Empowering Frontline Staff for Service Excellence
ABOUT
The hospitality industry thrives on human interaction and mistakes happen. How you handle that mistake, however, can set you apart from the rest.
This training will allow you to role-play various scenarios and gain the skills needed to recognize and act on customer complaints.
This is a perfect refresher for anyone who influences the customer experience.
WHAT WILL YOU LEARN
After completing this training, you will have a better understanding of:
- Various acronyms used for customer service recovery
- The HEARD method used for resolving complaints
- Effective de-escalation and calm response
- Active listening and trust-building language
- Turning complaints into guest loyalty
PROGRAM SCHEDULE
SUMMER
JUN 26
SUMMER
AUG 21
FALL
OCT 23
WINTER
DEC 4
DURATION: 4 hours
TIME: 9:30 AM to 1:30 PM
DAY: Thursday
COST: FREE
ELIGIBILITY & REQUIREMENTS
- Must have hospitality experience within the last 5 years
- Ideal for those wishing to improve the guest experience
- Have access to a computer or laptop with WIFI connection
- If you don’t have access to a device or the software, let us know so we can support you!
Please note that the dates and times are subject to change and/or may be postponed if the minimum number of registrations are not met. We will notify you of any changes.
Interested?
Call us at 1-888-412-HTAC (4822)
Monday - Friday from 9:00 am to 5:00 pm
Send us an email: [email protected]
