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Customer Service Recovery for Leisure & Hospitality

The Right Words at the Right Time

Sometimes it is the newest or least trained hospitality employee who has the last clear chance at saving guest relations. One employee becomes the face of your organization when things go wrong. This practical and memorable program is specifically designed to empower leisure and hospitality staff with a clear checklist of Customer Service Recovery tools and techniques.

Benefits:
  • Teaches employees in the hospitality industry how to handle difficult customers
  • Presents how to react and recover when there is a complaint
  • Helps the hospitality industry gain customer loyalty and new business

This product does not have:
  • Sample Training Guide
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Customer Service Recovery for Leisure & Hospitality: The Right Words at the Right Time

Run time: 13 Minutes

From showing empathy and truly listening, to exploring with permission phrases and presenting options, front-line hospitality employees will learn how to match the signals they send to guests with the words they say. A wide variety of realistic hospitality industry scenes depict "the right words at the right time" to overcome almost any service recovery challenge.

Having the exact words handy in a tense situation can make all the difference. Often, it is what you say, as well as how you say it that can turn the situation around. Leisure & Hospitality employees will learn the right words to:
  • Send the 3 Signals
    "I Care"
    "I Understand"
    "You Can Trust Me to take care of this"
  • Stay Polite and Professional
    When the customer is Rude
    When the customer is Clueless
    When you can't say, "Yes"

Situations Covered:
  • A potential events customer is upset that the front desk won't match an online room price.
  • A guest arrives in a hostile mood because of the parking rates.
  • A disappointed guest sends her entire food order back.
  • A clueless customer won't stop talking on her cell phone during check-in.
  • A suspicious customer accuses a server of theft while she used the restroom.
  • A leering and drunk customer tries to get too personal with a young cocktail server.

This valuable training equips your staff with a step-by-step process of turning frustrations or complaints into understanding and solutions. When dealing with guests who may not be at their best, it is all the more important that your staff be at their very best, and ready with "the right words at the right time".

Also available in these industry-specific versions:
Retail
Business


A Media Partners Title

Contents

  • DVD
  • CD-ROM containing Leader's Guide and PowerPoint Presentation
  • 10 Reminder Cards

Testimonials

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For Federal Government Customers.
SAM Registration: Active
Expiration: 03/30/2019 Cage Code: 0C9A3

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