case study

HOSPITALITY MANAGEMENT
CUSTOMER SERVICE AND CONFLICT HANDLING
Table of Contents
1.    3
Nonverbal indicator that customer is angry    3
Verbal indicator that customer is angry-    3
2    3
3.    3
4    3
Who:    3
How:    3
5.    4
6    4
References    5
1.
Nonverbal indicator that customer is angry
Facial expression such as expressions of anger and surprise are indicators of non-verbal communication. The gesture of hands normally used when people feel angry for example using of hands when arguing. Like in this, case poking machine and pushing one of the machine chair.
Verbal indicator that customer is angry-
Change in the volume and tone, if customer is angry.
Biassoni et al. (2016) have described that the tone would be loud and harsh. Like in this case, customer...