Program Description:
Participants will learn advanced customer service recovery techniques to manage complaints professionally and effectively. The program emphasizes empathy, active listening, and structured problem-solving, turning challenging guest interactions into opportunities for loyalty-building. Real-life scenarios and role-playing exercises ensure practical application.
Core Objectives:
- Recognize common sources of complaints in hospitality
- Apply structured complaint handling and recovery strategies
- Communicate empathetically and professionally
- Resolve conflicts efficiently while maintaining guest satisfaction
- Transform service failures into positive guest experiences
Program Duration: 7 hours
Who Should Attend: Front-of-house staff, supervisors, managers, guest-facing teams