Conquering Complaints, CONFIDENTLY

20 - 20 June 2025
Grand Hotel Amrâth Amsterdam
Prins Hendrikkade 108
Amsterdam, 1011 AK
Netherlands, The

Join in as Doug Kennedy provides highlights from KTN's brand new training workshop. We all know that it is ideal if the person who first receives a guest's complaint can receive and resolve it. Forcing them to wait for a supervisor or manager often causes their frustration to grow, along with their expectations of compensation from someone higher up the org-chart. Yet without proper training, frontline staff may feel ill-prepared and unqualified, even if management has said they are "empowered" to do so. Participants in this webcast will learn the root causes of guest complaints are situationally and emotionally based, and certainly not intended as a personal attack. Armed with a better understanding of their important role, easy-to-remember service recovery techniques, plus a few helpful hints borrowed from the field of psychology, your staff will gain the confidence needed for their important role. This webcast covers:

• Why we should welcome guest complaints and recognize that they offer us a second chance.
• No, it's not true that guests are getting more difficult. Rather, the automation of routine guest conversations has increased the likelihood that those who reach out to us humans are experiencing a problem or have a complaint.
• This incorrect perception is also caused by what psychologists call "Rosy Retrospection."
• How to avoid commonly used "trigger words" and phrases that can cause guests to have a mental "spiral."
• KTN's Carrot Model for understanding the root cause of guest complaints, which reminds us of the often-missing part of traditional "service recovery" training.
• Yes, there are definitely some "guest bullies" out there, so this webcast also presents copying techniques such as using your "power of release" over negative guest encounters.

Doug Kennedy’s Next Staff Training Webcast: Capturing More Catering and Event Sales Revenue


Doug Kennedy
Email: Doug@KennedyTrainingNetwork.com


Kennedy Training Network (KTN)
www.kennedytrainingnetwork.com
5595 Orange Drive, Suite 201
USA - Davie, FL 33314
Phone: (01) 954.533.9130
Email: info@kennedytrainingnetwork.com