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Turn guest disappointment into trust with a five-step service recovery: listen, acknowledge, apologise, resolve and follow up.

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Has discount
Expiry period	Lifetime
Made in	English
Last updated at	Fri Sep 2026
Level	Beginner
Total lectures	4
Total quizzes	4
Total duration	00:29:00 Hours
Total enrolment	0
Number of reviews	0
Avg rating
Short description	Turn guest disappointment into trust with a five-step service recovery: listen, acknowledge, apologise, resolve and follow up.
Outcomes	Recognise possible signs of disappointment and check them respectfully Apply the five-step recovery: listen, acknowledge, apologise, resolve and follow up Use body language and words that show genuine attention and acknowledge impact Offer a clear solution with a defined time and owner, within your authority Close each recovery with follow-up, documentation and steps to prevent recurrence
Requirements	No prior training is needed; the course suits all guest-facing hotel colleagues.