In running a business, you have to understand that no one is perfect, things will sometimes not go the way that they are planned, and mistakes will be made. This is the reason that business need to have a solid service recovery plan in place. What is service recovery? It a system for dealing with customer complaints by acknowledging them, listening to the customer, being empathetic, and not just sweeping them under the rug. By learning the importance of PDCA, plan, do, check, act, a business can better come up with a proper service recovery plan for any situation they may come across. There are many different systems and plans that a company can come up with, one of the most popular is the G.U.E.S.T system.
G.U.E.S.T stands for Greet, Understand, Educate, Satisfy and Thank and is a way to better understand the way that a business should go about handling a customer complaint. Greet is first, as it is the first thing that you should do. With a proper greeting, handshake, and properly recognizing the customer, a manager can set the stage for …show more content…
One scenario where this could take place is what happened when Romantic Rob’s evening plans where ruined due to some issues at the establishment. Romantic Rob took his date and hopefully future wife, Bombshell Betty, out to a lovely dinner where he planned on proposing to her. The dinner started of fine, the service was a bit slow, but the lovebirds barely noticed. Next the food came out and Betty’s fish was a bit undercooked, the server noticed and apologized, getting a new dish promptly. Next came dessert where his grandmother’s ring was supposed to be place in a slice of cake. Rob waited while she ate the cake, hoping she would notice the ring so he could pop the question that have been on the tip of his tongue all night. But there was no ring, what went wrong and how could this be
G.U.E.S.T stands for Greet, Understand, Educate, Satisfy and Thank and is a way to better understand the way that a business should go about handling a customer complaint. Greet is first, as it is the first thing that you should do. With a proper greeting, handshake, and properly recognizing the customer, a manager can set the stage for …show more content…
One scenario where this could take place is what happened when Romantic Rob’s evening plans where ruined due to some issues at the establishment. Romantic Rob took his date and hopefully future wife, Bombshell Betty, out to a lovely dinner where he planned on proposing to her. The dinner started of fine, the service was a bit slow, but the lovebirds barely noticed. Next the food came out and Betty’s fish was a bit undercooked, the server noticed and apologized, getting a new dish promptly. Next came dessert where his grandmother’s ring was supposed to be place in a slice of cake. Rob waited while she ate the cake, hoping she would notice the ring so he could pop the question that have been on the tip of his tongue all night. But there was no ring, what went wrong and how could this be