This workshop shows the employees what to do when a guest makes a complaint or shows displeasure. The workshop explains why a guest complains and how to react to a complaint or an indication of displeasure, and provides confidence-building practice in dealing with such situations. The workshop goes into a lot of depth in these areas and provides plenty of role-play practice.

The workshop includes relevant content of the Heart-Based Hospitality workshop in 2. in order to encourage the employees to want to do their utmost to deal effectively with a complaint as well as prevent it from happening in the first place.