Across
- 3. turn failure into success
- 5. remain composed under pressure
- 7. build guest confidence
- 8. deliver quality experience
- 10. fix the problem effectively
- 11. stay calm and tolerant
- 14. take responsibility for the issue
Down
- 1. check back after resolving
- 2. use guest input to improve
- 4. treat guests with dignity
- 6. pay attention carefully
- 7. control how you speak
- 9. offer a way to fix the issue
- 12. express regret sincerely to a guest
- 13. understand guest feelings