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Onlangs kregen wij onderstaande feedback op onze trainingen 'Omgaan met Klachten' van 1 van onze opdrachtgevers: Sofitel Le Grand Hotel Amsterdam (*****):

Laurent, ik kijk terug op een geslaagde trainingsdag.
Ik stuur je een mooi voorbeeld van de impact in het hotel, van twee medewerkers in actie die eerder de training volgden:

Dear Sir/Madam

We had the pleasure of staying at your hotel October 25-27.
On the first day of our stay we had a wonderful dinner at your Bridges restaurant.
While we and other guests were enjoying excellent food and equally excellent service a man on the neighbouring table chose to start yelling for the head waitress and upon her arrival started loudly verbally abusing her.
She ever so gently tried to calm him down, profusely excusing whatever he did not appreciate.
The guest continued abusing her, but eventually calmed down for a couple of minutes before leaving the place in a huff ordering his family to follow.

We would like to complement the Head waitress for her quiet and professional way, taking the abuse and trying to settle the loud and impolite guest with minimal disturbance to other guests. We would also like to complement the Duty manager for his support of his staff and the way he made gentle excuses to other guests for any disturbance caused.
As we stated to the reception, and also to the two, no excuses were due from the staff. They handled the unpleasant incidence in a highly professional manner and both showed great care for their staff and their guests.

In this way they made the whole incident into another proof of the high standard of staff and service of your hotel.
To us it is important that this is brought to the knowledge of the management.

Best regards

Van dit soort feedback worden wij heel blij! :) 

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