PART 1: LÝ THUYẾT U NIT1:
AN INTRODUCTION TO PSYCHOLOGY AND SOCIAL PSYCHOLOGY
Assignment 2: Answer the following questions: 1. What is Psychology?
Psychology is the scientific study of the behavior of individuals and their
mental processes. Psychology is the scientific study of the way the human mind
works and how it influences behavior, or the influence of a particular person's character on their behavior.
2. What are the goals of Psychology?
The primary goal of psychology is to improve our understanding of behavior
(and cognition).The goals of the psychologist conducting basic research are to
describe, explain, predict, and influence mental processes or Explanation Control Prediction behavior.
 Description: describe what happened
 Explanations: look to explain “how behavior works" and "why it occurs"
- Internal factors Genetic makeup, motivation, intelligence External factors Situational factors.
 Prediction - Under what conditions the behavior or event is likely to
occur? What is going to happen with a certain circumstance?
 Control behavior: to influence or alter the behavior of the individual or
group in desirable ways so that the designed goal can be achieved.
3. Why is Psychology considered as a science?
Psychology tends to be eclectic; it uses and acquires knowledge gathered from
many other sciences to understand and explain human behavior. Today,
psychologists prefer to use more objective scientific methods to understand,
explain and predict human behavior. Psychological studies are highly
structured, beginning with a hypothesis that is then empirically tested.
4. Why is it important to have knowledge of Social Psychology?
Social psychology helps people manage their stress, depression and other social
issues and improve their decision making and predict accurate future behavior
based on the understanding of past behavior. Social psychology is the scientific
study of behavior of the individual in Society. No, one can deny the subject
matter of Social Psychology. It possesses academic importance in different
department of social sciences; particularly in Sociology. On other end social
psychology as an independent subject could not introduce its solo identity in the
higher educational institutions in countries like Pakistan, It remains under
umbrella of Sociology or Psychology; whereas; it is emerged as an independent
subject in the discipline of humanities and social sciences in developed
countries. There is great importance of Social Psychology in the fields like
Politics, Media Advertisement and Education.
5. What are the basic aspects of Social Psychology?
 Social behavior is goal-oriented e.g.: the need for social ties, the desire to
understand ourselves and others, the wish to gain or maintain status or
protection and the need to attract companions.
 The interaction between the individual and the situatiol helps determine
the outcome e.g.: environmental and situational variables play an
important role and have a strong influence on our behavior.
 Behavior is a good indicator of one's personality The theory of
correspondence and inferences explains that the actions and behaviors of
others correspond to their intentions and personalities. Studying social
psychology can enrich our understanding of ourselves and of the world
around us. Continue exploring this subject in the links below to enrich
your understanding of social behavior.
UNIT 2: WHAT IS TOURISM? Assignment 2:
1. 3 benefits of tourism development: - Economic benefits. - Environmental benefits. - Socio-Cultural benefits .
2. According to UNWTO, the three key criteria to determine if a trip is
tourism include: displacement, purpose, and duration. Explain each criterion
According to UNWTO, the three key criteria to determine if a trip is tourism
include: displacement, purpose, and duration
Displacement: Tourism comprises the activities of persons traveling to and
staying in places outside their usual environment
Purpose: serve for leisure, business and other purposes.
Duration: at least 24 hrs and for no more than one consecutive year
3. According to UNWTO, what are the five main characteristics of tourism
1. Tourism arises from movement of people to, and their stay in various destinations
2. Therefore there are two elements in all tourism: the journey to the destination
and the stay including activities at the destination.
3.The journey and the stay take place outside the usual place of residence and
work, so that tourism gives rise to activities, which are distinct from those of the
resident and the working population of the places, through which the tourist travels and in which they stay
4. The movement to destinations is of temporary short-term character, with the
intention of returning to the usual environment within a few days, weeks or months
5. Destinations are visited for purposes other than taking up permanent
residence or employment remunerated from within the places visited.
4. Define tourist. What do they expect?
- UNWTO’s definition: Any person visiting a country other than that in which
he has his usual place of residence for any reason other than being interested in
an occupation remunerated from within the country visited. - The factors tourists expect: - Looked after and cared for , -
Visit places of interest, spend adequate time at such places -
Facility of transportation available, -
Not hurried or hustled against the preferred place, -
Suitable food to one’s tastes and health, - Experience the new places -
No risk to one’s person or belongings
5. The differences between inbound and outbound tourism:
- Inbound tourism: visits to a country by visitors who are not residents of that country.
