SERVICE
RECOVERY AND BEYOND
Benefits
Proper training in service recovery is crucial in the competitive
service and hospitality industries today. It enables your
staff to recognise complaints and accidents as opportunities
to impress the client rather than unpleasant incidents. Unpleasant
situations can be turned into opportunities to retain existing
customers and even attract new ones.
Objectives
|
At
the end of this workshop, participants should be able
to: |
· |
Recognise
complaints and accidents as opportunities to impress and
improve |
· |
Explain
the types of complaints
|
· |
Apply
the steps in handling service recovery |
· |
Explain
what is “public liabilities” and “duty of care” |
· |
Apply
the appropriate action when there is an accident |
Workshop
Outline |
1 ----- |
Complaints
|
|
·
Why people complain? |
|
·
Types of complaints |
|
·
Steps in service recovery |
|
·
Dealing with emotions especially with anger, fear and
embarrassment |
|
·
How to impress and improve |
2
----- |
Accidents
|
|
·
Do’s and don’ts when an accident happens |
|
·
What is “public liabilities” and “duty of care”? |
|
·
Choice of words and body language to avoid liabilities
|
We will examine 12 common hotel complaints and accidents
and discuss the appropriate action(s) to be taken. We
will look at these scenarios from both the legal and service
point of view. |
Format
A 2-day workshop, taught in groups of 16.
Target
Audience
This workshop is for frontline staff including Security personnel.
Methodology
Group discussion, scenario handling, lecture and role-play
with video playback.
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