Tourism 10, 20, 30

(a)	Examine the concept of service recovery and its importance for business success.
(b)	Propose challenges (e.g., having to service multiple customers at the same time, being time-pressed to provide a response while being unsure of the response, facing an irate customer, having no solution to a customer’s problem, not being able to give a bigger discount and dealing with a service outage or crisis situation) that service professionals may face on the job.
(c)	Outline the five steps in the service recovery cycle, including: anticipating customer needs; acknowledging their feelings; apologizing and owning the responsibility; offering alternatives; and, making amends.
(d)	Role-play situations that demonstrate the successful and unsuccessful application of service recovery skills in dealing with situations one has encountered or witnessed as a customer or service provider, or for fictitious scenarios (e.g., hotel guest is unhappy with an unclean room, guest reservation is lost or customer’s credit card is declined).