- Outbound tourism: visits by residents of a country outside that country.
6. What is the difference between Travel and Tourism? Domestic and
International Tourist? A Tourist and an Excursionist?
- The activity of taking a long journey is referred to as travel. Tourism
encompasses both travel and tourism, although tourism has a distinct aim. It
refers to visiting a location for enjoyment.
- Domestic tourism refers to tourists who travel within a single country, whereas
international tourism refers to tourists who go to various countries.
- A tourist is a person who travels for pleasure rather than business, whereas an
excursionist is someone who participates in excursions.
7. In Covid-19 pandemic, what can be done to encourage more domestic
tourists? What can be done to encourage more inbound tourists?
In Covid-19 pandemic, to encourage more domestic tourists, we have to loose
some epidemic prevention measures in some localities as well as cumbersome
procedures, instead of quick procedures for domestic tourists to have more
opportunities to explore and experience domestic tourists, promoting the
development of domestic tourism.
In order to encourage more inbound tourists, we have to plan to welcome
international tourists back after the epidemic, develop a tourism advertising model of the home country. Assignment 2:
1. 3 benefits of tourism development: - Economic benefits. - Environmental benefits. - Socio-Cultural benefits .
2. According to UNWTO, the three key criteria to determine if a trip is
tourism include: displacement, purpose, and duration. Explain each criterion
According to UNWTO, the three key criteria to determine if a trip is tourism
include: displacement, purpose, and duration
Displacement: Tourism comprises the activities of persons traveling to and
staying in places outside their usual environment
Purpose: serve for leisure, business and other purposes.
Duration: at least 24 hrs and for no more than one consecutive year
3. According to UNWTO, what are the five main characteristics of tourism
1. Tourism arises from movement of people to, and their stay in various destinations
2. Therefore there are two elements in all tourism: the journey to the destination
and the stay including activities at the destination.
3.The journey and the stay take place outside the usual place of residence and
work, so that tourism gives rise to activities, which are distinct from those of the
resident and the working population of the places, through which the tourist travels and in which they stay
4 The movement to destinations is of temporary short-term character, with the
intention of returning to the usual environment within a few days, weeks or months
5. Destinations are visited for purposes other than taking up permanent
residence or employment remunerated from within the places visited.
4. Define tourist. What do they expect?
- UNWTO’s definition: Any person visiting a country other than that in which
he has his usual place of residence for any reason other than being interested in
an occupation remunerated from within the country visited. - The factors tourists expect: - Looked after and cared for, -
Visit places of interest, spend adequate time at such places -
Facility of transportation available, -
Not hurried or hustled against the preferred place, -
Suitable food to one’s tastes and health, - Experience the new places -
No risk to one’s person or belongings
5. The differences between inbound and outbound tourism:
- Inbound tourism: visits to a country by visitors who are not residents of that country.
- Outbound tourism: visits by residents of a country outside that country.
6. What is the difference between Travel and Tourism? Domestic and
International Tourist? A Tourist and an Excursionist?
- The activity of taking a long journey is referred to as travel. Tourism
encompasses both travel and tourism, although tourism has a distinct aim. It
refers to visiting a location for enjoyment.
- Domestic tourism refers to tourists who travel within a single country, whereas
international tourism refers to tourists who go to various countries.
- A tourist is a person who travels for pleasure rather than business, whereas an
excursionist is someone who participates in excursions.
8. In Covid-19 pandemic, what can be done to encourage more domestic
tourists? What can be done to encourage more inbound tourists?
In Covid-19 pandemic, to encourage more domestic tourists, we have to loose
some epidemic prevention measures in some localities as well as cumbersome
procedures, instead of quick procedures for domestic tourists to have more
opportunities to explore and experience domestic tourists, promoting the
development of domestic tourism.
In order to encourage more inbound tourists, we have to plan to welcome
international tourists back after the epidemic, develop a tourism advertising model of the home country.
Assignment 2: Vocabulary Review (p.32)
1-h: Facilities- Something that facilitates an action or process.
2-d: Accommmodation- The act of accommodating or the state of being accommodated; adjustment.
3-a: Stakeholder- One who holds the bets in a game or contest. One who has a share
or an interest, as in an enterprise.
4-b: Pilgrim- One who travels far, or in strange lands, to visit some holy place or shrine as a devotee.
5-i: Preference- The selecting of someone who or something over another or others;
The right or chance to so choose; Someone or something so chosen.
