Guest Recovery Policy

HEARD Model

Hear to understand: Focuson the Guest. Listenintently. Clarifyto understand.

Empathize to feel their concern: Feel their concern. Validate their complaint by acknowledging the reality of the Guest's situation. Use facial expressions to show you care.

Apologize with “I’m sorry”: Offer an apology. Focus on the main issue. Communicate that you will resolve the issue.

Resolve the issue: Ownthe issue.Solve the problem. Thank the Guest.

Delight the Guest: Begenuine.Beproactive.Bepersonal.This is where going the 2nd Mile by creating a moment for a Guest happens within recovery

Deescalating Phrases to help with Guest Recovery

  • "I completely understand your frustration and will be happy to assist you with finding a solution."

  • "I'm so sorry to hear about your recent experience, but I promise to make it right."

For missing or wrong menu items...

Decision Tree

Is the guest requesting a refund?

  1. Yes

    1. Locate the receipt and verify transaction

      1. Is the refund < $25?

        1. Refund to original form of payment and consider sending a Spotlight Treat

      2. Is the refund > $25?

        1. Executive Director approval is required

  2. No

    1. Continue to #2

Does the Guest want a replacement before close OR within 24 hours?

  1. Yes

    1. Are they willing to come back to the restaurant to pickup the replacement item/meal(s)?

      1. Yes

        1. Create a deferred order under their name with the missing item

        2. Include the following information: Full Name, Cell Phone Number, and Missing/replacement menu item(s)

        3. PROMO FREE and store the order for the Day/Time Frame they plan to return

      2. No

        1. Check with the Delivery Team before offering

        2. If they can deliver the replacement, communicate the wait time to the guest

        3. Consider replacing the entire order if you are sending a delivery driver.

        4. If our team cannot deliver the replacement, offer to send a it through Spotlight Recover OR DOCs via USPS

  2. No

    1. Does the Guest have a Chick-fil-A App Account?

      1. Yes

        1. Send replacement items through Spotlight Recover

      2. No

        1. Ask for their mailing address and send to Corie Williams via text or Workplace chat

        2. The Marketing & Communications team will send them a DOC via USPS within 48 hours

Did we give the guest a menu item they are allergic to? If so...

  1. Locate the receipt and verify transaction

    1. Refund to original form of payment and send a Spotlight Treat.

Team Member ResourcesCorie WilliamsMarketing & CommunicationsComment