When should you use the HEARD approach?

The HEARD approach is a communication technique designed to effectively address customer concerns and emotions, particularly in potentially contentious situations. Using this approach with a guest mishap or an angry guest is appropriate because it helps to acknowledge the guest's feelings, empathize with their situation, and ultimately work towards a resolution that satisfies them.

In situations where a guest is upset or there has been a mishap, emotions can run high. The HEARD approach encourages active listening and genuine understanding of the guest's experience. This can help to de-escalate tension and foster a more positive interaction, making the guest feel heard and valued. It is structured to guide team members through the process of handling complaints or conflicts, ensuring that the guest's concerns are addressed with care and professionalism.

While the other options may involve interactions requiring customer service skills, they do not necessarily call for the HEARD approach in the same way that addressing a guest's anger or frustration does. Using HEARD specifically in those tense moments maximizes the chance of restoring the guest's satisfaction and confidence in the service provided.