Considering what we have talked about, answer the following questions. A thoughtful answer is key.

READ $-$ AIR CANADA STRANDS PASSENGER

Provide an example of how Air Canada could have used the Service Recovery process by using the steps in the LEARN acronym to take care of the $14-$year$-$old girl Ava $-$ who was stranded at Pearson Airport.

L$-$E$-$A$-$R$-$N$\_$Service Recovery$\_$W$2024.$pptx

Based on what you$$ve learned in our module, explain when it is ok to walk away from a customer and WHY you Agree or Disagree.

MAKE SURE TO REVIEW AND UNDERSTAND HOW YOUR JOURNAL WILL BE EVALUATED!

CRITERIA

COMPLETE & INSIGHTFUL

PARTIALLY COMPLETE

INCORRECT or OFF TOPIC

Show how Air Canada could have resolved Ava$$s issue by applying the LEARN process

$3$ possible points

$3$ points

Excellent insight, accuracy and application of LEARN. Few or no grammar or spelling errors. Well written.

$2$ points

Mostly accurate application of LEARN, which could be further developed or enhanced.

$0$ points

Limited or incorrect application and analysis of LEARN and situation.

Explain when it is ok to walk away from a customer and WHY you Agree or Disagree.

$3$ possible points

$3$ points

Excellent insight and thoughtfulness about WHY YOU agree or disagree.

$2$ points

A partial explanation of when it is ok to walk away and WHY you agree or disagree. Needs more clarification and$/$or depth.

$0$ points

Missing when it is ok to walk away and WHY you agree or disagree.