6-g: Budget- Ạn itemized summary of estimated or intended expenditures for a given
period along with proposals for financing them; A systematic plan for the expenditure
of a usually fixed reesource, such as money or time, during a given period.
7-f: Technique- A practical method, skill, or art applied to a particular task;
proficiency in a practical or mechanical skill.
8-e: Exploration- An organized trip into unfamiliar regions.
9-j: Enterprise- A business organization.
10-c: Symbiotic- A relationship of mutual benefit or dependence.
Assignment 3: Use your knowledge to explain the following characteristics of tourism products.
Intangible: Tourists cannot touch the tourism products, they have to go to the tourist destination to feel it.
Perishable: A product that cannot be sold today will lose its value on that day, and it
cannot be sold tomorrow to cover for today.
Composite product: Products are combined from many service providers. A product
is a complete experience of a visit to a particular place that includes services such as
transportation, accommodation, food, attractions, and so on.
Unstable demand: Tourism demand is affected by external factors, suppliers need to
diversify tourism products suitably to sell to tourists.
Risk: Easy to adventure, easy to be disappointed, depending on each person's
experience, who will have good travel products, who will feel not as good as rumored, so it is very risky.
Not homogenous/ Heterogenous: Over time, tourism products will change depending
on tourism needs or trends at that time, that depends on tourists and service providers,
so tourism products will be experienced and used differently.
Marketable: Those tourism products must be sold, must be marketed, have specific marketing strategies.
Absence of ownership: Tourists don't own anything but have to pay to use it. They
buy tourism products, in fact, they are buying experiences.
Fixed supply in short run: In a short time, there are only so many products to
provide to customers. And if demand remains high for a long time, the supplier will
add more products to satisfy customers. U NIT3
: GENERAL ISSUES OF PSYCHOLOGY OF TOURISM
Assignment 2: Briefly answer the following questions:
1. What is “psychology of tourism”?
Psychology of Tourism is a branch of psychology studying the phenomena ,
characteristics , rules, and mechanisms of human (individuals and groups ) in
tourism activities to meet the needs of travelers and travel suppliers.
2. What are the objectives of psychology of tourism?
Psychology of Tourism’s duties are to answer the specific questions, as follows:
- Is the client-tourist satisfied with the service offered?
- Do tour operators have adequate training?
- What motivations does a tourist have when choosing a particular destination rather than others?
- How can a tourist’s choices be influenced? If yes, how are they affected?
→ Psychology of tourism : Researches the differences in the psychology of
tourists in tourism activities, which is clearly shown by their acts, gestures,
attitudes, and feelings. Studies ethnic, cultural characteristics and beliefs of
different groups of tourists, which helps make tourism business create products
and services that fit and meet the needs of visitors.
3. How many approaches may tourist behavior be examined? What are they?
Tourist behavior can be examined by three modes of approach which consider
both tourism cultural and interpersonal factor and its individual cognitive factor.
1. Social Psychology of Tourism
2. Environmental Psychology of Tourism
3. Cognitive Psychology of Tourism
4. Why does the study of psychology of tourism play a crucial role in
the success of a tourism industry?
Because studying these dynamics aims at making contributions to the
improvement in real practice. However, it is still not made used systematically
by many tourism providers; hence, this area needs more attention and research
so that it can help upgrade the quality and gain more benefits from this sector.
Besides, Psychology of Tourism also studies the psychological phenomena of
tourists, officials and employees of the tourism industry, finding out their
psychological characteristics and psychological laws. Research the
psychological phenomena commonly encountered in tourism and the
mechanism of evolution such as needs, motives, preferences, tastes... of tourists.
In addition, Psychology of tourism is a practice facility, providing an
understanding of the psychological life of man in the field of tourism business.
UNIT 5: TOURIST PSYCHOLOGY AND CONSUMER BEHAVIOR
Assignment 1: Briefly answer the following question:
1. What are ‘tourists’ needs/demands’? Analyze the reasons resulting in the
current increasing demand for tourism (U5 Part 1, p.51)
Tourism need/demand is a special and synthetic demand of human. This need is
formed and developed on the physiological (movement) and the spiritual
(needs rest, self-assertion, cognition and communication) basis.
