Chapter 2

Do upset guests want more compensation, or faster action?

Khách giận cần được đền nhiều, hay được xử lý nhanh?

The chapter's question

What can my staff do right away without asking?

Big idea

Speed matters more than compensation; guests remember quick handling longer than a discount.

In this chapter

  1. Part 2.1

    A Limit They Can Use

    How much may they spend to put it right?

  2. Part 2.2

    Three Things Always Available

    Change the room, reduce the bill, add a service, when is each right?

  3. Part 2.3

    How to Apologise

    What is the apology actually about?

  4. Part 2.4

    Recording It

    Where is the incident recorded, and for how long?

The reading for this chapter is inside Conan School

This chapter has 4 readings, with case stories and exercises. Chapter 1 of When a Guest Is Unhappy is free to read right here.

Read in Conan School

Chapters of When a Guest Is Unhappy

  1. 1.Is waiting for complaints already too late?
  2. 2.Do upset guests want more compensation, or faster action?
  3. 3.Who am I really answering in a bad review?
  4. 4.If emergencies are rare, why prepare for them?
  5. 5.When will yesterday's problem come back?