RATER at the Desk
Recall and apply RATER dimensions during guest complaint triage.
RATER The five promises What does RATER stand for? Recall all five dimensions Compensation trap Guest says: "I have told this story three times." Which move fits? The guest is naming effort and trust, not price. Objection The guest only wants a discount. A teammate wants to skip diagnosis and go straight to compensation. Your line Maybe, but first we need to fix the promise they felt we broke. Discount supports recovery; it does not replace it. Using compensation as the whole recovery can leave reliability, empathy, or assurance unrepaired. It keeps the team focused on the service-quality dimension. Fast…
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