The Situation: You're a frontline leader at a hotel, addressing a complaint from a disgruntled guest. They have had a frustrating experience during their recent stay.
Your Goals:
- Acknowledge their experience
- Provide resolution
- Show empathy and understanding
- Communicate effectively and professionally
Scenario Description
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Total Conversations
| Name | Score |
|---|---|
| Dan | 100.00% |
| Lynne | 96.67% |
| Jman | 96.67% |
| Annabel | 86.67% |
| Paul | 83.33% |
Top 5 Performers
Optimizing Frontdesk Team Assignment
Individual performance data and skills can be analyzed to allocate frontdesk shifts in pairs, to improve overall customer satisfaction.