Sponsored By Travel Outlook and Track Hospitality Software
Register your team and participate live, or view the recording, of Doug Kennedy’s next 40-minute training webcast scheduled for Friday, June 20, at Noon EDT. REGISTER HERE This webcast will be of interest to all hospitality staff, supervisors who handle escalated guest situations, and managers to train and mentor their teams.
Join in as Doug provides highlights from KTN’s newest on-site training workshop. “We all know it’s ideal if the person who first receives a guest’s complaint can receive and resolve it,” says Kennedy, “and forcing them to wait for a manager only 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 key 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. This incorrect perception is also caused by what psychologists call “Rosy Retrospection.”
- Rather, the automation of routine guest conversations and requests has increased the odds that those who reach out are experiencing a problem or have a complaint.
- 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: providing validation for their emotional (over-) reactions.
- Yes, there are definitely “guest bullies” out there, so this webcast also presents copying techniques such as using your “power of release” over negative guest encounters.
Recordings of previous webcasts are available on KTN’s YouTube channel and are now also being distributed on your favorite podcast channel or on KTN’s Spotify channel.
Everyone who registers for this and all KTN webcasts receives a link to the recording, even if they cannot attend. The 40-minute format is perfect for “lunch and learns” or excerpts can be shared at staff meetings. The target audience is anyone who is interested in upskilling themselves or others, and the topic areas are broad enough to be relevant for all sectors of the lodging industry.
“We are grateful to the generosity of our sponsors who have allowed us to offer complimentary admission,” said Kennedy. “It takes a lot of time to design, promote, and deliver these events, and so we would normally charge at least $99 registration per person, but this series is now completely free to all.”
Sponsors include: Travel Outlook, the only KTN Certified call center, and Track Hospitality Software, a TravelNet Solution, whose products include a PMS and CRM.
Complimentary re