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    daudi edward nkwabi
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    The guest was downgraded from a suite to a standard room upon arrival at a hotel, despite having booked and paid for a suite. To resolve the complaint and restore satisfaction, the manager would apologize, provide a partial refund along with complimentary upgrades like breakfast, early check-in or late check-out. For the damaged online purchase, the customer service representative would apologize, offer a full refund or replacement, and possibly reimburse shipping costs to ensure future business and positive customer experience.

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    The guest was downgraded from a suite to a standard room upon arrival at a hotel, despite having booked and paid for a suite. To resolve the complaint and restore satisfaction, the manager would apologize, provide a partial refund along with complimentary upgrades like breakfast, early check-in or late check-out. For the damaged online purchase, the customer service representative would apologize, offer a full refund or replacement, and possibly reimburse shipping costs to ensure future business and positive customer experience.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    7 views1 page

    V 5

    Uploaded by

    daudi edward nkwabi
    The guest was downgraded from a suite to a standard room upon arrival at a hotel, despite having booked and paid for a suite. To resolve the complaint and restore satisfaction, the manager would apologize, provide a partial refund along with complimentary upgrades like breakfast, early check-in or late check-out. For the damaged online purchase, the customer service representative would apologize, offer a full refund or replacement, and possibly reimburse shipping costs to ensure future business and positive customer experience.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    of 1

    1.

    You are a manager at a renowned hotel chain, and a guest has approached you with a complaint about their
    recent stay. The guest had booked a suite but upon arrival, they were informed that the suite was
    overbooked and they were downgraded to a standard room. The guest is unhappy with this situation and
    demands compensation for the inconvenience. Explain the steps you would take to apply the concept of
    service recovery to resolve this issue effectively. Provide specific examples of service recovery strategies
    you would employ to address the guest's complaint and restore their satisfaction.

    2. You are a customer service representative at a popular online shopping website. A customer has contacted
    you to report a problem with a product they recently purchased. The customer explains that the product
    arrived damaged and does not function as expected. The customer is disappointed and wants a prompt
    resolution. Apply the concept of service recovery to outline the steps you would take to handle this
    situation. Describe the actions you would take to address the customer's complaint, restore their confidence
    in the company, and ensure their satisfaction.

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