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