Description

How to turn dissatisfied customers into loyal customers while increasing your team's work satisfaction!
 

As a leader you will need to be able to support your team in dealing with customer complaints. Join this training to learn how you can turn these incidents into positive experiences for everyone involved. Plus, when staff have the tools to solve guest concerns, work satisfaction increases!

Key takeaways:

• Understand who your customers are and their needs 
• Identify common customer conflict issues in your organization
• Use the HEARD method to resolve customer conflict scenarios

 

Facilitator: Caroline Bagnall
Hospitality & Tourism Professional, Adult Educator, and Sustainable Events Advocate at Connect Hospitality Strategies Inc.
Website | LinkedIn

At the helm of Connect Hospitality Strategies Inc. is Caroline Bagnall, a 20 year resident of Whistler, Hospitality & Tourism Professional, Adult Educator, and Sustainable Events Advocate.

Bagnall offers F&B management expertise in the organization, planning and execution, and service of client events garnered as Sr. Manager of Whistler's 65,000 sq. foot Conference Centre, Instructor at Capilano University, and as Director of Banquets the Hilton Resort & Spa's 13,000 sq. foot facility.

Previously, as the Asst. Director of F&B at Fairmont Hotels & Resorts, Bagnall was acclaimed as Leader of the Year, and was identified by her peers as an outstanding performer. Bagnall also served as the General Manager overseeing the opening of the Hard Rock Café and Boutique in Whistler.

Bagnall has coached, trained and mentored hundreds of staff during her career as restaurant manager and Food & Beverage director, and now finds increasing satisfaction in a more formal teaching and consulting role.

A faculty member of Capilano University, Bagnall customized and delivered F&B Management courses for the Destination Resort Management Program. Her widely-applauded communication skills, industry expertise and practical experience are augmented by professional certification in adult and ongoing education and facilitation skills.