Understanding Complaints and Guest Expectations
Apply the key standards, decisions and workplace procedures in understanding complaints and guest expectations.
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About the course
Guest Complaint Recovery — Professional
A free professional service-recovery course covering complaint diagnosis, de-escalation, apology, compensation, escalation and consistent recovery through face-to-face, phone, email and digital channels.
What you will learn in every lesson
Recognizing Emotions and Reading Body Language
Apply the key standards, decisions and workplace procedures in recognizing emotions and reading body language.
Download PDF handoutActive Listening and Asking the Right Questions
Apply the key standards, decisions and workplace procedures in active listening and asking the right questions.
Download PDF handoutProfessional Apologies Without Unnecessary Liability
Apply the key standards, decisions and workplace procedures in professional apologies without unnecessary liability.
Download PDF handoutThe LEARN Service Recovery Model
Apply the key standards, decisions and workplace procedures in the learn service recovery model.
Download PDF handoutHandling Angry and Aggressive Guests
Apply the key standards, decisions and workplace procedures in handling angry and aggressive guests.
Download PDF handoutRoom, Cleanliness, Maintenance and Noise Complaints
Apply the key standards, decisions and workplace procedures in room, cleanliness, maintenance and noise complaints.
Download PDF handoutBilling, Payment, Deposit and Refund Disputes
Apply the key standards, decisions and workplace procedures in billing, payment, deposit and refund disputes.
Download PDF handoutOverbooking, Unavailable Rooms and Relocation
Apply the key standards, decisions and workplace procedures in overbooking, unavailable rooms and relocation.
Download PDF handoutDigital Channel Complaints: Reviews, WhatsApp, Email and Telephone
Apply the key standards, decisions and workplace procedures in digital channel complaints: reviews, whatsapp, email and telephone.
Download PDF handoutCompensation, Empowerment, Escalation and Documentation
Apply the key standards, decisions and workplace procedures in compensation, empowerment, escalation and documentation.
Download PDF handoutComplex Scenarios, Role Plays and Final Assessment
Apply the key standards, decisions and workplace procedures in complex scenarios, role plays and final assessment.
Download PDF handoutThe Golden Rules of Hotel Telephone Etiquette
Apply the key standards, decisions and workplace procedures in the golden rules of hotel telephone etiquette.
Download PDF handoutDifficult & Sensitive Calls
Apply the key standards, decisions and workplace procedures in difficult & sensitive calls.
Download PDF handoutProfessional Email Etiquette
Apply the key standards, decisions and workplace procedures in professional email etiquette.
Download PDF handoutReady-to-Use Email Templates
Apply the key standards, decisions and workplace procedures in ready-to-use email templates.
Download PDF handout