Guest Issue Log

• Enter GIL below for tracking purposes

• Guest Issue No.

• Date and time of call

  Date

• Guest issue resolved by

  Select Christian Scott Christie Stevenson Dylan Merrill Patsy Ray Jeff Corvin Jan Wood Nathaniel King Melissa St. Clair

  • Christian Scott
  • Christie Stevenson
  • Dylan Merrill
  • Patsy Ray
  • Jeff Corvin
  • Jan Wood
  • Nathaniel King
  • Melissa St. Clair

LISTEN

• Listen to the guest to gain a clear understanding of the issue, so you will know how to resolve.

APOLOGIZE

• Immediately respond with, "Ma'am/Sir, I am sorry that happened".

SOLVE

• What type of issue?

  Serv.

  Prod.

  Wrong order

  Other

• Select service issue

  Select Slow service Rude employee Other

  • Slow service
  • Rude employee
  • Other

• Please describe.

• Name of employee for corrective action.

• Describe issue with product.

• Describe issue with order.

• Describe issue.

• Any other issues?

  Yes

  No

• Describe additional issue(s).

• "Ma'am/Sir, I want to correct this issue, do you have a minute to answer a few questions?"

  Yes

  No

• "What is your name Ma'am/Sir?"

• "I would like to send you Be Our Guest cards to make this up to you. What is your address?"

• "Do you still have your receipt?"

• If yes, ask for order number and enter below

• If no, say, "That is ok, it is not necessary but helps us to take corrective actions if available"

• "If I could quickly get your name and address, I can send you something to make this up to you"

• If ok, then enter name and address below.

• If still not willing, then continue to THANK step

THANK

• Thank the guest for bringing this issue to your attention and assure them you will be addressing this with our team as soon as possible