IHG Problem Handling

_____________ is IHG online feedback survey platform

• My Learning

• Medallia

• IHG Online Website

When do you think guest are more likely to share their experiences about their stay?

• When they had an Excellent Experience

• When they had a stay as they expected

• When they had a Bad Experience

• When they feel to write about it

When things go wrong for a guest, what do you think is most important thing you can do for them?

• Let them speak to a manager

• Make sure that you give them free bees

• Make sure you handle the problem correctly

Problem need to be resolved in order to increase guest satisfaction (True of False ) ?

It's important to always respond _________ and not ____________ when emotions are involved

• Promptly , Occasionally

• personally, professionally

• professionally, personally