Online Training: Whistler Experience - Conflict Resolution
Conflict Resolution will improve your skills when dealing with dissatisfied customers.
We live in a business climate where employee retention and customer loyalty are mission critical. In Conflict Resolution – Dr Colgate’s Power of Problem Handling and the Disney Institutes HEARD method are examined and applied to tackle common customer complaints in your organization.
What if I told you that when staff have the tools to solve guest concerns, work satisfaction increases. And that customer loyalty will increase when service failure occurs but is dealt with quickly and easily.
Conflict Resolution is perfect for:
- Managers, supervisors and front line staff that deal with dissatisfied customers
- Those dedicated to lead through empowerment, ownership & follow up
Five key takeaways include:
1. Understand who your customers are and their needs
2. Identify common customer conflict issues in your organization
3. Explore the Power of Problem Handling
4. Apply the HEARD method to resolve customer conflict scenarios
5. Explore Empowerment, Ownership and Follow Up
Caroline Bagnall, Founder, Connect Hospitality Strategies Inc.
Bagnall offers F&B management expertise in the organisation, 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 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.