CONFIRMING THE NEED
You reviewed business analytics and confirmed that resolution rates on Complaints decreased by 5% and No. of complaints increased by 8% in the last 6 months
MODULAR DESIGN
3 Modules of 3 hours each, topics: • Why are guests complaining? • The psychology of a complaining guest • Steps to handle a complaint
PROJECT
OPPORTUNITY
A General Manager has requested to create a learning workshop about Complaints Handling.
PROBLEM STATEMENT
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