Question: Identify a potential service crisis and construct a summary crisis response plan for front line employees that includes the following points: 1. Prepare a short

Identify a potential service crisis and construct a summary crisis response plan for front line employees that includes the following points:

1. Prepare a short briefing to your employees on the situation, and service recovery process.

2. Outline an Effective Service Recovery Strategy (with tactical actions) for hotel guests identifying:

Procedural Justice

Interactive Justice

Outcome Justice

Be sure to cover all angles of the customer experience!

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