High live the complaint

Author: Benno Peter Dollischek Solutions for positive complaint management No company in the world can be so perfect that every guest is satisfied with the services and offers at all times. Disgruntled guests complain. Some sober and factual, some emotional or even aggressive and hurtful. Often complaints are perceived as annoying, the staff is overloaded and not trained, suitable to respond. Benno Peter Dollischek points out which steps and procedures help to handle the complaint successfully, what you can do, say or offer in order to get the situation under control and to satisfy the guest. Ultimately, complaints should be seen as an opportunity that can be used to expose grievances and eliminate vulnerabilities. Because only then can they be avoided. Benno Peter Dollischek, a trained hotel clerk with many years of leadership experience in Germany and abroad, is an independent trainer for services and management, but also a training manager for Steigenberger Hotels AG and head of the Best Western Training Institute. His recipe for success is: expertise and practical concepts, which are always geared to the target group and are appropriate to the needs. 168 pages Format: 17.5 x 24.5 cm ISBN 978-3-87516-041-3 1st edition 2003