The retail, restaurant and service sectors are currently facing numerous challenges. Customer satisfaction is crucial to a company's success, but handling emotional complaints from customers can be particularly challenging. The Quality Tourism Services Association (QTSA) is organizing a seminar to explore more effective ways to handle complaints, helping companies build stronger customer service capabilities, transform complaints into opportunities, and enhance customer loyalty and brand image.

You are cordially invited to attend the QTSA Service Training – “A Better Way to Handle Emotional Complaints” Seminar together with your frontline staff, supervisors and training-related staff. Participants will learn about:

1. Understanding Emotional Complaints

• Common scenarios when handling complaints

• The impact of emotional complaints
• Ways to face and manage emotional complaints

2. Avoid Becoming an "Unconscious" Handler of Emotional Complaints

• Unintentional mistakes made by service personnel when handling complaints

• Consequences of being an "unconscious handler" of emotional complaints

3. Cultivating Calm Service Communication

• Enhancing recognition skills

• Listening to your inner voice
• Choosing your response consciously
• Fostering a positive mindset

 Seminar and registration details are as follows: