Customer Experience Management At The Food And Beverage Staff

In any industry, it is important for food and beverage staff to share their experiences of service recovery. Service recovery is important in managing negative moments of truth to achieve high service standards. However, to achieve high service standards, effective communication and teamwork are competencies that all Food and Beverage attendants should possess. In addition, staff training programs can assist in ensuring that all staff members have these attributes to achieve high service standards. Lastly, contributing to achieving high service standards is the effective use of the concept of â€Å"Knowledge Management† and â€Å"Customer Experience Management†. Service Recovery is the action or actions taken to cover a mistake made during service to meet or even exceed the customers’ needs and expectations. â€Å"Actions such as offering free food, discounts, coupons, or managerial interventions were presented as corrections involving a high degree of effort, while actions such as making adjustments, offering apologies, or doing nothing were presented as low correction actions.† (Susskind Viccari, 2011, Page 439) â€Å"It is a theory that suggests when a customer who has a bad experience and receives a prompt, effective response to their issues, will be a more loyal customer than a customer who had no bad experience at all.† (Lotich, 2015) Service recovery consists of several steps. The first step in service recovery is to apologise. 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