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Service Recovery & Problem Handling | Frontline

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In this video you will learn Husaak way of recovering service and handling problems using the LEAD and HEART methods.

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1. According to the Husaak Service Recovery Principles, what is more important than providing a perfect first answer when a guest raises an issue?
A. Immediately offering a full refund to end the complaint. B. Providing a fast acknowledgment within 15 minutes. C. Waiting to gather all facts from the guide involved. D. Consulting the ISO safety manual before responding.
2. In the LEAP framework, what is the primary goal of the 'Empathise & Apologise' step?
A. To explain the technical reasons why the problem occurred. B. To apologize for the experience the guest had, regardless of fault. C. To ask the guest to calm down so the agent can speak. D. To determine who is legally responsible for the situation.
3. Which of the following can a front-line Customer Service Agent offer as a Tier 1 'Goodwill' gesture without needing manager approval?
A. A free re-booking of the same activity for a later date. B. A 50% partial refund for a failed activity. C. A free hot drink, dates, or a Husaak merch item. D. Compensation for the guest's missed flight costs.
4. What is the non-negotiable first step an agent must take when responding to a safety incident or injury?
A. Ask the guest to sign a liability waiver immediately. B. Verify the guest's booking reference in the CRM. C. Confirm the guest is safe and has received medical attention. D. Negotiate a Tier 5 resolution package with the guest.
5. When escalating a complex issue to a manager, which structured format should the agent use to brief them?
A. Ask the guest to sign a liability waiver immediately. B. Verify the guest's booking reference in the CRM. C. Confirm the guest is safe and has received medical attention. D. Negotiate a Tier 5 resolution package with the guest.
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