Service Recovery Crossword

It takes 12 … experiences to make up for one unresolved negative experience
A guest's perception is their ...
The first step of the recovery process
The second step of the recovery process
The third step in the recovery process
Don't forget to...
At the end of the day people won't remember what you said or did, they will remember how you made them...
It is not what you mean, but what is...
It is ... times more expensive to acquire a new customer than it is to keep a current one
Fix the problem, quickly & ...
How do we regain the guest’s trust? (acronym)