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L.A.S.S.I.E Service Recovery Process

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Questions and Answers

What is the first step in the L.A.S.S.I.E Service Recovery process?

Solutions Offered
Initiate Action
Listen (correct)
Apologize

What does the 'A' stand for in the L.A.S.S.I.E Service Recovery process?

Assume
Adapt
Apologize (correct)
Accommodate

What should be done when addressing guest complaints?

React defensively and personally to complaints
Address complaints with urgency and positivity (correct)
Make excuses to justify the situation
Avoid listening to guest complaints

How can paying attention to details help in offering superior hospitality?

By foreseeing situations and fulfilling guests' needs promptly (D) Signup and view all the answers

What is the last step in the L.A.S.S.I.E Service Recovery process?

Ensure Satisfaction (B) Signup and view all the answers

What is a crucial aspect of actively listening to guests?

Recapping and summarizing what has been communicated. (B) Signup and view all the answers

What is emphasized regarding the guests' dining experience?

Guests remember disappointment more than delight. (A) Signup and view all the answers

Why is it important to minimize instances of disappointment in guests' dining experiences?

Because every moment matters to the guest. (D) Signup and view all the answers

Who is responsible for contributing to guests' dining experience, according to the text?

Every team member, including dishwashers and runners. (B) Signup and view all the answers

What can a simple smile and greeting from any team member do for guests?

Exceed guests' expectations and enhance their overall experience. (D) Signup and view all the answers

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