A visitor completes an online survey after visiting a South African tourist attraction. The visitor gives the attraction a high overall rating but suggests providing more information in different languages. From the visitor's feedback, the management of the attraction can conclude that ...

97. The visitor gave a high overall rating but suggested providing information in different languages. This feedback indicates an opportunity to enhance the experience for a broader audience.

• C multilingual information could improve the visitor experience.

98. Poorly trained staff often lack the necessary knowledge or consistent procedures, leading to varied and sometimes incorrect information being given to customers.

• A customers receiving inconsistent information.

99. Consistently fulfilling a promise, such as responding to enquiries within 24 hours, demonstrates reliability and professionalism. This builds confidence in the service provider.

• A build customer trust and encourage repeat business.

100. When a staff member dismisses a customer's complaint by saying "That is not my problem," it shows a disregard for the customer's feelings and the issue they are facing.

• C a lack of customer care towards the passenger.