In the modern society, tourism need is growing because of the following factors:  Popular traveling trend
 Low number of family members
 High liquidity, reduced travel costs
 Increasing intellectual level  Urbanization  More leisure time  Higher standard of living  New trends in tourism
 Friendly relations, peace between nations
2. What are two main sources of demand for tourism? (U5 Part 1, p.51)
The formation process of tourists’ needs of tourists takes place in two stages:
Stage 1: The formation of the common needs for tourism such as:
 Daily life stress and fatigue
 The requirements for the inquiry, study and exploitation
 The demand of exchange and trade
 Appealing commercials, advertisements
Stage 2: The formation of human specific needs such as:
 The demand for knowledge about tourism destinations
 While traveling, people also raise the needs for other services
3. What are some types of tourists’ needs? ((U5 Part 1, p.52) Transportation Residence and Eating Beauty and Entertainment
Other needs………………..
→ In real life, human needs are infinite. Corresponding service arise as travel
activities occur, such as purchasing souvenirs and local products, consumer
goods, having information and communication services, doing laundry, and receiving healthcare.
4. What is tourism motivation? List some motivations for tourism (U5 Part 1, p.52-53)
Tourist motivation can be defined "as the global integrating network of
biological and cultural forces which gives value and direction to travel choices, behavior and experience". Some motivations for tourism:  recreation  pleasure  new experiences  cultural interest  shopping
5. Briefly explain “push motives” and “pull motives”. What are their roles in
tourist consumer behavior? (U5 Part 1, p. 53)
Push motives as the needs for relaxation, exploration, social interaction and
enhancement of kinship relationships act as dominant in the vacation decision.
Pull motives are aroused by the destination and include factors like scenic
attractions, historical sites.
Their roles in tourist consumer behavior:
Push factors are thought to establish the desire for travel.
Pull factors are thought to explain actual destination choice.
6. What are the five stages of the consumer buying behavior process? (U5 Part 2, p.59-60)
 Need recognition/Problem recognition  Information search
 Evaluation of Alternatives  Purchase decision  Post-purchase behavior
7. What is consumer psychology? (U5 Part 2, p.58)
Consumer psychology was defined as the scientific study of the behavior of consumers .
They also emphasize the significance of the cognitive consumer as a basis for
this scientific understanding of consumer behavior in that “consumer choice is
portrayed as an ego-involving sequence of cognitive and affective changes
which precede and predetermine the purchase/no purchase outcome”.
8. What is tourist consumer behavior? Why is knowing about tourism
consumer behavior important to tourism businesses? (U5 Part 2, Slide + p.61)
Consumer behavior is the process and activities people engage in when
searching for, selecting, purchasing, using, evaluating, and disposing of
products and services so as to satisfy their needs and desires.
Knowing about tourism consumer behavior important to tourism businesses
because consumer behavior is the key to the underpinning of all marketing
activity which is carried out to develop, promote and sell tourism products. An
understanding of consumer behavior is therefore crucial to make marketing activity more successful.
9. Present at least 05 influential factors in tourist consumer behavior (U5 Part 2, p.61-65)
 Personal factors: age, income, occupation, lifestyle, personality.
 Psychological factors: motivation, perception, learning, beliefs and attitude.
 Cultural factors: culture, sub-culture, social class.
 Social factors: family, reference group, role and status.
 Economic factors: personal income, family income, income
expectations, consumer credit, liquid assets, savings.
10. What is tourist satisfaction? (U5 Part 2, p.70)
In tourism industry, tourist satisfaction is described as “ the result of the
interaction between a tourist’s experience in the destination area and the
expectations he/she had about the destination”.
Assignment 3: True or False?
1. The sole goal of psychology is to understand individuals and groups by both
establishing general principles and researching specific cases. F
2. Social psychology can explain all of our social problems. F
3. Social psychology is a subfield of psychology. T
4. Our behaviors are greatly affected by environmental and situational variables. T
5. A person’s behavior is a good and right indicator of their personality. F
6. Psychology tends to be eclectic, i.e. it lies at the intersection of many other
different disciplines like biology, medicine, linguistics, …T
7. Sociologists focus more on the institutions and cultures that affect how people behave. T
Assignment 5: Answer the following questions:
Question 1. Grey Tourism is tourism by A. Cultural Tourists B. Senior Citizens C. Snow Birds D. Eco Tourists
Question 2. UNESCO stands for…
A. United Nations Educational, Scientific, and Cultural Organization
B. United Nations Environment, Scientific, and Cultural Organization
C. United Nations Educational, Social, and Cultural Organization
D. United Nations Educational, Scientific, and Civic Organization
Question 3. Domestic tourism embraces those travelling A. Within their own country B. Outside their own country C. To overseas islands D. On overseas cruises Question 4. Tourism is:
A. The movement of people, spatially and temporarily, out of their own
communities for leisure and business purposes.
