Customer Service Recovery for Hospitality - Employees will learn how to stay polite and professional when the customer is rude or clueless, and when you can't say, "Yes".
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Video Minutes: 11
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Right Words at the Right Time - Customer Service Recovery for Hospitality
Unfortunately, it is often the newest or least trained employee who has the last clear chance at saving a customer's relationship with your organization. One employee can become the face of your company when things go wrong. This practical and memorable program is specifically designed to empower your staff with a clear checklist of Customer Service Recovery tools and techniques.
A wide variety of realistic hospitality industry scenes, demonstrate the use of The Right Words at The Right Time, to over-come almost any service recovery challenge.
- A potential events customer is upset that the front desk won't match an online room price.
- A guest arrives in a hostile mood because of the parking rates.
- A disappointed guest sends her entire food order back.
- A clueless customer won't stop talking on her cell phone during check-in.
- A suspicious customer accuses a server of theft while she used the restroom.
- A leering and drunk customer tries to get too personal with a young cocktail server.
Having the exact words handy in a tense situation can make all the difference. Often, it is WHAT you say, as well as HOW you say it that can turn the situation around.
LEISURE & HOSPITALITY EMPLOYEES WILL LEARN THE RIGHT WORDS TO:
Send the 3 Signals:
- "I Care"
- "I Understand"
- "You can Trust me to take care of this"
Stay Polite and Professional:
- When a Customer is Rude
- When a Customer is Clueless
- When you can't say, "Yes" to a Customer Request
This valuable training will equip your staff with a step-by-step process of turning frustrations or complaints into understanding and solutions. When dealing with customers who may not be at their best, it is all the more important that your employees are at their very best, and ready with The Right Words at The Right Time.
ALSO AVAILABLE, INDUSTRY-SPECIFIC VERSIONS:
- Right Words, Customer Service For Healthcare & Medical Office Staff
- Right Words, Customer Service For Government
- Right Words, Customer Service For Retail
- Right Words, Customer Service For Leisure & Hospitality
- Right Words, Customer Service For Business
There are two ways to use this TRAINING VIDEO in your business:
As a Group - You can watch the video together, with your staff, and use the provided discussion guide to learn as a group.
Desktop / Individual - Let your employees learn on their own, from a mobile device, or from a desktop / laptop.
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Pricing for this Training Video on DVD
"Right Words at the Right Time - Customer Service Recovery for Hospitality" on DVD
We offer free U.S ground shipping on training DVD orders over $500.
Purchase Includes: The Video, a Leader's Guide, PowerPoint, and 10 Pocket Reminder Cards.
Price: $895 Each
We do offer discounts for Non Profits, Government, and Schools / Colleges. We also offer volume discounts. Please call 888-520-2444 for discount information.
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