Handling Customer Problems Positively in Hospitality
What you'll learn
- Identify why customers complain and how they might feel
- State the 7 steps to positive problem handling and how they are used effectively
- Consider positive actions to solve customer problems
- Complete Action Plan
Course Overview
Critical to delivering great customer service, this ‘Handling customer problems positively’ module explores how customer problems may occur and the 7 step approach to resolving customer problems and referring problems is thoroughly discussed using many specific hotel scenarios with the message of prevention is often better than cure!
Target Audience
Designed for all operational ‘front facing’ hotel staff. The modules can be used as a complete programme or individually for specific training needs or refreshers. Individuals may like to develop their own knowledge and confidence or use the module certificates at interviews. The programme will contribute to the guided learning hours for those staff completing a hospitality apprenticeship.
