STARS

An acronym seen in texting, online chat, instant messaging, e-mail, blogs, newsgroup postings,  social media and in the real world.

Historical perspective: This acronym gained notoriety in 2018 after Duck Dynasty fans' merchandise was removed and Cracker Barrel apologized by issuing the following scripted talking points:

• S = Sorry, apologize for the inconvenience and the trouble
• T = Thank you, thank them for bringing it to our attention
• A = Action, let them know how we are taking action in the matter
• R = Recovery, I hope my manager has recovered the situation to help you feel at ease
• S = Share, tell them what the manager has done to resolve the issue

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