About This Course

This 8-hour course equips the individual to competently acquire the knowledge and skills required to respond to customer feedback by using verbal and written approaches to address the types of feedback and/or complaints received.

Course duration: 8 hours

Session: 1 Full Day; 9am – 6pm

Who Should Attend

This course is targeted for Mid-level and full F&B managers.

What You’ll Learn

At the end of the course, you will be able to:

• Identify different types of guest feedback
• Explain the importance of guest feedbacks
• Examine reasons why guest gives negative feedbacks or complaints
• Identify emotions and/or behaviours displayed by difficult or unhappy guests
• Manage emotions when dealing with difficult and/or unhappy guests
• Respond to negative feedbacks or complaints using verbal and written approaches, e.g., face-to-face, phone, emails, and online
• Respond to positive feedback using verbal and written approaches, e.g., face-to-face, emails, and online
• Document and use guest feedback for continuous improvement

Course Outline

Not applicable