A library of 60min online hospitality classes for companies, teams, or individuals.
CLIMB is accredited and offered by The International School of Hospitality
Instant 24/7 access, multi-level training, created by hospitality pros for hospitality pros

a006 - Make it Right: Win Back the Guest

$65.00 Regular price
Unit price

Taking care of guests is the heart of the hospitality business.  Sometimes, things can go wrong during a service process.  When things go wrong, it is a hospitality professional’s responsibility to help make things right – especially when the service breakdown was their fault.  In opportunities where it is not their fault, they should take ownership of the problem, and thus create loyalty with guests.

This class will discuss the impact of broken service promises, define the four keys to C.A.R.E for guests, demonstrate how to connect with an upset guest, how to act on improving the situation, how to resolve the guest’s concerns, and how to exceed expectations to earn back loyalty.

a006 - Make it Right:  Win Back the Guest

a006 - Make it Right: Win Back the Guest