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
Test your knowledge - Follow up no matter what?
0 sec
Introduction to How to Handle Complaints with succes
1 minutes
Step 1, listen to the guest
4 minutes
Test your knowledge - How to listen to the guest?
0 sec
Step 2. Acknowledge and empathize
4 minutes
Test your knowledge - How to acknowledge and empathize
0 sec
Step 3. Apologize even though...
7 minutes
Test your knowledge - Apologize even though?
0 sec
Step 4. Take action - do something!
3 minutes
Test your knowledge - Take action - Do something?
0 sec
How to take action? - What to do?
4 minutes
Test your knowledge - How to take action?
0 sec
Step 6. Notify!
2 minutes
Test your knowledge - Notify?
0 sec
Step 7. 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
Service Recovery
Complaint Handling
Guest Service
Emotional Intelligence
Conflict Resolution
De-escalation Communication
Active Listening
Guest Experience Delivery
SOP Application
Critical Thinking
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