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Resolution, Part 3

Published by Powered by Aspire

The Resolve Model is a step-by-step process for resolving customer complaints and improving customer satisfaction. It consists of four steps: listen, ask questions, provide options, and verify resolution.

Objectives

Apply the Resolve Model to resolve customer complaints; Improve customer satisfaction through effective complaint resolution

Roles

customer service representative; customer service; front desk staff

Departments

Front Desk; Foodservice; Customer Service; Environmental Services

Industries

Retail; Finance; Hospitality; Healthcare

Tags

customer-satisfaction; customer-service; complaint-resolution

Topics

Customer Satisfaction; Customer Complaint Resolution; The Resolve Model

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“In 2022, our turnover was 112%... investing in people became an even bigger priority. That’s when we first started working with Pineapple Academy... our turnover is now 63%.

Our Partners watch trainings during daily standups, participate in a mentorship program, and our frontline people feel responsible for new hire growth.”

Brigitte Burke
AVP, Food and Nutrition Services

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How do we support the frontline better? There's actually a solution - it's here and it's called Pineapple!'"

Josh Miller
Principal Consultant and Content Creator

"Pineapple really connects well with this younger generation - it's live action, and they can do it at their own pace.

I think that's key with the associates we're seeing that are coming in - a little bit younger and a little less experience - giving them the trust that it's okay to make a mistake and build that learning, teaching culture."

Todd Hollander
Director of Dining & Event Services

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