Handling Customer Complaints in the Hospitality Industry Turn negative feedback into positive results 1-Hour CareerTrack Webinar — February 9, 2012! Working in the hospitality industry or any industry with customers guarantees one thing — you will hear complaints. How you handle those complaints can be the difference between losing a customer and gaining a customer for life. Dealing with customer complaints in a positive manner can lead customers to feel good about the service they received and overlook a bad experience. Handling complaints is a skill everyone in the hospitality industry should learn. We'll teach you how to not only handle complaints, but take control of them and turn a bad experience into a positive one for your customers. In this one-hour webinar, you will learn: Why and how customers complain — In this information age, customers can get the word out about a bad experience at lightning quick speeds making it vital to give your customers a positive experience and solve problems quickly How to turn customer complaints into an opportunity — Most customers don't complain about bad experience … they just don't come back, so take what complaints you do get seriously to turn them into an opportunity to improve The 7 steps to successful resolution of customer complaints What to do when the customer isn't right — How to create a win-win situation Techniques to prevent complaints before they happen Who will benefit? This webinar is designed for people who work in the hospitality industry who face customers and may need to handle customer complaints. This could include facility maintenance, servers, housekeeping, bartenders, managers or any other job with a focus on direct customer service. Don't lose another customer because his or her complaint was not handled properly. Sign up today for this one-hour webinar to ensure you know the proper way to handle complaints.   100% SATISFACTION GUARANTEED! As always, your satisfaction is our #1 priority. If for any reason you're dissatisfied, we'll arrange for you to attend another seminar, choose a different product, or receive a full refund — hassle free!

Webinar Start Time: 2 pm Eastern 1 pm Central 12 pm Mountain 11 am Pacific 10 am Alaskan 9 am Hawaiian How does a Webinar work? You will receive a confirmation email 2 days prior to the event containing instructions for connecting to your Webinar and downloading the accompanying note-taking guide. A reminder notice will be sent the morning of the Webinar. To verify your registration, you will need to enter the Meeting Room and Access Code found in your confirmation and reminder emails. Use the URL and connection information provided in your reminder emails to access the online portion of the Webinar. You may listen to the audio portion using your computer speakers or by calling the event phone number provided in your reminder emails. Your registration allows you one web and audio connection for unlimited participants. That's it … sit back and enjoy the Webinar! If you have additional questions, please visit our FAQs. Q&A Session Immediately following the Webinar, the phone line will be opened up to conference participants who wish to submit questions to our speaker, time permitting. Webinar Registration Information & Enrollment Your email address is required at registration. Your confirmation code will be emailed to you along with the toll-free number, Webinar URL, and note-taking guide. An order acknowledgement will be sent within 24 hours of registration. This message will include an email address that you may use to submit questions prior to the event. A CD-ROM is made available of each Webinar. You may choose to purchase the CD-ROM with the Webinar, or separately. See ordering information below. The CD-ROM will be available for shipment approximately 3 weeks after the Webinar. NOTE: In order to receive your registration confirmation and phone number, you must make full payment in advance of the Webinar. Questions? Please contact our Customer Service Representatives at 1-800-905-8456.

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Ordering:

Type	Product	Code	Item Price
Webinar	Combo Offer (Save $150)	HCC00201PK	US $248.00	Buy Now	Save to Wish List
Webinar	Event Only	HCC00201WC	US $199.00	Buy Now	Save to Wish List
Webinar CD-ROM	Recording from event on 8/14/12	HCC00201DR	US $199.00	Buy Now	Save to Wish List