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: Principles of handling complaints and how to take action
59 sec
Principle 1: Fairness
2 minutes
Principle 2: Accept failures, but learn from each
5 minutes
Principle 3: The majority of guests do not complaint to exploit the situation
3 minutes
Test your knowledge!
0 sec
Description
Complaints are an integral part of the service industry, and understanding their nature is crucial for effective service recovery. By examining why guests complain, why they don't complain, and the complexities involved, you can improve your ability to manage complaints and perform successful service recovery. In this course, we will explore the foundational principles that underpin effective service recovery.
What you will learn
Service Recovery
Guest Relations
Complaint Management
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