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Handling Customer Problems Positively Module

Handling Customer Problems Positively

Critical to delivering great customer service, this ‘Handling customer problems positively’ module explores how customer problems may occur and the 7 step approach to resolving customer problems and referring problems is thoroughly discussed using many specific hotel scenarios with the message of prevention is often better than cure!


  • Identify why customers complain and how they might feel
  • State the 7 steps to positive problem handling and how they are used effectively
  • Consider positive actions to solve customer problems

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