you will evaluate a situation where things didn't go as planned in your operation and identify opportunities to improve the likelihood of encounter satisfaction, minimizing the recurrence of problems and improving long-term customer relationships.

1.Describe the situation that occurred from the guest's perspective:

2- Describe the service recovery process that occurred. In your explanation, identify if the service recovery process was transaction focused or relationship focused:

3-.Describe changes in the recovery process that would minimize the recurrence of such a situation and ensure long-term guest relationships: