Service Recovery

Guest loyalty cannot be______________.

• delivered

• bought

• switched

• analyzed

Guest loyalty has to be earned by eliminating any source of

• anger

• regret

• dissatisfaction

• debate

One must listen with the intent to hear.

• TRUE

• FALSE

When listening you must

• Stay focused, maintain eye contact, and do not interrupt

• maintain eye contact and continue your duties and nod your head in agreement

• stay focused, maintain eye contact, and interrupt for clarity.

• stay focused, nod your head and do your duties

When you acknowledge the guest you are showing empathy.

• TRUE

• FALSE

You must justify the question for the guest, so that they can see they are wrong.

• TRUE

• FALSE

When offering solutions offer two options for guests to choose from.

• TRUE

• FALSE

The guest must be satisfied with all resolutions given.

• TRUE

• FALSE

There are five steps in excellent guest recovery in the breakfast attendant guidelines

• TRUE

• FALSE

A limited amount of guest issues must be identified, investigated, and resolved.

• TRUE

• FALSE