What happens when we ask our guest, “How are you enjoying your experience?” and the guest replies with, “Do you really want to know?”
This program is about empowering your staff to deliver on your company’s specific approach to excellence in guest service recovery. What distinguishes our approach is the amount of in-depth practical role-play and rehearsal that we utilize to exhaust any and every scenario. We recreate guest interactions to illustrate disappointed guests, disruptive customers, and any other necessary scenario to fully equip the staff with the essential skill set. The goal here is simple: NO GUEST LEAVES UNHAPPY.