Class Description

This class will discuss the impact of broken service promises, define the four keys to C.A.R.E for guests, demonstrate how to connect with an upset guest, how to act on improving the situation, how to resolve the guest’s concerns, and how to exceed expectations to earn back loyalty.

Class Summary

    1. Make it Right: Win Back the Guest

    1. Knowledge Check

    1. CLIMB Training Survey

    1. Make It Right Win Back the Guest ACTION SHEET

Lessons Included:

Cost of Broken Service Problems; 4 Keys to Respond and Recover; Showing C.A.R.E. for Guests

  • Availability

    This class is available as a stand-alone 60-minute class, or as part of a Series. For teams, this class is available as part of the subscription.

  • What You Get

    Online class, with knowledge checks along the way. A downloadable Action Sheet (learning summary for future reference).

  • What You Earn

    If you take this as a stand-alone class: printable credential (CEU Record) If you take this as part of a Series, when you complete the entire Series, you earn: printable credential (Record of Accomplishment), digital badge.