HEART Service Recovery Quiz

Froggy Jumps

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About this activity

HEART model basics

Created by

GALAL Alaaeldin

Saudi Arabia

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Froggy Jumps HEART Service Recovery QuizOnline version HEART model basics by GALAL Alaaeldin 1 What does the letter H stand for in the HEART service recovery model? a Handle b Hear c Help 2 What does the letter T stand for in the HEART service recovery model? a Talk b Tell c Thank 3 If a guest is loud or aggressive during a complaint, what should you do according to the HEAR step? a Ask them to leave the hotel b Raise your voice to match theirs c Offer to move them to a meeting room 4 According to the APOLOGIZE step, when should you say "I am sorry" versus "I apologize"? a "I am sorry" for issues out of our control, "I apologize" for company mistakes b "I am sorry" for small issues, "I apologize" for big issues c They mean the same thing and can be used interchangeably 5 What is the key action in the EMPATHIZE step? a Put yourself in the guest's shoes and show care b Call the manager right away c Offer a refund immediately 6 Which of the following is something you should NOT do in the RESPOND step? a Over-promise to make the guest happy quickly b Think of a win-win solution c Offer alternatives to solve the complaint 7 In the THANK step, what should you avoid doing? a Checking guest satisfaction b Reminding the guest of the complaint c Following up with the guest 8 True or False: In the HEAR step, taking notes is optional and not really necessary. a None b False c True 9 Put the HEART steps in the correct order from first to last: a Hear → Empathize → Apologize → Respond → Thank b Apologize → Thank → Empathize → Respond → Hear c Thank → Respond → Apologize → Empathize → Hear 10 A guest complains that their room was not cleaned. The issue happened because housekeeping made a mistake. According to the APOLOGIZE step, what should you say? a "I am sorry this happened to you." b "It's not really our fault." c "I apologize for our mistake."

Froggy Jumps

HEART Service Recovery QuizOnline version

HEART model basics

by GALAL Alaaeldin

What does the letter H stand for in the HEART service recovery model?

Handle

Hear

Help

What does the letter T stand for in the HEART service recovery model?

Talk

Tell

Thank

If a guest is loud or aggressive during a complaint, what should you do according to the HEAR step?

Ask them to leave the hotel

Raise your voice to match theirs

Offer to move them to a meeting room

According to the APOLOGIZE step, when should you say "I am sorry" versus "I apologize"?

"I am sorry" for issues out of our control, "I apologize" for company mistakes

"I am sorry" for small issues, "I apologize" for big issues

They mean the same thing and can be used interchangeably

What is the key action in the EMPATHIZE step?

Put yourself in the guest's shoes and show care

Call the manager right away

Offer a refund immediately

Which of the following is something you should NOT do in the RESPOND step?

Over-promise to make the guest happy quickly

Think of a win-win solution

Offer alternatives to solve the complaint

In the THANK step, what should you avoid doing?

Checking guest satisfaction

Reminding the guest of the complaint

Following up with the guest

True or False: In the HEAR step, taking notes is optional and not really necessary.

None

False

True

Put the HEART steps in the correct order from first to last:

Hear → Empathize → Apologize → Respond → Thank

Apologize → Thank → Empathize → Respond → Hear

Thank → Respond → Apologize → Empathize → Hear

A guest complains that their room was not cleaned. The issue happened because housekeeping made a mistake. According to the APOLOGIZE step, what should you say?

"I am sorry this happened to you."

"It's not really our fault."

"I apologize for our mistake."

You can integrate the game into an LMS compatible with LTI 1.1 or LTI 1.3 such as Canvas, Moodle, or Blackboard. This way, the scores will be automatically saved into the platform’s gradebook.

HEART Service Recovery Quiz

Froggy Jumps

About this activity

Created by

Download the paper version to play

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HEART Service Recovery QuizOnline version

by GALAL Alaaeldin

What does the letter H stand for in the HEART service recovery model?

What does the letter T stand for in the HEART service recovery model?

If a guest is loud or aggressive during a complaint, what should you do according to the HEAR step?

According to the APOLOGIZE step, when should you say "I am sorry" versus "I apologize"?

What is the key action in the EMPATHIZE step?

Which of the following is something you should NOT do in the RESPOND step?

In the THANK step, what should you avoid doing?

True or False: In the HEAR step, taking notes is optional and not really necessary.

Put the HEART steps in the correct order from first to last:

A guest complains that their room was not cleaned. The issue happened because housekeeping made a mistake. According to the APOLOGIZE step, what should you say?

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