1.

Listen: Truly listen to the other person without interrupting or formulating your
response while they speak. Pay attention to their words, tone, and body language
to understand their perspective fully.
2. Empathize: Put yourself in the other person's shoes and try to understand their
feelings and emotions. Empathy builds connection and fosters understanding, even
in the midst of conflict.
3. Acknowledge: Acknowledge the other person's feelings and experiences, even if
you don't agree with them. Validation can go a long way in resolving conflicts and
repairing relationships.
4. Reflect: Reflect on your own thoughts, feelings, and actions in the situation.
Consider how your behavior may have contributed to the conflict or
misunderstanding.
5. Negotiate: Work together to find a mutually agreeable solution. This may involve
compromising, finding common ground, or brainstorming creative solutions to
address the underlying issues.
By following these steps and using LEARN, you can effectively resolve conflicts and
repair relationships by fostering understanding, empathy, and collaboration.
Services Recovery:

Service recovery refers to the actions taken by a company or service provider

to resolve a customer's complaint or dissatisfaction with their experience. It's
an essential aspect of customer service aimed at retaining customer loyalty
and satisfaction, even in the face of problems or errors.

Sign of compaining for services recovery:

Signs of complaining from a customer can vary, but here are some common
indicators:
1. Expressing Dissatisfaction: Customers may directly express their
dissatisfaction with a product or service. This could be through verbal
complaints, emails, online reviews, or social media posts.
2. Body Language: In face-to-face interactions, customers might exhibit negative
body language such as frowning, crossed arms, or avoiding eye contact,
indicating their displeasure.
 3. Reduced Engagement: Customers who are unhappy with their experience
may disengage from further interactions with the business or become less
responsive.
4. Repeated Issues: If a customer experiences the same problem multiple times
or encounters a pattern of poor service, they are likely to voice their
complaints.
5. Requests for Refunds or Compensation: Customers may request refunds,
discounts, or other forms of compensation as a result of their dissatisfaction.
ROLE OF SERVICES RECOVERY IN HOSPITALITY
In the hospitality industry, where customer satisfaction and loyalty are paramount,
service recovery plays a crucial role in maintaining and enhancing the guest
experience. Here's how service recovery contributes to the success of hospitality
businesses:

Retaining Guest Satisfaction: Service recovery ensures that any issues or complaints
raised by guests are promptly addressed and resolved to their satisfaction. By
effectively managing problems, hospitality businesses can prevent negative
experiences from overshadowing the overall guest stay and maintain high levels of
satisfaction.
HOW TO USE LEARN MODEL IN SERVICES RECOVERY
By integrating LEARN models into service recovery processes, businesses can
enhance their ability to listen to customers, empathize with their concerns,
acknowledge their feedback, propose effective solutions, and keep them informed
about the resolution progress. This approach not only improves customer satisfaction
but also streamlines the service recovery workflow and enhances operational
efficiency

LEARN:
Listen – Empertize - Appologize - Response – Notify

Certainly! Let's use the LEARN model you provided to resolve the scenario with Mr.
Simon:
1. Listen: The staff should have actively listened to Mr. Simon's questions,
despite the difficulty in understanding his accent. They should have focused on
comprehending his needs and concerns rather than dismissing them due to
communication barriers.
 2. Empathize: After listening to Mr. Simon's inquiries, the staff should have
empathized with his frustration and inconvenience. They should have put
themselves in his shoes and recognized how challenging it must be for him to
communicate effectively in a foreign environment.
3. Apologize: Once the staff acknowledged Mr. Simon's frustration and
difficulty, they should have apologized sincerely for the inconvenience caused.
They could have expressed regret that they were unable to understand him
effectively and assured him that they would do their best to assist him.
4. Response: After apologizing, the staff should have taken proactive steps to
address Mr. Simon's inquiries. This could involve finding alternative methods
of communication, such as writing down his questions or using translation
tools, to ensure that he could effectively communicate his needs regarding the
cheese counter.
5. Notify: If Mr. Simon's frustration escalated to the point where he requested to
speak with a manager or supervisor, the staff should have promptly notified the
appropriate person to intervene and assist in resolving the situation. The
manager or supervisor could have then stepped in to ensure that Mr. Simon's
concerns were addressed promptly and satisfactorily.
By applying the LEARN model—listening, empathizing, apologizing, responding,
and notifying—the staff could have effectively diffused the situation with Mr. Simon
and provided him with the assistance he needed, ultimately enhancing his experience
at the restaurant.