Unit 4
When Things Go Wrong
Managing failures, recovery, and maintaining guest relationships.
Overview
Managing failures, recovery, and maintaining guest relationships.
Modules in this Unit
- The Psychology of Complaints - Understanding why guests complain, their emotional journey, and the hidden needs behind every complaint
- Service Recovery - Master the HEAT method for turning service failures into loyalty opportunities
- Difficult Situations - Handling aggression, unreasonable demands, and situations where you can't say yes
- Escalation Prevention - Preventing problems before they become complaints through proactive communication and early intervention
The Psychology of Complaints
Understanding why guests complain, their emotional journey, and the hidden needs behind every complaint
Why Guests Complain
narration • 15 min
The Emotional Journey
narration • 15 min
Hidden Needs Behind Complaints
narration • 15 min
Types of Complainers
narration • 15 min
Exercise: Decoding Complaints
exercise • 20 min
Reflection: Your Complaint Response
reflection • 10 min
Simulation: The Angry Guest
simulation • 20 min
Knowledge Check
quiz • 10 min
Integration: Your Complaint Mindset
reflection • 15 min
Service Recovery
Master the HEAT method for turning service failures into loyalty opportunities
The HEAT Method
narration • 15 min
Hear: Active Listening
narration • 15 min
Empathize: Showing Understanding
narration • 15 min
Apologize: The Right Way
narration • 15 min
Take Action: Resolution
exercise • 20 min
Reflection: Your Recovery Style
reflection • 10 min
Simulation: Service Recovery
simulation • 20 min
Knowledge Check
quiz • 10 min
Integration: Recovery Mastery
reflection • 15 min
Difficult Situations
Handling aggression, unreasonable demands, and situations where you can't say yes
When You Can't Say Yes
narration • 15 min
Declining Without Damage
narration • 15 min
Handling Aggression
narration • 15 min
Unreasonable Demands
narration • 15 min
Exercise: Difficult Responses
exercise • 20 min
Reflection: Your Triggers
reflection • 10 min
Simulation: The Impossible Request
simulation • 20 min
Knowledge Check
quiz • 10 min
Integration: Difficult Mastery
reflection • 15 min
Escalation Prevention
Preventing problems before they become complaints through proactive communication and early intervention
Prevention Mindset
narration • 15 min
Proactive Communication
narration • 15 min
Reading Warning Signs
narration • 15 min
Early Intervention
narration • 15 min
Exercise: Prevent the Escalation
exercise • 20 min
Reflection: Your Prevention Patterns
reflection • 10 min
Simulation: Early Intervention
simulation • 20 min
Knowledge Check
quiz • 10 min
Integration: Prevention Champion
reflection • 15 min