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  • Apologizing For Mistakes

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    parvender rawat
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    The document provides guidance on apologizing for mistakes made in a service setting. It advises asking the guest about the problem, apologizing sincerely and taking responsibility without blame, offering a solution, following up to ensure satisfaction, and informing management of the issue. Apologizing properly is important to retain customers and maintain a positive impression of service quality.

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    ApologizingForMistakes

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    The document provides guidance on apologizing for mistakes made in a service setting. It advises asking the guest about the problem, apologizing sincerely and taking responsibility without blame, offering a solution, following up to ensure satisfaction, and informing management of the issue. Apologizing properly is important to retain customers and maintain a positive impression of service quality.

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    © All Rights Reserved
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    2 views2 pages

    Apologizing For Mistakes

    Uploaded by

    parvender rawat
    The document provides guidance on apologizing for mistakes made in a service setting. It advises asking the guest about the problem, apologizing sincerely and taking responsibility without blame, offering a solution, following up to ensure satisfaction, and informing management of the issue. Apologizing properly is important to retain customers and maintain a positive impression of service quality.

    Copyright:

    © All Rights Reserved
    Download as DOC, PDF, TXT or read online from Scribd
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    of 2

    APOLOGIZING FOR MISTAKES

    Explanation:

    What
     Everything that must be done for apologizing for a mistake that has been made.

    Why It’s Important


     A mistake that is not properly rectified will keep guests from using our services
    again.
     A mistake that is unapologized will give people the impression service is an
    inconvenience rather than the convenience that it really is.
     To show importance of not making a mistake

    How

     If unsure of the problems, ask the guest what is wrong


     When made aware of mistakes, apologize with real concern and sincerity for the
    error.
     Give quick short reasons for error. Do not place blame on objects or particular
    people.
     Ask the guest how the best way to solve his/her problem will be.
     Suggest a proper solution if guest is undecided.
     Give guest impression this is your main concern.
     Make sure solution is fully understood by trainee.
     Tell guest how long it will take to be rectified.
     Have server call to see if solution was satisfactory.
     Inform management of entire situation.

    Apologizing for Mistakes Page 1 of 2


    Revised: January 24, 2007
    Apologizing for Mistakes Page 2 of 2
    Revised: January 24, 2007

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