Complaint Handling in HOSPITALITY

Customer complaints are very much a part of working in the Tourism and Hospitality Industry. There is no way of preventing the odd complaint, but what can be avoided for both parties is the anguish in dealing with it.

These worksheets provide essential information to students on WHY it is important to resolve customer complaints quickly and efficiently. It describes the HOW through the Seven Step Complaint Handling method in poster and flow chart format and provides a wide range of scenarios for students to role-play and determine the best course of action to resolve the problems presented in each situation.