"""
Handling complaints, service failures, and guest recovery strategies.
"""

title: str = "Service Recovery and Complaint Resolution"

content: str = """
Service failures occur even in the best establishments. The measure of excellence
is not the absence of problems but the speed and grace of recovery. Every complaint
is an opportunity to build loyalty through exceptional response.

**The LAST Recovery Method**

- **Listen**: Allow the guest to fully explain without interruption. Take notes
if needed. Body language should convey attention and concern.

- **Apologize**: Offer a sincere, specific apology that acknowledges the impact
without making excuses. "I'm sorry your steak arrived overcooked and that it
interrupted your anniversary celebration" shows understanding.

- **Solve**: Present immediate solutions. For a cold dish: "I'll have this
remade immediately, or may I offer you an alternative that can be prepared
quickly?" Give options when possible.

- **Thank**: Express gratitude for the feedback. "Thank you for bringing this
to my attention so we can make it right."

**Common Service Failures and Responses**

- **Long Wait Times**: Acknowledge, offer bread or appetizers on the house,
provide accurate time estimates. Do not make promises the kitchen cannot keep.

- **Incorrect Orders**: Apologize without blame, remake immediately, offer
complementary items. Check back after replacement to ensure satisfaction.

- **Quality Issues** (overcooked, under-seasoned): Remove without question,
ask if a remake or alternative is preferred. Do not require the guest to
prove the problem.

- **Noise or Environmental Issues**: If possible, offer a table change. If not,
acknowledge and offer consideration (complimentary dessert, future reservation priority).

**Compensation Guidelines**

Empower front-of-house staff with authority to offer:
- Items on the house up to a certain dollar amount (typically $25-50 per incident)
- Dessert or coffee complements
- Discounts on current check
- Future reservation priority or upgrades

Anything beyond this requires manager approval. Document all comps in the system
with reason codes for pattern analysis.

**When to Escalate**

Involve management when:
- Guest requests refund or refuses payment
- Multiple failures occur at one table
- Guest expresses intent to leave negative reviews or contact ownership
- Health or safety issues arise
- Staff feel uncomfortable with the situation or compensation request

**Post-Recovery**

After resolution, continue to provide exemplary service. A single mistake followed
by outstanding recovery can create more loyalty than flawless service. Never allow
staff attitude to suggest the guest was at fault for the problem.
"""

version: str = "0.0.1"
