MILLER HOSPITALITY- Bespoke Hospitality TrainingProgrammes If your business like so many others depends on repeat customers, then ensuring that your staff handle complaints efficiently & effectively will no doubt be paramount for your organisation. In this course, we will train your team to home in on complaints before your customer has to. They will look at how to acknowledge a complaint no matter how insignificant it might seem to them. Analysis of a complaint and making sure that the complaint is solved before your customers leave the venue is of utmost importance. It might be the difference between whether a customer chooses to return to your business or passes on their complaint to other potential customers. This course will include: • How to analyse & acknowledge complaints • How to resolve problems consistent with company policy • Recording of complaints • Doing follow- ups to ensure that your customers remain happy • How to create Win- Win situations so that your business does not lose out How this programme will benefit you: • Fewer complaints overall as staff begin to recognise how to avoid the mistakes which are the root of most complaints. • Happier customers as complaints which do arise are handled more efficiently. • No lost business as customers who leave happy are therefore confident to return in the future. • You will build a reputation for " going that extra mile" for your customers. Who should attend? All new or existing line staff and Supervisors who have had a developmental need highlighted in their Appraisal. Duration 1 day Maximum per Group - 16pax Complaint Handling Management Training Howard Buildings, 26 Howard Street, Belfast, Co. Antrim, BT1 6PB T.+ 44 ( 0) 28 9024 5426E. info@ millerhospitality. comW. www. millerhospitality. com MILLER HOSPITALITY- Bespoke Hospitality TrainingProgrammes All of us will have to deal with change at some point in our lives. The current business climate means that we have to manage it more swiftly than at any other time. This particular course will focus on guiding your organisation through change at any level whether it be in preparation for, or in the middle of current changes. It will show you how you can pass some of the responsibility of change onto your team whilst empowering them. It will identify the different types of change that can occur & help managers to deal with strong feelings of opposition & cynicism about change. It will look at the how change can create positive changes for all involved including your business as a whole. How this programme will benefit you: • Change in your business will be well received resulting in reduced unrest & staff turnover. • Your organisation will " weather the storm" of change more efficiently & therefore more profitably as it will be viewed as a positive rather than a negative. • Communication will improve at all times with the effect of greater trust amongst staff. • Your team will unite better during change with less emphasis on an " Us vs. Them" culture. Who should attend? All Managers & Supervisors who may have to manage change within their organisation. Duration 1 day Maximum per group - 10pax Change Management Management Training Howard Buildings, 26 Howard Street, Belfast, Co. Antrim, BT1 6PB T.+ 44 ( 0) 28 9024 5426E. info@ millerhospitality. comW. www. millerhospitality. com 1920

Miller Hospitality Howard Buildings 26 Howard Street Belfast BT1 6PB. Contact Stephen Miller: T.+ 44 ( 0) 28 9024 5426 M.+ 44 ( 0) 77 8210 7119 E. training@ millerhospitality. com www. millerhospitality. com Miller Hospitality - WINNER - Belfast City Customer Service Excellence Award