Service Recovery Hero

Use Guest Complaints to Grow Your Business

In the attractions industry, guest complaints are a natural part of the business. Regardless of how proactive you and your team are at creating a remarkable experience, there will always be guests who say that their experience fell below their expectation. Rather than striving for zero complaints, it’s more worth it to embrace your most dissatisfied guests and turn them into your most loyal advocates.

Service failures are part of standard operations. Service recovery should be part of standard operating procedures.

This course is designed to help attractions of all scopes and sizes - from theme parks to trampoline parks, zoos, museums, aquariums, and family entertainment centers - create and implement a service recovery strategy that doesn’t just solve problems… it grows the business.

Stop struggling with service recovery. Be the hero your guests deserve.

Watch this 2-minute video to learn more about the course.

Service Recovery Hero (20% off)
$796.00
One time

Service failures are part of standard operations, so service recovery should be part of standard operating procedures. In this course, you will gain the tools you need to streamline the process of collecting, resolving, and recovering from guest complaints, along with improving the experience for the future.

✓ 20% off full price of $995
✓ Over 5 hours of instruction
✓ Access for your internal colleagues
✓ Unlimited lifetime access
✓ A comprehensive PDF guide

What you’ll get

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    5 (ish) hours of content focused specifically on complaint resolution, recovery tactics, and managing negavite guest feedback.

  • ✺

    9 individual modules that organize the content, allowing for easy navigation and picking up where you left off.

  • ✺

    A comprehensive PDF to accompany the course, allowing you to follow along or reference back to specific modules.

  • ✺

    Take the course at your own pace! You can watch the entire course at once, or spread it out over several days.

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    Multiple speed options. For those who want to complete the course more quickly, you can watch the videos up to 2x the original speed.

  • ✺

    Unlimited lifetime access for you and your internal team (please do not share your account details outside of your organization).

What’s inside

Managing the Process

Now that we've covered the LAST model and the recovery toolbox, our focus shifts to effectively managing this process. The goal is to integrate these strategies into daily tasks for frontline team members, emphasizing training, empowerment, and meticulous documentation to track all guest recovery efforts accurately.

The Obscure and Unreasonable

The LAST model's adaptability is often highlighted in resolving service issues, from minor inconveniences to major problems. However, there are frequent questions about effectively handling unique or challenging situations. While applying the LAST model is generally the solution, there is value in dedicating a module to address specific instances, including obscure or seemingly unreasonable scenarios, such as guests rejecting offers, managing irate guests, and dealing with guests seeking compensation without legitimate cause. These examples can be explored in detail.

Collecting Feedback (and getting more complaints)

We'll explore how to collect guest feedback and increase complaints by embracing a culture that encourages guests to share their experiences, using four main methods: internal feedback, internal surveys, mystery shops, and online feedback. These methods support our guest experience, communication, and service recovery strategies, working together to gather valuable insights and foster a feedback-rich environment.

The LAST Model

The LAST model is a step-by-step process for handling service failures, essential for frontline team member training to resolve guest issues without escalating to a manager. It consists of four steps: Listen, Apologize, Solve, and Thank, aiming to leave guests satisfied and willing to return.

The Recovery Toolbox

This section explores practical strategies within the LAST model for effective service recovery, particularly emphasizing the "solve" step. It covers crafting compensation that resolves issues effectively, including high-value, low-cost options and strategies to encourage guest return. The aim is to transform the recovery experience into a positive memory that surpasses the initial complaint, benefiting both guests and the business alike.

Guest Communication

Now, we'll explore guest communication standards following the LAST model's real-time approach to service recovery. This primarily consists of internal communications along with responding online, which take a similar approach, yet have unique differences that must be addressed.

Using Feedback to Drive Growth

Earlier in the course, we highlighted the significance of guest complaints in business operations. They serve dual purposes: resolving immediate guest concerns and offering insights crucial for enhancing the overall guest experience. Our focus is on understanding how addressing perceptions, rather than just issues, can lead to continuous improvement. This module will cover data aggregation and analysis of guest feedback to refine our processes and elevate guest satisfaction. This topic is both thrilling and essential for optimizing the guest experience. Let's explore further!

Service Recovery Hero (20% off)
$796.00
One time

Service failures are part of standard operations, so service recovery should be part of standard operating procedures. In this course, you will gain the tools you need to streamline the process of collecting, resolving, and recovering from guest complaints, along with improving the experience for the future.

✓ 20% off full price of $995
✓ Over 5 hours of instruction
✓ Access for your internal colleagues
✓ Unlimited lifetime access
✓ A comprehensive PDF guide

Frequently asked questions

  • The course is an in-depth look at the best way to recover from service failures that occur in attractions, leisure, and tourism.

  • Anyone who feels that they or their business has the opportunity for improvement with service recovery. The course is specifically designed for leaders in the attractions industry.

  • You are welcome to include your peers within your organization at your specific venue and encourage them to take the course as well. For multi-unit operators, each location must have its own registration. For operators with 10 or more locations, contact me directly to discuss a bulk discount.

  • A robust service recovery strategy has incredible benefits, and this course is designed to help you achieve the following:

    -Collect more complaints through internal channels (before the guest goes public)

    -Enable your frontline staff (and your entire team) with the most effective method to address complaints

    -Empower your team to recover directly from a wide variety of service failures, eliminating the need for leadership's assistance

    -Develop the recovery toolbox that aligns with compensation that is high value/low cost, focuses on the experience rather than products, and encourages repeat visitation

    -Develop a structural process for training, empowering, and documenting all guest complaints

    -Address the most irate and disgruntled guests in a way that appeases the guest and keeps the team member in control

    -Use negative feedback to drive continual growth in the guest experience and the business as a whole

  • In total, the course is approximately five hours long; however, since it's self-paced, you can take as long as you need to complete it.

  • So... this question is kind of meta. In module 4 we'll specifically go over recovery tools that you can use to avoid refunds.

    So if you're not satisfied, we'll figure something out :)