The Right Words at The Right Time Customer Service Recovery For Hospitality

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The Right Words at The Right Time Customer Service Recovery Hospitality

The Right Words at the Right Time: Customer Service Recovery for Hospitality (13 Minutes)

What You Get:

  • The Right Words at the Right Time DVD Hospitality Version (13 Minutes)
  • 1 Leader's Guide on CD
  • 1 PowerPoint on CD
  • 10 Pocket Reminder Cards

 

The Right Words at the Right Time: Customer Service Recovery for Hospitality trains employees with direct contact with the customer on how to keep them a customer and keep them happy. When things go wrong, it is this one person in contact with the customer that represents your entire organization. So how they handle a complaint or problem is vital. This program has a step-by-step checklist for leisure and hospitality staff to empower them and enable with tools to handle customer service recovery. Employees learn techniques to be used in the hospitality industry such as demonstrating empathy and matching signals to guests with the words they communicate. The scenes in The Right Words at the Right Time: Customer Service Recovery are all set in hospitality and demonstrate how using these techniques in even the worst of situations can make all the difference in the world d to the guest and thus your organization.

 

Scenarios Depicted:

 

-A distracted customer on their cell phone won’t stop talking while trying to check-in.

-A disgruntled guest dismisses her food and sends the entire order back.

-A potential events customer is angry that the front desk won’t match the room price promised online.

-A customer is suspicious of a server and accuses them of stealing while they used the bathroom.

-An intoxicated guest leers at and gets too personal with a young cocktail server.

-A guest is hostile upon checking in because of parking rates

 

Being in possession of the Right Words in these tense situations makes all the difference to your organization and the guest. The tools in The Right Words at the Right Time: Customer Service Recovery delivers not just what to say but how to say it to turn the situation around.

 

Learning points:

 

-Send the three signals:

I care

I understand

You can trust me to take care of this

 

-Stay Polite and Professional

When a Guest is rude

When a guest is distracted

When you can’t just say Yes to a request or demand

 

OTHER VERSIONS OF THIS PROGRAM ARE IN:

Healthcare

Business

Retail

Government

 

 

 

 

 

 

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