Here is the course outline:
Before we begin exploring customer complaints in hospitality and how to address and recover from service failures, let's go back in time and look at the history of "Quality".
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In this module, we'll discuss the types of complaints people have, the types of complainers, and why they complain.
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In this module, we'll investigate the service recovery paradox, service failures in the hotel and restaurant industries, justice recovery and cultural perspectives.
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In this module, we'll develop a Service Recovery Management Program for L'Hôtel Bleu.
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Completion
The following certificates are awarded when the course is completed:
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Certificate of Completion 2022 |
