Every staff member needs to know how to handle customer problems positively.
Critical to delivering great customer service, this ‘Handling customer problems positively’ module explores how customer problems may occur. This course uses many specific hotel scenarios with the message of prevention is often better than cure!
Objectives:
- 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
