All modules
Service Excellence
Complaint Handling
Handle complaints professionally and turn negative experiences into moments of trust.
Duration2h
Also available as a standalone training: 3h or 6h
Goal
Handle complaints professionally and turn negative experiences into moments of trust.
Possible contents
- The psychology of complaints
- Service recovery paradox
- Understanding emotions
- Leading difficult conversations
- Methods like HEARD, LAST, and LEAD
- Role plays
- Complaint culture in the team
Ideal for
Hotels, restaurants, front office, leaders
Part of these trainings