What are the steps in service recovery when a guest is unhappy?

• A. Acknowledge, apologize, follow up.
• B. Acknowledge, apologize, correct the issue (replace or refund), offer a remedy or discount if reasonable, and follow up.
• C. Apologize, offer a free item, and end the interaction.
• D. Acknowledge and do nothing.

Answer: (B)

When a guest is unhappy, handle it by addressing both their feelings and the issue itself in a complete, customer-first sequence. Start by acknowledging what happened and showing genuine empathy so the guest feels heard. Pair that with a sincere apology to take ownership of the experience and help defuse tension.

Next, take action to correct the issue on the spot. This means replacing the item, fixing the order, or issuing a refund as appropriate so the guest ends up with what they expected. Along with fixing the problem, offer a remedy or a discount if it’s reasonable and within policy. This step signals that you’re not just correcting the error, but also investing in the guest’s satisfaction.

Finish with a follow-up to confirm the guest is now satisfied and to demonstrate ongoing care. A quick check-in shows you value their business and want to make things right in the moment and beyond.

This sequence is why the best option is the one that includes acknowledgment, apology, correction of the issue, a reasonable remedy or discount, and follow-up. The other approaches miss one or more essential elements—either they don’t fix the problem, don’t offer compensation when appropriate, or don’t ensure lasting satisfaction through follow-up.