The servers at The Moorings were trained on the 7 Rules of Successful Service Recovery by Dining Room Manager Traci Kelly. The servers now have the ownership of taking care of service to better accommodate and serve our residents. Great Service Starts with Me!!
- Thank You-Thank the customer for bringing the situation to our (servers) attention
- Acknowledgement-Acknowledging the problem
- Empathy-Be empathic with the customer
- Apology-Apologize for the problem or mistake
- Own the Problem-Take ownership without blame
- Fix the Problem-Solve the problem with a replacement, comp, etc
- Provide assurance-Assure the customer that the situation will not happen again