Starmount Forest Country Club
SFCC Staff Service Training
Welcome!
We have been working hard to get this website together for Starmount employees that are looking to learn and improve the service that they give our members. These learning activities have been designed so that you can complete all of them in order or just one or two that are in areas you want to improve.
The Five A's for Effectively Addressing Mistakes
Starmount is constantly working to improve the service we give our members. But we understand mistakes happen. It is important to understand the Starmount way for addressing them when mistakes happen.
Awareness - Many mistakes go unaddressed because no one knows they have happened. If you're not aware, you're nowhere.
1.
Acknowledgement - "Our server had an accident, and we are going to prepare a new plate for you as quickly as possible." If you are to blame, be honest - don't pass the buck.
2.
Apology - "I am sorry this happened to you." Alibies are not one of the five A's. It is not appropriate or useful to make excuses.
3.
Action - "Please enjoy this for now. We'll have your order out in just a few minutes." Say what you are going to do to make amends, then follow through.
4.
Additional Generosity - Unless the mistake had to do with slow timing, send out an additional treat (complimentary dessert or dessert wine) to thank the guests for being good sports. Some more serious mistakes warrant a complimentary dish or meal.
5.