Katherine_partB


 * PART B:**
 * International visitor:** due to the difference in language there may be a verbal misunderstanding resulting in an undesired outcome for the guest. This may furthermore put other plans or ideas that they had for the day off and may disrupt the organisation they had put in place. One needs to make sure that no presumptions of their understanding are made. This way it is getting dealt with before other things come into play which may disrupt plans.
 * A staff member from a different background:** again there would be a difference in language. While they may understand English and know it but that doesn't necessarily mean that will will be able to understand what someone else is trying to tell them if it is done in a way that they are unfamiliar with. This creates problems because they may do the task and get it wrong or someone may have to explain it to them again until they understand what it is that they are supposed to be doing. Another cause for the misunderstanding might not only be language but it might also be a cultural thing. We do things differently to everyone else and we can't assume that they do it or know how to do it the same way that we do.

//Express concern and empathy:// with this in place the customer gets the idea that what they are saying is important and worth our time and it also creates a sense of relation; we can see where they are coming from. //Take responsibility:// the problem may not be because of someone we did but we need to let them know that responsibility for it is being taken because this allows them to feel as if something is being done and the issue is getting taken seriously. It is important not to blame anyone else and let the customer know that we are taking the responsibility on behalf of the organisation. //Indicate what action will be taken:// this allows for the customer to witness that something is being done about the situation. It can be fixed by ourselves depending on the nature of the incident or situation. If it can't be dealt with at this level then it will need to be referred to someone that can deal with it. The customer needs to be aware that due to the nature of the complaint that it will need to be referred. This allows for them to be part of the repairing of the problem and keeps them aware of the fact that you are doing everything in your power to rectify the situation. //Take action:// if action can be taken immediately it is better to do it immediately. This allows for the customer to actually witness the fact that you are going to do something about the situation and they are there to see it happen. //Follow up:// even though action is being taken and all the steps have been followed, a further step must be taken to ensure that everything worked out for all parties in the first place. This involved making sure that what we said was going to happen in regards to the situation is actually happening and that the conflict is being appropriately resolved.
 * Complaint Handling Strategies:**

I don't think that my cultural experience would help me in all of the areas. The main ones would be personal grooming and customs. At the Golden Temple there were requirements with regards to clothing that were to be followed in order to get into the temple. They are customs that need to be followed by whoever want to go inside because it is part of Indian culture and religious beliefs. The temple is very sacred to the people and it would be inappropriate for a tourist, someone who isn't even a member of the country to go about doing things the way they want.