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The sequence of customer service recovery,
"LATTE" and "LEARN" and the original "CLEAR"

#hospitalitydd #hospitality

At Starbucks, the customer service recovery sequence spells LATTE.

Listen to the customer
Acknowledge the problem/situation
Take action and solve the problem
Thank the customer

The service recovery sequence at Marriott spells LEARN:

Listen
Empathize
Apologize
Respond
Notify

The service recovery sequence at hospitality deep dive (Together Towards Quality Service master class #ttqsworkshop)spells CLEAR:

Calm down the situation
Listen
Empathy
Apologize
Reassured

What's is your customer service recovery sequence? Please do share with us.
Or
Come up with one right now, honestly speaking, I just cane up with "clear" after I saw "latte" and "learn"

And trying also to be more creative in creating such sequence by not starting with "L" to listen instead I started with "C"
Calm down the situation first.

I bet you won't be able to listen to anything if customer is shouting and cursing.

#customerservicetraining #customerloyalty #customercentric #customercentricity

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Hospitality Deep Dive
#hospitalitydd #hospitality
Do you know that the hospitality industry is an exceptional industry? Why?
Because this industry is not run by organisations, people or money. The hospitality industry #hospitalityindustry is run by the trust.

What?. Yes, it's true.
T. R. U. S. T.
You don't sleep anywhere, don't you?, we are comfortably sleep at home, a place where we trust is safe and comfortable. We eat our food from trusted source and cook, making sure is clean and safe to eat too.

As soon as you checked in a hotel, that's a green light indicating trust is "On" between you and the hospitality team to take care of your safety and comfort.

Same when eating out. Visiting dine ins / restaurants / Fast food.

“Trust: The reputation of a thousand years may be undermined by the conduct of one hour. “ Japanese Proverb

It's very important to know that, the trust must be established between the organization, management, team and individuals so that can be spread to guests / customers.
Customer Centric Culture
Together Towards Quality Service (TTQS) #ttqsworkshop #business #success #culture #leadership #customercentric #customerfocus #guestexperiences #strategicleadership #hospitalitycareers #hospitalitytraining

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