3) Read the end of chapter case "Newcraft Ale Microbrewery". Draft a response to this customer. What makes a good "service recovery" response? Review your classmates' responses - what are some general guidelines for a proper response?

3) Read the end of chapter case "Newcraft Ale Microbrewery". Draft a response to this customer. What makes a good "service recovery" response? Review your classmates' responses - what are some general guidelines for a proper response? NEWCRAFT ALE MICROBREWERY You have been appointed General Manager of Newcraft Ale Microbrewery, a popular downtown pub in a major city, after working there for several years as a waiter and recently a shift manager. Newcraft Ale has locations in six regional cities and operates a corporate website. One of the features of the website is a customer feedback section that is sent directly to the corporate VP and to the appropriate General Manager. After your first weekend on the job, you received the following comment: We had a lousy service experience last Saturday at your restaurant. We eat there several times a year before the theater and had 6:15 reservations, with which we are usually done eating-including dessert-by 7:30 or 7:40 at the latest to get to the theater in time. Service was ridiculously slow. We finally ordered dessert around 7:20-7:25 and it took at least 10 minutes for the waitress to come back and tell us they didn't have the coconut key lime pie that was listed on special; we ordered something else and waited and waited. Eventually, we had to find the waitress and tell her to forget it because we didn't have time. My wife tried to flag her down for half an hour to get her coffee refilled. To top it off, we didn't even receive an apology; the only thing she did quickly was to process the check. She was clearly over-committed to too many tables to provide us with adequate service. Very disappointing for what we considered one of our favorite places, especially as we were bringing friends with us who had never been there before. Draft a response to this customer. Analyze the re. sponses of your classmates. What makes a good "service recovery" response? Develop some general guidelines