AI Assistant (Leat MCP)
July 20
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Service recovery
Make things right on the spot, within limits you've set in advance. Give staff a short list of gestures, cap what each role can offer, and record every recovery against the customer. Because the gesture is on the customer's record, the next visit starts with the team knowing what happened, and the business knowing which locations recover most often and why.
Define the gestures in advance: a free item, store credit, a voucher for the next visit, bonus points, an upgrade. Set which are available to which roles, so a new starter can offer a free coffee and a manager can offer more. Staff choose from the list at the till or in the app, apply it in seconds, and the customer leaves with the problem resolved and a reason to return. Nobody has to invent an apology under pressure, and nobody has to ask permission for the small ones.
Each gesture carries a cost, and the cost is governed. Caps per staff member per shift, per customer per period, and per location per month keep recovery generous without becoming a leak. Anything above a threshold routes for approval. A customer who has been compensated three times this quarter is a pattern, and the program sees it before the fourth. Staff have real latitude because the boundaries are real.
Every recovery is logged with the reason, the gesture, the staff member, and the location, on the customer's profile and in the audit log. The next time that customer identifies, the team knows what happened and can acknowledge it. Across the business, the record shows which locations recover most often and for what, which is operational information about where things go wrong, delivered by the loyalty program.
Recovery doesn't end at the counter. A check-in message the next day, a short survey a week later, an offer when the customer is due back: each can follow automatically or be chosen by Decisioning, which treats a customer who just had a bad experience as exactly the kind of moment worth acting on. And the outcome is measured: whether recovered customers return, how their spend compares, and which gestures work. Recovery becomes a discipline with a result.
Recovery gesture definition
Decide which gestures exist, what each costs, and which roles may offer each, before the first complaint.
Recovery cap setting
Set caps per staff member, per customer, and per location, and the threshold above which a gesture needs approval.
Incident reason tracking
Keep the list of reasons staff choose from current, so recovery data says why customers were compensated and where.
Follow-up sequence design
Plan what a recovered customer receives afterward, the check-in email, the survey, the offer, and when.
Recovery effectiveness review
Measure whether recovered customers return and spend against customers who weren't recovered, and which gestures perform best.
