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Developing People, Performance & Business

Book Workshops
How to Deal with a Crisis of Food Poisoning & Complaint Handling
:
Wednesday 16 April 2014, 10:00 - 12:30
€70.00pp (CKA Members Free)



This workshop has been designed to communicate information that every team member of your hotel needs to know.


Section 1 will cover the procedures that need to be taken to handle an outbreak of food poisoning. Whilst the approach to the investigation and control of an outbreak is likely to vary, dependent on the circumstances, it is imperative that effective investigation and control requires work with your team to bring together the different areas of expertise to deal with a situation correctly.


The objectives of this section will include:
• What to do if an outbreak occurs
• How to handle an investigation
• How to handle the media
• Investigate the potential costs and damage to your business
• Being aware of common exposure factors


Section 2 of this workshop is aimed at team members who deal directly with customers, particularly in a front line roll. It will prepare them with the skills and resources necessary for dealing with complaints and irate customers. Participants will gain an understanding of customer needs and expectations, they will develop and implement effective communication techniques, learn how to handle difficult situations in a professional way which will boost their assertiveness and confidence.


The objectives of this section will include:
• Examine Complaints Minor/Major
• Identify 6 Golden Rules Of Customer Care
• How to apply Communication Skills
• The importance of Team work
• Analyse procedures already in place


Course Leader(s)

Location 
Clarion Hotel, Liffey Valley, Liffey Valley, Dublin, Co Dublin, ,