Front office: Service recovery - How to handle a complaint? Step by step

Unleash the power of a systematic approach to complaint handling with our step-by-step guide. Discover the six crucial steps that will transform your ability to listen, acknowledge, apologize, take action, notify, and follow up, ensuring a successful and speedy service recovery for both you and your valued guests.

11 Lessons
40 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

How to listen to the guest? - Part 1
3 minutes
How to listen to the guest? - Part 2
3 minutes
Acknowledge and empathize with the guest
4 minutes
Apologize, no matter what...
4 minutes
How to apologize with most effect?
4 minutes
Take action - do something!
4 minutes
How to take action - what to do?
5 minutes
Notify
2 minutes
No matter what - follow up!
4 minutes
The greatest follow up for success
3 minutes
Test your knowledge!
0 sec

Description

Get ready to conquer the storm of complaints with our step-by-step guide to handling them like a pro. No more racing heartbeats or sweaty palms - our easy and memorable system will empower you to achieve success in resolving any complaint that comes your way. Whether it's a unique situation or a common issue, our systematic approach ensures that guests feel valued and satisfied, benefiting both you and your business. Brace yourself for a journey through listening, acknowledging, apologizing,

Get ready to conquer the storm of complaints with our step-by-step guide to handling them like a pro. No more racing heartbeats or sweaty palms - our easy and memorable system will empower you to achieve success in resolving any complaint that comes your way. Whether it's a unique situation or a common issue, our systematic approach ensures that guests feel valued and satisfied, benefiting both you and your business. Brace yourself for a journey through listening, acknowledging, apologizing, taking action, notifying, and following up - the essential steps to a speedy and effective service recovery. Just like a life vest or seatbelt, our service recovery system is your key to navigating through any complaint emergency with confidence and ease.

What you will learn

Service Recovery
Complaint Management
Guest Experience Management