Scenario 1

A family on a five-day cruise to the Bahamas books a snorkeling trip during one of the days the ship is docked at the island of Nassau. But the day of their excursion, the weather is pretty bad. The company running the excursion—which is endorsed by the cruise line—won’t give them a refund, though, and says the trip goes “rain or shine.” Feeling that the trip would not be safe for their children, the family decides not to go but heads immediately to the cruise guest services department to complain.

L: Listen – What are the facts?

E: Empathize – How does the guest feel?

A: Apologize – How would you acknowledge the guest’s feelings?

R: Recovery – What would be your solution?

N: Nurture – How would you follow up with the guest?