Team Communication and Feedback Protocols

Front

What should you do if you receive positive feedback about a team member?

Back

Inform Team Member or supervisor of team member, Give shoutout in Awardco, Give team member Medallia.

Front

What is the second step in a structure of a response?

Back

Provide Team Guidelines and Expectations

Front

What is our NPS Score?

Back

30.7

Front

You should always start a response thanking the guest for their feedback

Back

True

Front

What are possible actions to complete after responding to Medallia? Options: Inform your team of feedback, Discuss new policies being implemented, Document the situation, All of the above

Back

All of the above

Front

Which of the following tone choices is best when responding to a guest complaint? Joking to lighten the mood, Professional and Friendly, Passive Aggressive, Direct and Formal

Back

Professional and Friendly

Front

It’s okay to use the same response for every guest survey.

Back

False

Front

What should you do if you receive a guest's feedback from Stephanie or Rachel?

Back

Response to the guest in a timely manner

Front

What is our NPS goal for Q3?

Back

37.3

Front

What do I do if I don't know what to say in a response to guest feedback?

Back

Reference these slides and The Generic Response Sheet