Front office: Service recovery - 5 most important principles to handle complaints

Unlock the secrets of effective complaint handling with the 5 principles of successful service recovery, ensuring fairness, learning from failures, and proactive resolution.

7 Lessons
27 minutes
Beginner
English
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Instructor

Hosdu Hospitality Education
Receptionist

Empowering your hospitality business with the innovative Hospitality Training Framework, Best Online Hospitality Training, Virtual Reality training sessions and Powerful Learning Management System<...

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
4 minutes
Why is it important to accept failures?
5 minutes
Fairness - be fair and justice in all your actions
4 minutes
Most guests do not complain to cheat
5 minutes
The guest is not always right - no one is...
2 minutes
Service recovery is best when speedy, preplanned & proactive
4 minutes
Test your knowledge!
0 sec

Description

Master the art of complaint handling with the essential 5 principles for successful service recovery. Explore the intricacies of guest complaints, uncover why they occur, and unravel the challenges faced by both guests and service providers. From fairness and learning from failures to letting go of the blame game, these principles pave the way for efficient and proactive resolution, ensuring customer satisfaction and loyalty. Get ready to transform complaints into opportunities for growth and

Master the art of complaint handling with the essential 5 principles for successful service recovery. Explore the intricacies of guest complaints, uncover why they occur, and unravel the challenges faced by both guests and service providers. From fairness and learning from failures to letting go of the blame game, these principles pave the way for efficient and proactive resolution, ensuring customer satisfaction and loyalty. Get ready to transform complaints into opportunities for growth and excellence in this comprehensive course.

What you will learn

Service Recovery
Guest Experience Management
Complaint Management