B. Any movement of people out of their homes longer than for 24 hours
Question 5. A sustainable approach to tourism development is of vital importance for:
A. All countries developing tourism
B. Mainly the Mediterranean region, because it is the world's leading tourist
destination and among the earth's most endangered ecoregions
C. Mainly East Asia and the Pacific as economically less developed, but fast growing tourism destination
Question 6. Sustainable tourism does NOT aim primarily at:
A. The integration of local people in tourist operation or development
B. Strong commitment to nature conservation
C. Profit for big tour operators D. Social responsibility
Question 7. Socio-cultural benefits of sustainable tourism do NOT include
A. Strengthening of communities
B. Strengthening of local culture and traditions
C. Better understanding between peoples and cultures
D. Higher mobility of the local labor market
Question 8. A typical feature of tourism is that
A. The tourist spot is popular and attractive
B. Tourists have to pay lots of money to visit various tourist spots
C. The tour operator helps its customers
D. Tourists have to be physically transported to tourist spots
Question 9. What long-term factors will affect demand for tourism A. Demographic changes
B. The amount of leisure and holiday time available
C. Economic performance of the main generating countries D. All of the above PART 2: ỨNG DỤNG
UNIT 2: WHAT IS TOURISM?
9. In Covid-19 pandemic, what can be done to encourage more domestic
tourists? What can be done to encourage more inbound tourists?
In Covid-19 pandemic, to encourage more domestic tourists, we have to loose
some epidemic prevention measures in some localities as well as cumbersome
procedures, instead of quick procedures for domestic tourists to have more
opportunities to explore and experience domestic tourists, promoting the
development of domestic tourism.
In order to encourage more inbound tourists, we have to plan to welcome
international tourists back after the epidemic, develop a tourism advertising model of the home country.
Assignment 3: Watch the following video on top 10 travel trends in 2021
predicted by Mojo Travels. Which travel trend do you believe will become
dominant by the time you graduate?
https://www.youtube.com/watch?v=fHY3wqqlPLE
The Covid-19 pandemic has had a significant impact on all aspects of social and
economic life. Particularly in the tourism industry, health and safety concerns
are the primary focus and concern of tourists when selecting a destination and mode of transportation.
Many Vietnamese tourists choose to travel domestically at the start of 2022, to
places that can meet new requirements in the context of the pandemic.
Currently, our country has a good handle on the Covid epidemic. The majority
of people have received three doses of vaccine. Visitors also adhere to the 5K
message while traveling. It could be said that, at present and for the next few
months, Vietnam remains a safer place than many other countries. For example,
the number of Covid-19 cases in Europe increased again about a month after
many countries in the region began to relax epidemic prevention measures such
as wearing masks in public. Countries such as the United Kingdom, France,
Germany, Austria, and Italy have all seen a resurgence of the disease wave in
recent days, with a sharp increase in the number of cases. Some Asian countries
are still being COVID-19 hotspots when recording a high number of new cases,
of which the worst-affected countries are South Korea and China.
Despite the fact that difficulties and obstacles for the tourism industry continue
to pile up, recent adaptation efforts by both the political system, business
community and local people have brought positive signals, making an important
contribution to helping the tourism industry recover and develop more
sustainably in the coming time.International tourism will take a long time to
recover, so domestic tourism will continue to play an important role in
Vietnam's tourism industry's recovery.
Assignment 4: Google or create an infographic relating to what you learned
today. The infographic could be about:
Tourism - Definition, classification and impacts
The tourism industry and sectors involved
Tourists - Definitions, characteristics and expectations
Assignment 4: Briefly answer the following questions:
1. Give examples of something you pay for that are intangible.
2. Define tourism product. Give some examples.
3. Define tourism market. Why is it vital that tourism stakeholders know their target market well? Answer: 1. Examples:
When traveling to Dalat, I rent a homestay and stay there. The owner there is very
friendly and gets along with me. In addition, the homestay is very well decorated
and the services provided to me are very comfortable and convenient. The
intangible thing that I have to pay for is the satisfaction with the host's attitude and
the quality of the services you have experienced.
