New York, this is Juanita. How may I help you?

Guest: Your people are so incredibly rude! All I wanted was a little extra sleep this morning because my daughter got married last night. But at 9am there was all this vacuuming outside my room. I went outside to ask the housekeeper to stop vacuuming. The woman, I don’t know what her name was, said, “Sorry, lady but I have to vacuum this area now. Relax, I’ll be done soon.” I couldn’t believe it. I asked her again if she could vacuum later but she said “No, it has to be done now.”

Front Desk: I am terribly sorry! You must be so tired especially after the wedding. I apologize that the attendant didn’t understand that vacuuming would be so disturbing. I will call up there now and have her stop. Thank you for bringing this to our attention. I see you are calling from room 924, Mrs. Aaronson, is that correct?

Guest: Yes that’s me. Thanks for taking care of this.

Front Desk: We want to make sure you have a good stay here and you must be exhausted. Would you like me to tell the front desk to take phone messages for you this morning so you can rest for a couple of more hours? We can also move your check out time to 2pm, if you’d like.

Guest: Yes, that would help. Could you call me for a wake up call at 12:30? I’ll check out by 2pm that would be good. Thank you.

Front Desk: I would be happy to, please call me if you need anything further, again, my name is Juanita.

Guest: Thank you Juanita, you’ve been great.