Handle & Respond to Guests’ Feedback


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
Course Structure
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Methodology
Lecture, case studies, discussions, and hands-on practice
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Assessment
Written Assignment (short answer), Case Study, Role Play
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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$ 218.00 |
Important Notice
* 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