The LEARN Model is the process used by Marriott to switch an angry guest to a satisfied one.
- Listen. Find out what the real issue is.
- Empathize. Attempt to recognize the difficulties that your guest has met.
- Apologize. The only thing a visitor wants to hear is that you're sorry for the problem in the first place.
- Respond. Make a decision on how you'll deal with the issue.
- Notify. Keep the consumer updated. Tell them what measures you're taking to resolve the problem.
