22.

You go and explain to John McGregor the arrangements you have made on his behalf, and wait to see if there are any more complaints.

Like most of the holiday-makers, McGregor is soon too busy enjoying himself to waste valuable skiing time talking to you. However on the last evening he bumps into you in a local bar. He is with a girlfriend and obviously more worried that she remembers his telephone number in England, than whether his coffee is strong enough. He sees you and says goodbye. He mentions that he has had a fine holiday and hopes to come back next year. He smiles and thanks you for sorting out the problem with the food, but he hopes next year he will get a different chalet girl and that coffee prices will have fallen!

Discuss the emotions you have when making a complaint, and how they can best be controlled. Go on to talk about the opportunity complaints can sometimes offer to improve a company's public relations.