Exam 13: Fixing Service Failures

Employees should be encouraged and even rewarded for soliciting and reporting service failures even if they are their own failure.

When guests make mistakes themselves like trip over their own feet and fall, it is best to make light of the incident and have a good laugh with them to diffuse the situation.

The company's worst-case scenario is called a/an

No matter how the recovery is handled, the original failure is always more important to the company.

Alberto's New York Sirloin, ordered medium, was brought out overcooked. Unfortunately, this meant he would have to wait for another steak to be cooked and they had tickets to a play. The staff promised they could get the steak out quickly, but when the new steak came out it was extremely rare. The service recovery plan was to simply not charge Alberto for his meal that he never ate. However, they still charged him for his 2 cocktails. This type of justice is

The best way to ensure that someone acts, and acts quickly, following a failure is to empower the front line.

An unhappy customer can do any one or a combination of which four things?

A dissatisfied guest can do any of the following. From the organization's perspective, which is WORSE?