Front office: Service Recovery - Why is service recovery important?

Master the art of handling complaints and delivering exceptional service with this comprehensive four-course series. Learn to identify and address different types of complaints, understand the psychology behind guest dissatisfaction, and proactively recover from issues before they escalate. Equip yourself with the skills to turn negative feedback into opportunities for guest satisfaction and loyalty.

9 Lessons
35 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

What is a complaint?
5 minutes
Why do your guests complain? - Part 1
3 minutes
Why do your guests complain? - Part 2
4 minutes
Why your guests do NOT complain? - Part 1
4 minutes
Why your guests do NOT complain? - Part 2
4 minutes
Why are complaints so hard to deal with? - Part 1
3 minutes
Why are complaints so hard to deal with? - Part 2
5 minutes
Why is service recovery important?
5 minutes
Test your knowledge!
0 sec

Description

Welcome to the first part of our comprehensive service recovery course, designed to equip you with the skills to handle complaints effectively. Over the four courses, you'll learn about the psychology behind complaints, principles for successful complaint handling, practical step-by-step guides, and proactive strategies for preventing complaints. Prepare to enhance your ability to identify, handle, and recover from negative guest feedback, ensuring exceptional service and guest satisfaction.

Welcome to the first part of our comprehensive service recovery course, designed to equip you with the skills to handle complaints effectively. Over the four courses, you'll learn about the psychology behind complaints, principles for successful complaint handling, practical step-by-step guides, and proactive strategies for preventing complaints. Prepare to enhance your ability to identify, handle, and recover from negative guest feedback, ensuring exceptional service and guest satisfaction. Let's embark on this journey of mastering service recovery together.

What you will learn

Service Recovery
Complaint Management
Guest Experience Management