FROM MISERY TO CLIENT SATISFACTION

To convert a negative guest experience into a positive one always pays off. A confident and solution-focused dealing with guest complaints can turn an angry guest into a delighted fan of your brand. Only a delighted guest will recommend your business and therefore increase the NPS (Net Promoter Score).

DURATION

0.5 day
+ online pre- and postwork

# PARTICIPANTS

6 – 18
participants

TRAINING FEE

€ 295
excl. VAT

Note: this training is also available as an incompany training. Click here to request information or contact our global support office at +31 (0)23 – 510 0 510.

LEARNING OBJECTIVES

This program will cover A to Z on customer complaints and how to rectify these complaints. The participants will understand the importance of client satisfaction, the relevance of NPS and maintaining trust between the brand and the clients through effectively managing client’s objections, critical comments and complaints. Participants will learn about moments of misery and moments of magic, and how these moments are measured and monitored through NPS.

CUSTOMER SERVICE SHOULDN’T JUST BE A DEPARTMENT, IT SHOULD BE THE ENTIRE COMPANY

Tony Hsieh

WHAT WILL YOU LEARN?

To understand the reasons of complaining from a guest’s perspective

To use your own experience and translate it to the daily practice at work in handling complaints

The different stages and kinds of complaints; critical comments, justified complaints and unjustified complaints

What approach to take with different types of complaints

To have a more personal style while communicating with the complaining guests

The ability to find new solutions to the frequently received complaints in order to WOW guests

LIKE WHAT YOU SEE?

Register now for the open training Handling Complaints & Objections or request an incompany training for your team. Do you have a question? Feel free to contact us, we’ll be happy to assist you! Click here to drop us a line or call our Global Support Office at +31 (0)23 – 510 0 510.