A group of four friends spends a day at a local theme park, which has just opened a new attraction with very popular rides featuring new technology. They board one of the rides after waiting for over an hour in line, but about five minutes into the ride the electricity fails, and they are stuck on the ride for a half hour. When the ride finally resumes and concludes, they go to the theme park’s guest services department to complain. What are the facts?
How does the guest feel?
How would you acknowledge the guest's feelings?
What would be your solution?
How would you follow up with the guest?