In the dynamic world of hospitality and customer service, even the most meticulous operations can encounter guest dissatisfaction. This comprehensive training course equips you with the essential skills and strategies for effectively handling complaints and implementing robust service recovery protocols. Learn how to turn negative experiences into opportunities for building stronger guest relationships, fostering loyalty, and safeguarding your brand reputation. Mastering handling complaints and service recovery is crucial for long-term success in any guest-facing industry.
This intensive training course delves into the art and science of transforming dissatisfied guests into loyal advocates. We will explore proven techniques for active listening, empathetic communication, efficient problem-solving, and the implementation of effective service recovery solutions. By understanding the psychology of guest complaints and mastering strategies for swift and satisfactory resolution, you'll empower your team to confidently address issues, retain valuable customers, and even enhance your brand image through exceptional handling of complaints.
Duration
5 Days
Course Outline
Module 1: The Significance of Complaint Handling and Service Recovery
Module 2: Active Listening and Empathetic Communication
Module 3: A Systematic Approach to Complaint Resolution
Module 4: Mastering Service Recovery Techniques
Module 5: Empowering Frontline Staff for Effective Complaint Handling
Module 6: Documenting and Learning from Guest Complaints
Module 7: Turning Negative Feedback into Opportunities
Training Approach
This course will be delivered by our skilled trainers who have vast knowledge and experience as expert professionals in the fields. The course is taught in English and through a mix of theory, practical activities, group discussion and case studies. Course manuals and additional training materials will be provided to the participants upon completion of the training.
Tailor-Made Course
This course can also be tailor-made to meet organization requirement. For further inquiries, please contact us on: Email: info@skillsforafrica.org, training@skillsforafrica.org Tel: +254 702 249 449
Training Venue
The training will be held at our Skills for Africa Training Institute Training Centre. We also offer training for a group at requested location all over the world. The course fee covers the course tuition, training materials, two break refreshments, and buffet lunch.
Visa application, travel expenses, airport transfers, dinners, accommodation, insurance, and other personal expenses are catered by the participant
Certification
Participants will be issued with Skills for Africa Training Institute certificate upon completion of this course.
Airport Pickup and Accommodation
Airport pickup and accommodation is arranged upon request. For booking contact our Training Coordinator through Email: info@skillsforafrica.org, training@skillsforafrica.org Tel: +254 702 249 449
Terms of Payment: Unless otherwise agreed between the two parties’ payment of the course fee should be done 7 working days before commencement of the training.
Dates | Fees | Location | Apply |
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02/06/2025 - 06/06/2025 | $1500 | Nairobi |
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09/06/2025 - 13/06/2025 | $1750 | Mombasa |
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16/06/2025 - 20/06/2025 | $1500 | Nairobi |
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23/06/2025 - 27/06/2025 | $1500 | Nairobi |
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07/07/2025 - 11/07/2025 | $1500 | Nairobi |
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14/07/2025 - 18/07/2025 | $3500 | Johannesburg |
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21/07/2025 - 25/07/2025 | $1500 | Nairobi |
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04/08/2025 - 08/08/2025 | $1500 | Nairobi |
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11/08/2025 - 15/08/2025 | $1750 | Mombasa |
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18/08/2025 - 22/08/2025 | $1500 | Nairobi |
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25/08/2025 - 29/08/2025 | $1500 | Nairobi |
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01/09/2025 - 05/09/2025 | $1500 | Nairobi |
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08/09/2025 - 12/09/2025 | $3500 | Dar es Salaam |
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15/09/2025 - 19/09/2025 | $1500 | Nairobi |
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22/09/2025 - 26/09/2025 | $1500 | Nairobi |
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06/10/2025 - 10/10/2025 | $1500 | Nairobi |
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13/10/2025 - 17/10/2025 | $3000 | Kigali |
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20/10/2025 - 24/10/2025 | $1500 | Nairobi |
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27/10/2025 - 31/10/2025 | $1500 | Nairobi |
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03/11/2025 - 07/11/2025 | $1500 | Nairobi |
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10/11/2025 - 14/11/2025 | $1750 | Mombasa |
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17/11/2025 - 21/11/2025 | $1500 | Nairobi |
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24/11/2025 - 28/11/2025 | $1500 | Nairobi |
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01/12/2025 - 05/12/2025 | $1500 | Nairobi |
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08/12/2025 - 12/12/2025 | $1500 | Nairobi |
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15/12/2025 - 19/12/2025 | $1500 | Nairobi |
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