Superior customer service in the hospitality industry is critical to having both repeat customers and a successful business. Customer care is more important than ever, especially as the economy bounces back and more business and leisure travelers decide where to spend their dollars. The goal of this comprehensive workshop is for front line employees, managers, and supervisors who work extensively with the public, understand and learn how to manage a variety of customers and maneuver through a wide range of situations. This workshop includes structured role-playing, question-and-answer sessions, interactive exercises, and group discussions.
A 5-step model to skillfully and diplomatically resolve complaints
Skills to diffuse conflict and find resolution
Using empathy during conflict
The financial impact of customer complaints
Knowing the difference between human needs and business needs
What is the number of participants for this program:
LCD and screen
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