HEART Service Recovery Quiz

Froggy Jumps

(13)

Jugadas 268

Crear copia

Sobre esta actividad

HEART model basics

Creada por

GALAL Alaaeldin

Arabia Saudí

Descarga la versión para jugar en papel

Top 10 resultados

#	Jugador	Acierto	tiempo
1	Ivan Muliika 17 de Mayo de 2026	% 100	00:30
2	ahmed saad 20 de Mayo de 2026	% 100	00:31
3	YOUSIF 14 de Mayo de 2026	% 100	00:33
4	Maria 14 de Mayo de 2026	% 100	00:37
5	محمد عبدالله 14 de Mayo de 2026	% 100	00:39
6	Putu Serihadi 15 de Mayo de 2026	% 100	00:43
7	Muhammed Magdii 20 de Mayo de 2026	% 100	00:47
8	Abdaal Khan 17 de Mayo de 2026	% 100	00:48
9	Nunu 14 de Mayo de 2026	% 100	00:55
10	wilfred 14 de Mayo de 2026	% 100	00:57

¿Quieres aparecer en el Top 10 de este juego? Inicia sesión para identificarte.

Crea tu propio juego gratis desde nuestro creador de juegos

Compite contra tus amigos para ver quien consigue la mejor puntuación en esta actividad

Crear reto

OPEN UP 6 UNIT 1 VOCABULARY

karen blixen

España

(102)

Repasamos el vocabulario de la unidad
Quiz de Culpa mía película

Yamila Chavez

Argentina

(176)

Demuestra cuánto sabes sobre la película Culpa mía con este divertido quiz.
Sabiduría animal

Educaplay Educational Resources

España

(15496)

Conviértete en un genio del Reino Animal
Salva a la Ranita

Melanie Rodriguez

Estados Unidos

(343)

Contesta las siguientes multiplicaciones correctamente para salvar a la ranita y evitar que caiga al agua, mucha suerte!
El valle de los lobos

Marcos Signes

España

(109)

20 preguntas de este maravilloso libro


Froggy Jumps HEART Service Recovery QuizVersión en línea HEART model basics por GALAL Alaaeldin 1 What does the letter H stand for in the HEART service recovery model? a Handle b Hear c Help 2 What does the letter T stand for in the HEART service recovery model? a Talk b Tell c Thank 3 If a guest is loud or aggressive during a complaint, what should you do according to the HEAR step? a Ask them to leave the hotel b Raise your voice to match theirs c Offer to move them to a meeting room 4 According to the APOLOGIZE step, when should you say "I am sorry" versus "I apologize"? a "I am sorry" for issues out of our control, "I apologize" for company mistakes b "I am sorry" for small issues, "I apologize" for big issues c They mean the same thing and can be used interchangeably 5 What is the key action in the EMPATHIZE step? a Put yourself in the guest's shoes and show care b Call the manager right away c Offer a refund immediately 6 Which of the following is something you should NOT do in the RESPOND step? a Over-promise to make the guest happy quickly b Think of a win-win solution c Offer alternatives to solve the complaint 7 In the THANK step, what should you avoid doing? a Checking guest satisfaction b Reminding the guest of the complaint c Following up with the guest 8 True or False: In the HEAR step, taking notes is optional and not really necessary. a None b False c True 9 Put the HEART steps in the correct order from first to last: a Hear → Empathize → Apologize → Respond → Thank b Apologize → Thank → Empathize → Respond → Hear c Thank → Respond → Apologize → Empathize → Hear 10 A guest complains that their room was not cleaned. The issue happened because housekeeping made a mistake. According to the APOLOGIZE step, what should you say? a "I am sorry this happened to you." b "It's not really our fault." c "I apologize for our mistake."

Froggy Jumps

HEART Service Recovery QuizVersión en línea

HEART model basics

por GALAL Alaaeldin

What does the letter H stand for in the HEART service recovery model?

Handle

Hear

Help

What does the letter T stand for in the HEART service recovery model?

Talk

Tell

Thank

If a guest is loud or aggressive during a complaint, what should you do according to the HEAR step?

Ask them to leave the hotel

Raise your voice to match theirs

Offer to move them to a meeting room

According to the APOLOGIZE step, when should you say "I am sorry" versus "I apologize"?

"I am sorry" for issues out of our control, "I apologize" for company mistakes

"I am sorry" for small issues, "I apologize" for big issues

They mean the same thing and can be used interchangeably

What is the key action in the EMPATHIZE step?

Put yourself in the guest's shoes and show care

Call the manager right away

Offer a refund immediately

Which of the following is something you should NOT do in the RESPOND step?

Over-promise to make the guest happy quickly

Think of a win-win solution

Offer alternatives to solve the complaint

In the THANK step, what should you avoid doing?

Checking guest satisfaction

Reminding the guest of the complaint

Following up with the guest

True or False: In the HEAR step, taking notes is optional and not really necessary.

None

False

True

Put the HEART steps in the correct order from first to last:

Hear → Empathize → Apologize → Respond → Thank

Apologize → Thank → Empathize → Respond → Hear

Thank → Respond → Apologize → Empathize → Hear

A guest complains that their room was not cleaned. The issue happened because housekeeping made a mistake. According to the APOLOGIZE step, what should you say?

"I am sorry this happened to you."

"It's not really our fault."

"I apologize for our mistake."

Puedes integrar el juego en un LMS compatible con LTI 1.1 o LTI 1.3 como Canvas, Moodle, o Blackboard. De esta manera podrás guardar las puntuaciones automáticamente en el libro de calificaciones de esa plataforma.

HEART Service Recovery Quiz

Froggy Jumps

Sobre esta actividad

Creada por

Descarga la versión para jugar en papel

Top juegos

Froggy Jumps

OPEN UP 6 UNIT 1 VOCABULARY

Froggy Jumps

Quiz de Culpa mía película

Froggy Jumps

Sabiduría animal

Froggy Jumps

Salva a la Ranita

Froggy Jumps

El valle de los lobos

Froggy Jumps

HEART Service Recovery QuizVersión en línea

por GALAL Alaaeldin

What does the letter H stand for in the HEART service recovery model?

What does the letter T stand for in the HEART service recovery model?

If a guest is loud or aggressive during a complaint, what should you do according to the HEAR step?

According to the APOLOGIZE step, when should you say "I am sorry" versus "I apologize"?

What is the key action in the EMPATHIZE step?

Which of the following is something you should NOT do in the RESPOND step?

In the THANK step, what should you avoid doing?

True or False: In the HEAR step, taking notes is optional and not really necessary.

Put the HEART steps in the correct order from first to last:

A guest complains that their room was not cleaned. The issue happened because housekeeping made a mistake. According to the APOLOGIZE step, what should you say?

		%
	Anónimo	%
		%
		%