2. A tourism product is something that can be offered to visitors or tourists
visiting a destination that is not their primary place of residence. A tourism
product is often developed and established to the physical and psychological
satisfaction to meet the needs of tourists interested in the specific destination in which it is offered.
Ex: - Experience with housing, natural and cultural attractions, entertainment,
transportation, catering, hosts etc.
- The facilities and services of the accommodation establishment, shopping places
and their wares, restaurants, food, local tours and security.
- The fiesta and festival, tourist spot, and accessibility experiences. Fishing trips,
hunting excursions, sightseeing trips, museums, cultural centres, arts and crafts
stores, or Indigenous cultural experiences.
3. * Tourism market is a combination of tourist generating area, journeys by
tourists and the volume of travel. It is a combination of actual or potential tourists
who buy or tour or could tour or buy or it is the actual and potential demand for a
tourism product based on a specific tourism motivation or purpose.
* Adequate knowledge of markets makes possible for you to tailor your products
and marketing programs or service to suit each segment you intend to cater to.
Understanding the market is extremely important, it means understanding the
place, goods, consumer preferences, demand, available opportunities, and the
enterprise of selling and buying.
UNIT 5: TOURIST PSYCHOLOGY AND CONSUMER BEHAVIOR
Assignment 2: Application questions (Write at least 200 words for each question)
1. Why is word-of-mouth advertising the most important kind of advertising,
especially in the information era today?
In advertising or marketing, word-of-mouth advertising is the factor that has the most
influence on consumers' purchasing decisions. Compared with other forms of
marketing, word-of-mouth brings much higher sales efficiency. Today, with the
support of technology, word-of-mouth advertising is increasingly growing,
information is shared at breakneck speed, and easily accessible to millions of people.
Firstly, word-of-mouth marketing is the most valuable source of marketing because
consumers trust their friends. Advertising has become so popular with forms such as
handouts, game shows, etc. However, with the timid mentality, these forms of
advertising can no longer convince consumers. Therefore, they tend to trust
recommendations from friends and family. Secondly, with the emergence of e-
commerce platforms such as Shopee, Tiki, or Lazada, word-of-mouth advertising has
also become more popular and convenient. Through shopping on these applications,
users can see the reviews or experiences of previous consumers, thereby trusting and
making a decision whether to choose to buy the product or not. In addition, word-of-
mouth advertising is not always effective. It is also a double-edged sword. Consumers
can tell others about their satisfaction when using a certain product or service, and
they can also tell many other people about their bad experiences. Word-of-mouth
advertising always has both positive and negative sides. In short, the most important
thing about using word-of-mouth marketing is to build genuine trust. This depends a
lot on the quality of the product as well as the advertising plan of the business. If a
product is over-advertised and not true to the truth as well as the quality it brings, it
will adversely affect the image of the business. Therefore, to build a successful word-
of-mouth advertising campaign, businesses need to have certain principles.
2. Do you agree with the saying “The customer is always right?” (Hint:
Think about service quality and customer satisfaction
To answer this question I think we should stand in the position of business people.
From there, we can look at the problem from two perspectives. One aspect from the
customers and another aspect from the staff.
For customers who accept to use our services and products, they always have the
mentality of wanting and having to be prioritized and cared for. So how do we make
our customers feel right in case they're right and even if they're wrong, they'll be
satisfied and to continue using our services. When an unfortunate problem occurs, of
course most customers will think they are right. For example, in a restaurant, a guest
with a group of friends was having a passionate conversation when he bumped into a
waiter holding food. Everyone knew that the guest was the one in the wrong when the
waiter intentionally stepped aside but the guest still bumped into him. The guest yelled
and blamed the staff. What can we do to keep both customers who will use our
services and employees who are contributing to our company? The first thing, we
need to relieve the stressful atmosphere to avoid affecting other guests. The next step
is to solve the guest's problem, perhaps to calm them down. Then there's no need to
make it clear whether it's the guest's fault or the staff's fault, just deal with the problem
as gently as possible, apologize to the guest, and get them back. For employees, after
all, there should be a few questions to ask and care, help employees sympathize and
understand that as a business, it is necessary to prioritize customers first. If the
situation worsens, the guest asks to be fired or does not respect the staff, I will choose
to side with the staff and respect the guest, because the staff will be my loyal and
devoted person in the future, with that I hope they can work better.
I don't think it's always necessary to insist on "the customer is always right". It is
important to solve the problem so that there can be harmony between customers and
employees. And if we have to choose between the two, we should accept the matter of respecting the truth.