Handling Customer Problems Positively

Description

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Handling Customer Problems Positively

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Objectives

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• 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

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Requirements

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• A desktop computer running Windows or Mac OS
• Laptop computer running Windows or Mac OS
• A tablet running Mac IOS, Windows or Android
• Internet connection
• Crome, Edge, Safari or Opera browser
• Sound

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Training content

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• Training time – 60 mins
• Handouts – Yes
• Interactive – Yes
• Voice over – Yes

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What is the target audience?

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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. The programme will contribute to the guided learning hours for those staff completing a hospitality apprenticeship.

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