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Price is per online user of this course. Applicable VAT will be added.
When a customer has a negative experience, however small it may be it can affect their experience. Handling problems positively is critical to delivering great customer service. This module explores how customer problems may occur and using the behaviour cycle encourages learners to think why customers may react in different ways when situations occur. A 7 step approach to resolving customer problems and referring problems to managers is thoroughly discussed using many specific hotel scenarios with the message of prevention is often better than cure!
This course is CPD Certified and endorsed by the Institute of Hospitality.
Identify why customers complain and how they might feel
State the 7 steps to positive problem handling and how they are used effectively
Consider positive actions to solve customer problems
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.
For multiple purchase discounts or to find out if discounts are available on mixed course purchases please phone a customer advisor on 0844 854 9218.
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Please note that there may be similar courses available with immediate access elsewhere on our site.
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