Live to Share SC Training - Module 3

Module 3: Unconditional Ownership

Watch the video in its entirety then answer the questions below completely to get full credit.

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* 1. What are one of the key behaviors for Unconditional Ownership?

Passing the buck

Referring the guest to your manager

Telling the guest you can't help them with their problem

Sincerely apologizing to the guest

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* 2. Give an example of your worst service experience: what happened, how did you feel and was the problem resolved?

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* 3. Describe how you would use the problem resolution model for the following scenario: A business traveler has the WiFi go out in the room before a meeting. Engineering came and fixed it for them once, but it goes out a second time. (HINT: Listen and validate, sincerely apologize, solve the issue, follow up to ensure everything was resolved).

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* 4. Enter your Information below to get credit for completing Module 3 - Unconditional Ownership.

Enter your Legal Last Name, First Name:

Enter your Employee ID: