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Performance
Service Recovery
Turning a dropped ball into a memorable save, in front of the guest.
Duration1h 30min
What it's about
When something goes wrong - a wrong order, a long wait, a spilled drink - the recovery can become the most memorable part of the meal. A 90-minute session on turning mistakes into loyalty.
What you'll learn
- The psychology of why a great recovery beats a flawless service.
- Recognising the moment a situation needs to be acknowledged, not explained.
- Practical recovery scripts for the five most common failures.
- When to escalate to a manager, and how to hand over gracefully.
The outcome
Staff who stay calm when things go sideways, and guests who leave more impressed by the save than they would have been by a perfect meal.
Part of these trainings