HEART Service Recovery Quiz

Froggy Jumps

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HEART model basics

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GALAL Alaaeldin

Saudi Arabia

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HEART Service Recovery Quiz


Froggy Jumps HEART Service Recovery QuizVersion en ligne HEART model basics par GALAL Alaaeldin 1 What does the letter H stand for in the HEART service recovery model? a Handle b Hear c Help 2 What does the letter T stand for in the HEART service recovery model? a Talk b Tell c Thank 3 If a guest is loud or aggressive during a complaint, what should you do according to the HEAR step? a Ask them to leave the hotel b Raise your voice to match theirs c Offer to move them to a meeting room 4 According to the APOLOGIZE step, when should you say "I am sorry" versus "I apologize"? a "I am sorry" for issues out of our control, "I apologize" for company mistakes b "I am sorry" for small issues, "I apologize" for big issues c They mean the same thing and can be used interchangeably 5 What is the key action in the EMPATHIZE step? a Put yourself in the guest's shoes and show care b Call the manager right away c Offer a refund immediately 6 Which of the following is something you should NOT do in the RESPOND step? a Over-promise to make the guest happy quickly b Think of a win-win solution c Offer alternatives to solve the complaint 7 In the THANK step, what should you avoid doing? a Checking guest satisfaction b Reminding the guest of the complaint c Following up with the guest 8 True or False: In the HEAR step, taking notes is optional and not really necessary. a None b False c True 9 Put the HEART steps in the correct order from first to last: a Hear → Empathize → Apologize → Respond → Thank b Apologize → Thank → Empathize → Respond → Hear c Thank → Respond → Apologize → Empathize → Hear 10 A guest complains that their room was not cleaned. The issue happened because housekeeping made a mistake. According to the APOLOGIZE step, what should you say? a "I am sorry this happened to you." b "It's not really our fault." c "I apologize for our mistake."

Vous pouvez intégrer le jeu dans un LMS compatible avec LTI 1.1 ou LTI 1.3 comme Canvas, Moodle ou Blackboard. Les scores seront ainsi automatiquement enregistrés dans le carnet de notes de la plateforme.

HEART Service Recovery Quiz

Froggy Jumps

À propos de cette activité

Créé par

Téléchargez la version pour jouer sur papier

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HEART Service Recovery QuizVersion en ligne

par GALAL Alaaeldin

What does the letter H stand for in the HEART service recovery model?

What does the letter T stand for in the HEART service recovery model?

If a guest is loud or aggressive during a complaint, what should you do according to the HEAR step?

According to the APOLOGIZE step, when should you say "I am sorry" versus "I apologize"?

What is the key action in the EMPATHIZE step?

Which of the following is something you should NOT do in the RESPOND step?

In the THANK step, what should you avoid doing?

True or False: In the HEAR step, taking notes is optional and not really necessary.

Put the HEART steps in the correct order from first to last:

A guest complains that their room was not cleaned. The issue happened because housekeeping made a mistake. According to the APOLOGIZE step, what should you say?