Handle & Respond to Guests’ Feedback and Complaints

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 Managers and Assistant 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

Course Structure

  • Methodology

    Lecture, case studies, discussions, and hands-on practice

  • Assessment

    Written Assignment (short answer), Case Study, Role Play

  • Certificate

    Upon successful completion of the course, participants will receive a Certificate of Achievement issued by SHATEC.

Course Fees

Full Course Fee incl. 9% GST S$ 545.00
1,2,4,6 Nett Course Fee Payable after SSG Grant, incl. GST
(Singaporeans/PRs/Long Term Visit Pass Plus Holders ≥ 21 years old)
Not applicable
3, 6 Nett Course Fee Payable after MES Grant, incl. GST
(Singaporeans ≥40 years old)
Not applicable
6, 7Nett Course Fee Payable for SMEs, incl. GST Not applicable

5Absentee Payroll

Not applicable

View Payment Terms

* In accordance with the Budget 2022 announcement, the GST rate will be increased from:

(i) 7% to 8% with effect from 1 Jan 2023; and

(ii) 8% to 9% with effect from 1 Jan 2024.

9% GST will apply to full payments received by SHATEC from 1 January 2024 onwards. Full payments received by SHATEC before 1 January 2024 will have no adjustment to the 8% GST. Please refer to https://www.iras.gov.sg/ for more information on the GST rate change.

Payment Mode

The following payment modes are available:

  • Bank Transfer
  • PayNow
  • Credit Card
  • Internet Banking
* indicates required