Service Recovery

Empowering Frontline Staff for Service Excellence

In-Person - Downtown Toronto

2 days (5 hours)

6:00 PM to 8:30 PM

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 
  • 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 

PROGRAM SCHEDULE

JULY 2024

July 2 and 3

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

ELIGIBILITY & REQUIREMENTS

  • 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.

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]

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