In which of these instances is the hotel staff member communicating positively?
a.
a restaurant manager greets customers mechanically at the entrance.
b.
a front desk clerk tells guests at check-in that their message did not mention that they wanted a room overlooking the pool.
c.
a busy clerk avoids eye contact with waiting guests.
d.
a telephone operator apologizes for not having the required information, but promises to call the guest back as soon as possible.
e.
a chef responds to a guest’s complaint by stating that no one has ever complained about the quality of the food.