DECA Hospitality Services Team Decision Making Practice Exam

If a customer is unhappy despite receiving a replacement drink, what could the employee have offered to improve the situation?

1. An apology letter

2. A discount on their meal

3. A restaurant gift card

4. A complimentary dessert

The correct answer is: A restaurant gift card

Offering a restaurant gift card can be an effective way to improve a customer's experience after a service failure, such as being unhappy with their drink even after receiving a replacement. A gift card demonstrates that the employee values the customer's patronage and is committed to making amends. It provides the customer with an opportunity to try the restaurant's offerings again, potentially leading to a more positive experience in the future. This gesture can also encourage them to return, as they may feel appreciated and recognized for their dissatisfaction. While offerings like a complimentary dessert or a discount on the meal may also address the situation effectively, a gift card has a broader appeal as it can be used at a later time, fostering a continued relationship. An apology letter, while thoughtful, lacks the immediacy and transactional benefit that a gift card provides, thus making it less impactful in creating a tangible solution for the customer's unhappiness.