Question:
Who is a complainant?
Who is a complainant?
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Complainants are valuable partners in service quality; their feedback highlights areas for operational improvement before they post negative online reviews.
Updated On: Jun 22, 2026
- A guest who listens to the complaint
- An individual who is handling the complaint
- A guest who expresses dissatisfaction with a service or product
- A person who is responsible for the complaint
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The Correct Option is C
Solution and Explanation
Step 1: Defining Key Complaint Resolution Terminology:
In guest relations, specific terms are used to identify the parties involved in a service recovery process.
Step 2: Defining the Roles:
• The person who listens to or handles the complaint (Options A and B) is the customer service representative or Front Office agent.
• The person responsible for the failure (Option D) is the service provider or specific department.
• Complainant (Option C) is the customer or guest who formally voices their dissatisfaction with a service gap or product defect.
In guest relations, specific terms are used to identify the parties involved in a service recovery process.
Step 2: Defining the Roles:
• The person who listens to or handles the complaint (Options A and B) is the customer service representative or Front Office agent.
• The person responsible for the failure (Option D) is the service provider or specific department.
• Complainant (Option C) is the customer or guest who formally voices their dissatisfaction with a service gap or product defect.
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