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Does the Hotel's Hard Claim Trainingcourse include practical content?

Yes. The course is designed to meet the needs of our clients and teach skills that can be put into practice right away.

Is the Hotel's Hard Claim Training course available online?

Online and partially web-based courses are both available upon request.

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Hotel's Hard Claim Training

Empower your staff to handle challenging customer situations with confidence and professionalism.

This comprehensive training program is designed for hotel employees at all levels, equipping them with the skills to effectively address challenging complaints. By focusing on practical techniques and real-world scenarios, we help participants develop valuable skills and confidence in their ability to resolve customer issues.

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Reskill’s Service Commitment

Full Preparatory Support

We provide comprehensive support before, during, and after the training session to ensure a seamless experience for our clients. Training materials will be delivered directly to your office in advance, at no additional cost, ensuring the smooth, efficient, and enjoyable process.

Flat Rate Pricing

Guided by the principle of "Train more. Pay less," our courses are offered at a clear and fixed price with no limit on the number of participants. This approach extends even to customized, instructor-led, in-company training programs, enabling organizations to create an optimal training environment while maintaining budget clarity.

Online Training Options

To meet the diverse needs of our clients, we offer flexible training formats at no extra charge. Whether you prefer in-class sessions, online training, or a hybrid approach (partially web-based), we are here to accommodate your preferences. Please don’t hesitate to contact us to discuss the format that best suits your requirements.

Training Code: 100667 Information updated: 2024/12/18

Training Participants Who Benefits the Most Training Outcomes 3 Features Training Curriculum Training Duration Training Cost Requirements

Hotel's Hard Claim Training Goals

Equip employees working in the hospitality industry with the skills necessary to effectively handle challenging customer complaints.

Who Benefits the Most

Young employees Experienced employees Managers

The following is a general list of target participants for the training and can be adjusted upon review. Please contact us regarding your needs.

Hospitality industry professionals, hoteliers, newcomers to the field, and individuals seeking new skills for effective customer interactions will find valuable insights here.

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Result of Hotel's Hard Claim Training

Learn to identify and address different types of complaints, from general inquiries to more complex issues
Gain the confidence and skills required to navigate difficult customer interactions and resolve complaints effectively
Develop practical strategies for improving customer satisfaction and building positive relationships with guests.

Training Objectives

1. Understand complaint types and learn how to handle them

Learn to differentiate between general complaints and more challenging situations, and appropriate response methods

2. Learn about challenging complaints and develop skills to handle them

Gain practical insights into handling both routine and challenging complaints, ensuring a consistent and professional approach.

3. Learn practically through exercises and apply improvements to future responses

Through interactive exercises, participants will develop the confidence and skills needed to respond effectively to hotel industry customer concerns.

Estimated Training Duration

3 hours (subject to change)

Hotel's Hard Claim Training Curriculum

Other training content can be incorporated into the curriculum upon request at no additional charge.

1. Customer Satisfaction Fundamentals	[Goal] Review what customer satisfaction is and reflect on your hotel’s own customer experience.
1. Customer Satisfaction Fundamentals	What is customer satisfaction (CSAT) and why is it important to understand? Importance of hospitality in service [Emphasizing the role of hospitality in exceeding customer expectations/The difference between hospitality and providing a service/What is a hospitality mindset.]
2. Types of Complaints and How to Handle Them	[Goal] Understand the types of complaints and how to handle them.
2. Types of Complaints and How to Handle Them	Categorizing complaints [Differentiate between general complaints, unusual complaints, and malicious complaints]. The 6-step complaint handling process [Systematic approach to resolving customer complaints]. Characteristics of unusual complaints [Explore the unique traits of challenging complaints, including persistent and pathological types]. Importance of record-keeping [Understand why documenting all interactions with customers is crucial]. Strategies for handling unusual complaints [Learn effective techniques for dealing with persistent, pathological behavior, and other challenging customer behaviors].
3. Malicious Complaints Response Guidelines	[Goal] Understand the characteristics of malicious complaints and learn effective strategies to handle them
3. Malicious Complaints Response Guidelines	Characteristics of malicious complaints [Identify the key features of complaints motivated by malice rather than genuine concerns]. Addressing malicious complaints [Learn specific techniques for dealing with malicious customers, including partial apologies, pacing the conversation, verifying facts, and escalating to appropriate departments]. Customers who harass [Gain insight into the concept of customer harassment and its implications]. [Exercise] - Practicing complaint handling: Applying the techniques through practical exercises.

Training Cost

We offer comprehensive customizable training programs for your entire team at a fixed rate, regardless of the number of participants. Whether you need in-class, online, or hybrid training, we can accommodate your specific needs without additional charges. Our pricing model ensures transparency and flexibility, allowing for last-minute adjustments without extra costs.

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Hotel's Hard Claim Training Participant Requirements

Better if employees have hospitality experience.

Area

We offer a variety of instructor-led training programs in Singapore, both online and in-person.

Frequently Asked Questions

I would like to know how much the Hotel's Hard Claim Training course cost.: Click here to get a quotation in 10 seconds.

Does the Hotel's Hard Claim Trainingcourse include practical content?: Yes. The course is designed to meet the needs of our clients and teach skills that can be put into practice right away.