What does the LEARN model stand for?

• Listen, Evaluate, Apologize, Resolve, Notify

• Listen, Empathize, Acknowledge, Resolve, Notify

• Listen, Empathize, Apologize, Resolve, Notify

• Learn, Empathize, Apologize, Resolve, Notify

What is the first step in the LEARN model?

• Notify

• Empathize

• Apologize

• Listen

Which of the following is NOT a tip for effective listening?

• Maintaining Eye Contact

• Nodding and Appropriate Facial Expressions

• Interrupting the guest

• Asking Clarifying Questions

What should you do to show empathy?

• Focus solely on solutions

• Ignore the guest's concerns

• Make excuses for the situation

• Acknowledge the guest's feelings

What is a key difference between empathy and sympathy?

• Sympathy is more effective than empathy

• Empathy is less important than sympathy

• Empathy understands; sympathy offers comfort

• Empathy offers comfort; sympathy understands

What is an effective way to apologize?

• Use a vague tone

• Be specific about what you are apologizing for

• Avoid acknowledging the guest's feelings

• Shift blame to the guest

What should you do after resolving a complaint?

• Ignore the guest's concerns

• Document the complaint only if it is serious

• Follow up with the guest to ensure satisfaction

• Forget about the guest's feedback

Which of the following is a way to resolve a guest's complaint?

• Dismiss the guest's concerns

• Offer appropriate compensation or goodwill gesture

• Avoid discussing the issue

• Tell the guest to calm down

What is the purpose of notifying the guest after a resolution?

• To reinforce the hotel's commitment to customer service

• To shift blame to the guest

• To ignore the guest's feedback

• To avoid further communication

What should you avoid when listening to a guest?

• Nodding in agreement

• Asking clarifying questions

• Maintaining eye contact

• Interrupting the guest