Help employees learn how to recover from a guest complaint or negative experience. Teach them to identify signs or signals that a guest may be disappointed even when they don’t complain. Show them how to turn a potentially negative experience into a positive one that makes the guest want to return.
- Describes how to respond to guest complaints by listening, showing empathy, apologizing, making it right, and thanking the guest
- Emphasizes the potential negative impact of not addressing guest complaints
- Hourly Employees