Instructor
Empowering your hospitality business with the innovative Hospitality Training Framework, Best Online Hospitality Training, Virtual Reality training sessions and Powerful Learning Management System
Curriculum for this course
Introduction
1 minutes
Listen to the guest
4 minutes
Acknowledge and empathize
4 minutes
Apologize even though...
7 minutes
Take action - do something!
3 minutes
How to take action? - What to do?
4 minutes
Notify!
2 minutes
Follow up, no matter what!
6 minutes
Description
Handling complaints effectively requires a systematic approach that ensures the guest is satisfied and the issue is resolved. This method involves six crucial steps, including listening, acknowledging, apologizing, taking action, notifying, and following up with the guest. In this course, we will delve into each step to learn how to perform service recovery successfully, comparing it to the importance of using a life vest or seatbelt during an emergency.
What you will learn
Service Recovery
Guest Relations
Complaint Management