The Right Words at the Right Time - Customer Service Recovery for Hospitality Industry

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PREVIEW ONLY - NOT FOR TRAINING. Sometimes it is the newest or least trained hospitality employee who has the last clear chance at saving guest relations. One employee becomes the face of your organization when things go wrong. This practical and memorable program is specifically designed to empower leisure and hospitality staff with a clear checklist of Customer Service Recovery tools and techniques.
From showing empathy and truly listening to exploring with permission phrases and presenting options, front-line hospitality employees will learn how to match the signals they send to guests with the words they say. A wide variety of realistic hospitality industry scenes, demonstrate the use of The Right Words at The Right Time, to over-come almost any service recovery challenge.
This valuable training equips your staff with a step-by-step process of turning frustrations or complaints into understanding and solutions. When dealing with guests who may not be at their best, it is all the more important that your staff be at their very best, and ready with The Right Words at The Right Time.
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[@presidentdoggy-doo1061]

Thank you for your video. I used to punch complaining customers and as a result never stayed on long in a job. Thanks to you, I've been working in a hotel for the last 10 days and not a single time have I knocked a guest out.

[@Renee-Heal-The-Eagle]

😂

[@fahmahassan86]

😅

[@holdensis]

[@knytewing3107]

Well back when I had a job, it was a greeting position.There was this 21 year old Italian woman named Veronica whose a nanny.I was doing my job and using my good nature, then her friends said that she's married and Veronica showed off her wedding ring right in my face.I told her that I was only 16.Also,there was this mean woman whose child's nose was bleeding.I tried to ask her if she needs some tissues.Then she started yelling and cursing at me saying it was a scar and asked why I was being rude.I wasn't being rude at all,I was only trying to help.On the bright side her friend gave me a hug and apologized for her friend's behavior.

[@Neekzilla1701]

Dont waste your time. Fast forward to 2.18. Your welcome.

[@ambitiousafmarketing6620]

Denika C ... lol , I did as you said. I had a feeling you are right.

[@adriancatalinemanoil6160]

kzbin.info/www/bejne/hZTYmIqabbRji9E

[@Rifamohammed]

Ugh. I've spent my whole 6 years frustrated with these kind of complaints. Any how i went from trainee receptionist to a front office supervisor 😉

[@mrm64]

I'll let you all in a secret. There IS NO "right answer" If the customer is mad, no matter how calm you say the answer, you will still get yelled at. It's all about baring it, grinding your teeth and forgetting about it when you get home.

[@wilberalfaro1595]

Incorrect , there are answers that will get the customer to feel like they are getting what they deserve.

[@hashninja]

​@wilberalfaro1595 or even do something to make that situation turn around I've down thousands of times

[@deeogul1836]

I was in the middle of helping a customer with a watch that she just bought. She aked me to set the time and put it on her wrist. I was laughing from the joke the customer was telling me. When another lady try to hand me a pair of shoes and says that if I can hold it for her while she looks for more. I told her very politely with a smile that I'll be right with you. She got upset. Mind you i was using both of my hands putting on the watch. Then she said, well can't you do two things at a time? I couldn't believe it. You should make a video about how to deal with customers that interrupts other customers. But anyway just when I was about to ask any other cashier to help the lady with the shoes...she angrily walks away. The lady with the watch said, "some nerve, I was here first and I waited patiently while you (I) was showing a customer how to sign up for a store credit card.

[@Learningplanetvideo]

Like what you're doing with these videos. We agree with the processes. Nice job

[@tangleslong499]

How do you put them into practice? How do you deal with a disgruntled customer that says, "get your supervisor!..didn't you hear? I want to speak with your supervisor!" How do you respond?

[@arai6147]

I understand, the supervisor will be here shortly. May I know what the issue is?

[@arai6147]

I tried 😝

[@thakurkrishna7300]

Just say "Sure mam/sir i will call him..can i know the reason maybe i will fix it"...

[@rosiloverosilove9512]

Thank you

[@Pleaselikemycomment1]

The lady who asked for a supervisor is the worst.

[@mrm64]

Can't STAND those mofos man. Make me wanna quit right in front of their faces..

[@aurelienvenus5612]

Yes 😂😂

[@material___]

She looks every inch of wanting to speak to the supervisor!

[@617-c1n]

good but too short, what are you selling, you know since this is an ad

[@AbdulRehman-yr1wt]

Where are the right answers? Was it not the right time??? Truth is there are no right answers. You just have to listen, apologize and compensate. FACT! (10 years experience and continued)

[@eezia]

What will be the conclusion

[@cataclysmicproductions]

Guys, just put 'em in their place.

[@ricktz6752]

Yes Mam u r ri8...

[@ratheeshmm8710]

USE LEARN PROCESS. ...THAT'S ALL

[@nightowl5475]

I usually fix things and the guest is extremely happy. I send a girl up to the room to relax the guest. After that, the guest becomes very happy and always wants to come back to the hotel. The trick is, find out the type of girl the guest likes and service your guests properly. If it’s an old bag, she probably isn’t getting serviced probably by her old man at home. Again, know your guests and service their needs. The old gal just needs to get shtupped. I then send up our male attendant. The next day, the old broad has Rosie cheeks and a wonderful glow about her. It may seem unorthodox in nature but it sure beats the free breakfast in the morning. Let’s face it, people today are stressed out and a good cleaning out the pipes usually does the trick. We have a great service recovery policy that works every time. Service with a smile!

[@vennaninon]

🥺🥺🥺🥺

[@ibrahim1khan298]

CovidImages need to be invested more than half19

[@heathermimiwahlquist5587]

There is #NoAdvice Worst #Infomercial I’ve ever seen..

[@babitasahu2550]

Hii

[@bluezone2637]

Waste time

[@shakilkhan-en7ru]

to Day I has problem with my manager on duty his working in prajay towers lb nagar I try to a call city police please find my job mistakes manager ignoring me using high plops pressure shoourting I am going to home city police hyd

[@KaledKelevra]

Wut?!

[@eugenekoshanof7328]

That is the most unhelpful video, ever

[@vikramkolluru7076]

Don’t waste your fucking time. People won’t listen and everybody are arrogant

[@Renee-Heal-The-Eagle]

I have met those people in real life😂

[@RashtaEinthisB]

my guy got charged $62 for a diet coke thats just outta pocket

[@donner1031]

the hotel guy charge for the bill for unresonable price

[@bebold2966]

She was like (Get your supervisor motherf****) LoL

[@fernandoangel969]

If I want to subscribe is it free?

[@andypazmino9075]

No entendi nada

[@victororama4414]

Yo tampoco xd

[@estrellakari108]

X3 😂

[@raselrahman3570]

Excellent