Page 168 - English for Front Office

authority when it cannot be resolved
at the frontline.
Customer Grievance A formal complaint or concern raised
by a customer regarding a service or
product.
Root Cause Analysis A method used to identify the
underlying causes of a problem or
complaint, rather than just addressing
the symptoms.
Redress Actions taken to compensate or make
amends for a customer's negative
experience.
Apology and Expressing regret and acknowledging
Acknowledgment the customer's issue to show empathy
and understanding.
Service Level An agreed-upon commitment to
Agreement (SLA) resolve a complaint within a specified
timeframe, often used in the business-
to-business context.
Compensation Offering something of value, such as a
discount, voucher, or complimentary
service, to appease an unhappy
customer.
Guest Feedback Information provided by customers
about their experiences, which can
include compliments, suggestions, or
complaints.
Issue Tracking The process of documenting and
monitoring the progress of resolving a
complaint from the time it's reported
until it's resolved.

TEXT EXPLOITATION TASKS

Task 4

Read the following text