Customer Complaints: turning a potential negative into a positive

Presented by Marg Main, Turning Tables

In this session Marg 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

Note: This session is part of a leadership and management series that Marg is delivering, please contact kelly@restaurantnz.co.nz for more details

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.