In this session Marg Main will cover:
- Understanding why customers complain
- What are the common triggers for complaints in the hospitality industry
- A useful process to follow when handling complaints and issues
- Making sure the “sorry” and the “solution” are the right fit for both the customer and the business
Marg Main is the founder of Turning Tables, a hospitality training and coaching business focused on helping business owners nationwide to retain, develop and grow their teams. Marg is an industry professional with over 30 years of experience, in a mixture of roles and venues across the hospitality sector. She remains passionate about utilising her experience to inspire, interest and educate hospitality staff and managers across NZ. Marg is a creative and engaging facilitator, who brings a fabulous sense of humour and fun to her sessions.