Service Recovery

Empowering Frontline Staff for Service Excellence

In-Person - Downtown Toronto

2 days (5 hours)

6:00 PM to 8:30 PM


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. 


After completing this training, you will have a better understanding of: 

  • Various acronyms used for customer service recovery 
  • Techniques used to solve complaints 
  • How body language and non-verbal gestures play a role in communication
  • Useful expressions to take ownership and make amends 
  • How appropriately resolved complaints can lead to better customer loyalty 
  • The value of customers and a complaint 


JULY 2024

July 2 and 3

DURATION: 5 hours
TIME: 6:00 pm to 8:30 pm


  • Open to anyone working hospitality
  • 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.


Call us at 1-888-412-HTAC (4822)
Monday - Friday from 9:00 am to 5:00 pm
Send us an email: [email protected]

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