National Adult Literacy Database

This video explores the importance of handling complaints effectively in the hospitality industry.

The narrators discuss potential causes for complaints, including bad service, poor quality, and unavailability of a product. They point out that complaints can actually improve business by helping to identify problem areas. If patrons don’t complain, the problem can reoccur, business will be lost, and the firm’s reputation may suffer.

The video includes a scenario that shows a young man effectively handling a complaint from a young mother dissatisfied with the service provided by lifeguards at a water theme park. The narrators explain how the employee’s actions resolve the problem and minimize the customer’s dissatisfaction.

This video is part of the Emerit training program developed by the Canadian Tourism Human Resource Council (CTHRC), which represents 174,000 businesses in the tourism sector.