solved I’m working on a writing question and need an explanation

I’m working on a writing question and need an explanation and answer to help me learn.

This case study reveals a customer service failure.You should use HEARD + Follow to recover from this situation and help the guest find happiness again.Remember to write down exactly what you would say and do. You will be graded on your ability to apply the HEARD + Follow when answering the questions. Once you’ve completed your responses, upload your saved document to the Service Recovery file found under ASSIGNMENTS within the ASSESSMENTS tab OR click here to upload: Service Recovery Case Study. I will have to answer the question on the attached file.