Curriculum for this course
Description
It is best to make it right the first time. Yet service failures are an inevitable fact of the hospitality industry. Service failures do however represent the opportunity to impress the guest, we wish we never had had. 40% of all customer churn is caused by poor or lack of service recovery. Only a few hospitality companies have a strategy for service recovery and only one-third of all online reviews are replied to, yet to days, customers read at
It is best to make it right the first time. Yet service failures are an inevitable fact of the hospitality industry. Service failures do however represent the opportunity to impress the guest, we wish we never had had. 40% of all customer churn is caused by poor or lack of service recovery. Only a few hospitality companies have a strategy for service recovery and only one-third of all online reviews are replied to, yet to days, customers read at least 6 reviews on average before booking a hotel stay.
Service Recovery and complaint management equal great service. But complaints are complex’s and difficult topic, as it evolves feelings, emotions, and actions. It is never a good experience dealing with a complaint or an unsatisfied guest. By unlocking the secrets of complaints and service recovery, complaints can become a great strategical tool both to increase customer satisfaction, loyalty as well as marketing to attract new guests.
This course is a part of course "Complaint management"