In a previous posting I have discussed this and I have produced a document for you to share.
In this post are the Teaching Aids to assist you.
Sorry - Wai
Sorry - Listen
Sorry - How to fix
Sorry - Okay?
Sorry - Fix it
Sorry - Check it
Sorry - Keep a record
Everyone's happy
conversation practice + apologising
This is to ensure that you apologise to your guest properly.
Outline: What are the steps.
1) Wai the guest
2) Say "Sorry"
3) Confirm what the problem was
4) Tell the guest how you are going to fix it
5) Check that this is okay with the guest
6) Confirm with the guest that this is what you will do
7) ........ get it done .........
8) Contact the guest that it was done
9) Make a record of the incident
10) Now the guest is happy and the Management are aware
1) Wai the guest
2) Say "Sorry"
3) Confirm what the problem was
4) Tell the guest how you are going to fix it
5) Check that this is okay with the guest
6) Confirm with the guest that this is what you will do
7) ........ get it done .........
8) Contact the guest that it was done
9) Make a record of the incident
10) Now the guest is happy and the Management are aware
These plans are all available for you to use - they are pdf files which can be viewed.
These plans are all available for you to use - they are pdf files which can be viewed.
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