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Make it Right

Published on Mar 29, 2016

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PRESENTATION OUTLINE

1.

Make it Right

Service Recovery and Problem Resolution
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2.

Aims and Objectives

What do we want to achieve from this session?
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3.

Empowerment

What does this mean?
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4.

H.E.A.R.T

Key Steps to Make it Right!
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5.

Hear

Actively listen, maintain eye contact during the discussion
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6.

Empathise

Be genuine with your apology
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7.

Apologise

Saying the right thing
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8.

Resolve

Solutions not Problems
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9.

Thank

Thank the guest for allowing us to Make it Right!
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10.

Use the Pineapple!

Key points to record service issues 
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11.

What is the issue?

Be specific - what is the guest telling you?
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12.

What did you do?

Who did you tell? Who helped?
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13.

How was it resolved?

What did you offer? How was it left?
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