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Real-Life Activities

Real-Life Communication

You are a baggage service representative working for a large airline. A very tired traveler comes to your counter Monday afternoon asking for his luggage. The plane has been unloaded, the other passengers have collected their luggage and left. His suitcase is not on the designated carousel. The man is obviously annoyed. He says gruffly that he has to have a clean suit to wear in the morning.

You take his claim stub. You see his name is John Jones. You check the computer for a record of his flight. The plane has gone on to Hong Kong. A 10-hour flight. His suitcase may still be on board or it may have been misdirected. At this point there's no trace of his luggage.

You're confident the suitcase will be found eventually, but don't think the bag will arrive by the next morning. In some cases, the airline offers financial compensation to stranded passengers. You're not certain if this is one of those cases. All you know for certain is that the airline tells you to be honest and empathetic in these situations.

The man is now demanding to know when his suitcase will arrive. He's being increasingly loud about it.

Write down a sample of the dialog you might have with this customer. Think fast! The passenger is waiting for your response.

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