Use SBI language when a guest complaint escalates
Recall SBI-based phrases for turning guest complaints into specific recoverable issues.
Your staff were rude. A guest is angry at registration or wayfinding. Your line I am sorry that was your experience. Where did it happen, and what did the staff member say or do? Replying, 'Our staff are trained,' which debates the label instead of finding the recoverable moment. It uses Situation and Behavior to find a concrete issue. Battlecard Defensive response vs. SBI response The SBI line keeps the guest's experience central while moving toward action. Compare What are the three SBI prompts for a guest complaint? Where and when did it happen? What happened or was said? What…
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