Description

Customers will usually remember the things that go wrong, even if lots of things have been right! It is a well known, fact that 90% of customers will not tell a business if they are unhappy or have a problem but they will tell everyone else! Crucial to delivering GREAT customer service and critical to your business reputation is the way customer problems are handled by front facing team members.

Even better is to work towards ensuring service delivery is of the highest standard at all times. However, based on the fact we are only human, and things do go wrong, being proactive to recognise these situations and taking action before customers point it out to us, will minimise the risk of unhappy customers

This online course starts with identifying the difference between a complaint and a problem as it is the complaint that usually gets the full focus of our attention, and smaller problems that are just ‘pointed out’ by customers are often ignored or brushed off but are just as important. Understanding the 4 key reasons that cause problems help to focus our responses and using the principles of the Behaviour Cycle, learners are taken through scenarios to consider the effect of negative and positive responses including identifying ‘red rag to a bull’ moments! A 7 step procedure is used to take learners through a positive approach to handle complaints and problems and how to adapt the procedure if needed. Using the procedure to refer problems on, an area notoriously fraught with bad communication, ensures customer receive seamless service. Finally, the course considers proactive responses post problems and complaints, to minimise the risk of them reoccurring.

The course is delivered fully online and is split into five highly interactive sections. Learners will engage with games, questions and activities that use real hospitality situations to draw out an understanding and learn from case studies that reflect how companies handle problems, finishing with a quiz to ensure points are remembered and understood. The course may be completed in short sections over a period of time or all at one go!  In addition, there are links to websites and documents that can be used to research further learning.

Sections include:

• How problems are caused
• Using the behaviour cycle
• A 7 step procedure
• Refer problems
• Being proactive

Course Audience

Designed for all operational ‘front facing’ hotel staff.

The modules can be used as a complete programme or individually for specific training needs or refreshers. Individuals may like to develop their own knowledge and confidence or use the module certificates at interviews.

Institute of Hospitality