Handling
Guest Complaints
Overview: Focuses on defining guest problems
and the skills for effectively handling those situations. The
workshop deals with the various clues that a customer gives
us as to their state of mind, how to deal with anger and emotional
behavior, and a 6-step model on how to handle guest complaints.
Audience:
Managers, Supervisors and frontline staff who deals with,
serves and/or sells to a diverse customer base.
Program
Length: 1 Half Day (3-4 Hour) Program
Outline:
 Defining
Guest Problems
Common
Clues to State of Mind
The
Mountain of Anger
Dealing
with Emotional Behavior
Handling
Guest Complaints - The Model
Generating
ideas and Brainstorming
A
Problem-Solving Model
|
Each
workshop purchase contains all the materials you need to conduct
an interactive and powerful workshop, complete with:
Price: $379.00
|
