How to Un-Screw Your Bar
(Room Booth 915)
08 Mar 16
3:10 PM
-
3:30 PM
The goal of zero defects is admirable but unattainable. Even the organizations that are best at delivering service to their guests aren’t perfect. They invest significant time and resources into making sure that when they fall short, they make it right – they recover. In this dynamic and informative session, Professor Brian Warrener of Johnson & Wales University will discuss the inevitability of customer service failures, the costs associated with these failures and the many benefits of fixing them. Participants will be introduced to the best service recovery practices used by the best organizations and take away a training program that can be simply and immediately implemented in their own operations. *Attendees will receive a shortened version of the original Breakout Session