RST-038STANDARD PREVIEW
Service recovery
Recover service failures using the recovery ladder so guests leave feeling heard, fixed, and genuinely cared for.
Why This Matters
Recovery is the ladder in order: apologize, fix it now, follow up, and offer a gesture last. Teams that lead with comps teach guests to complain for discounts; teams that lead with sincerity and speed turn failures into loyalty. Order matters more than generosity.
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