Conquering Complaints: The Carrot Model™
This workshop provides a refreshing alternative to the recycled “service recovery” content of too many other hospitality programs. The KTN trainer first emphasizes just how important it is to properly receive and respond to guest complaints in the era of social media. Next, Doug Kennedy’s Carrot Model™ is presented, helping attendees understand the root cause of complaints is the uniquely human need for “validation.” Participants then explore the various personality types of those who complain as well as those who respond. Finally, a menu of real-world approaches and tactics that can be used by all are shared. It is best deployed as a follow-up to one of the other KTN hospitality modules listed above, or at lodging companies that have already done extenstive hospitality training on the essential basics.
These hotel hospitality training programs are presented in a half-day format that is repeated to allow for staff coverage. It is a highly engaging and interactive workshop experiences that are fun to attend.
For first time clients, as part of the installation of this program, KTN trainers arrive prior to training for an introductory – familiarization meeting. We offer advice about measuring results of the hotel hospitality training program and staff recognition or incentives for ongoing training reinforcement.
As with all KTN hotel training workshops, the content is customized for the needs of the client hotel or lodging company based on their market segment, property type, brand or company standards, and any unique operational needs.