Use GROW questions to coach a service employee toward a stronger recovery behavior.
Niko N Front-desk agent G Goal R Reality W Will After-action coach 3 min Side station Niko waived a resort fee to calm a guest after a late room, but he skipped ownership and expectation-setting. The manager needs to protect recovery quality without turning the coaching into a scold. 3m before the line builds again $45 waived without learning
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