Designed to support all management leaders within the hotel and guesthouse sector

  • Dealing with Customer Complaints so Guests Return

    Delivery

    This three hour session will be delivered online.

    Who should attend?

    All frontline staff who engage with customers.

    Are you unsure how to deal with complaining guests?

    Do you have a complaints policy that everyone follows?

    Are your reviews damaging your reputation?

    Would you like to develop a “Complaints Strategy” that ensures the guests return?

     

    Modules include:

    • Is the guest always right?
    • How to rate a complaint and what to do about it
    • Empowering staff  - what should we allow them do ?
    • What to record so we can improve
    • Dealing with negative reviews

    Outcomes

    • How to deal with difficult customers
    • How to empower staff to deal with complaints
    • Immediate elimination of customer complaints
    • The golden rule is “never lose a guest”.

    Trainer

    Marc Thornton, MD of DTA Marketing has delivered hospitality training for 25 years to leading hotels in Ireland and in international markets. His book “Winning Lifetime Customers” deals with delighting and retaining guests. Marc was recognised by the Business  All – Stars Foundation  as a Thought Leader in Customer Culture.

    Price

    €35 pp -  book online

    For more information call Dervla O’Neill on (086) 083 6626, or email: oneilld@ihf.ie

  • Dealing with Customer Complaints so Guests Return

    Delivery

    This three hour session will be delivered online.

    Who should attend?

    All frontline staff who engage with customers.

    Are you unsure how to deal with complaining guests?

    Do you have a complaints policy that everyone follows?

    Are your reviews damaging your reputation?

    Would you like to develop a “Complaints Strategy” that ensures the guests return?

     

    Modules include:

    • Is the guest always right?
    • How to rate a complaint and what to do about it
    • Empowering staff  - what should we allow them do ?
    • What to record so we can improve
    • Dealing with negative reviews

    Outcomes

    • How to deal with difficult customers
    • How to empower staff to deal with complaints
    • Immediate elimination of customer complaints
    • The golden rule is “never lose a guest”.

    Trainer

    Marc Thornton, MD of DTA Marketing has delivered hospitality training for 25 years to leading hotels in Ireland and in international markets. His book “Winning Lifetime Customers” deals with delighting and retaining guests. Marc was recognised by the Business  All – Stars Foundation  as a Thought Leader in Customer Culture.

    This instance of the course is BOOKED OUT.

  • Dealing with Customer Complaints so Guests Return

    Delivery

    This three hour session will be delivered online.

    Who should attend?

    All frontline staff who engage with customers.

    Are you unsure how to deal with complaining guests?

    Do you have a complaints policy that everyone follows?

    Are your reviews damaging your reputation?

    Would you like to develop a “Complaints Strategy” that ensures the guests return?

     

    Modules include:

    • Is the guest always right?
    • How to rate a complaint and what to do about it
    • Empowering staff  - what should we allow them do ?
    • What to record so we can improve
    • Dealing with negative reviews

    Outcomes

    • How to deal with difficult customers
    • How to empower staff to deal with complaints
    • Immediate elimination of customer complaints
    • The golden rule is “never lose a guest”.

    Trainer

    Marc Thornton, MD of DTA Marketing has delivered hospitality training for 25 years to leading hotels in Ireland and in international markets. His book “Winning Lifetime Customers” deals with delighting and retaining guests. Marc was recognised by the Business  All – Stars Foundation  as a Thought Leader in Customer Culture.

      Price: €35pp
  • Dealing with Customer Complaints so Guests Return

    Delivery

    This three hour session will be delivered online.

    Who should attend?

    All frontline staff who engage with customers.

    Are you unsure how to deal with complaining guests?

    Do you have a complaints policy that everyone follows?

    Are your reviews damaging your reputation?

    Would you like to develop a “Complaints Strategy” that ensures the guests return?

     

    Modules include:

    • Is the guest always right?
    • How to rate a complaint and what to do about it
    • Empowering staff  - what should we allow them do ?
    • What to record so we can improve
    • Dealing with negative reviews

    Outcomes

    • How to deal with difficult customers
    • How to empower staff to deal with complaints
    • Immediate elimination of customer complaints
    • The golden rule is “never lose a guest”.

    Trainer

    Marc Thornton, MD of DTA Marketing has delivered hospitality training for 25 years to leading hotels in Ireland and in international markets. His book “Winning Lifetime Customers” deals with delighting and retaining guests. Marc was recognised by the Business  All – Stars Foundation  as a Thought Leader in Customer Culture.

    Price: €35 pp

  • Delivery This three hour session will be delivered onsite. Who should attend? All frontline staff who engage with customers. Modules include:
    • Understand latest customer care developments
    • Identifying customers’ expectations
    • Estimate the level of customer care here and plans to increase it!!
    • Explain Madness – doing the same thing all the time and expecting a different result
    • Difference between Service and CUSTOMER Service
    • Calculate the “Lifetime Value” of a customer and understand the implications of losing a customer (Golden Rule!)
    • Understanding why we lose customers – staff behavior major reason
    • Handling Complaints and empowering staff to do “something extra”
    • Learning from complaints – “+1” books
    • Setting Customer Care Standards – appearance, friendliness, professionalism, greetings
    • Importance of word of mouth – must do something different to get guests to talk about you
    • Upselling tactics
    Outcomes
    • A recognisable superior selling and customer culture throughout
    • A culture which new employees will easily enter and be part of your ethos
    • The golden rule is understood by all “never lose a guest”
    • Empower staff to deal with complaints
    • Immediate elimination of customer complaints
    • Substantial increase in delighted guests
    • Leading to increased percentage of returning guests
    • Increased sales per staff member
    • Increased profits!
    • Great reviews
      Trainer The trainer is Marc Thornton of DTA Marketing is a leading marketing, sales and customer care trainer in the hospitality market. Price €360 for delivery onsite in your premises (max 30 staff) €30 pp if an open programme (sharing with another hotel - min. 12 participants)   For more information or to book, call Dervla O'Neill on (086) 083 6626, or email: oneilld@ihf.ie

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