To learn how to effectively gather customer feedback, have the confidence to respond to all feedback, professionally handle challenging customers and to overcome and resolve any issues or complaints.
Suitable for any guest/visitor facing team members, supervisors and managers who want to develop their skills in improving the customer experience and become more confident in engaging with and handling different customers and guests.
- Identify the importance of seeking guest/visitor feedback and the need to respond accordingly
- Demonstrate the skills needed to encourage feedback and deal with challenging customers: complaints, problems and negative reactions
- Identify any challenges they face in delivering an exceptional guest/visitor experience and how to overcome these
- Put forward recommendations to improve the visitor experience
(includes a PDF copy of the training materials and a delegate workbook)