Service challenges offer leaders an important opportunity to understand the emotions behind a guest’s complaint and the deeper impact of their experience. In this virtual session, hosted in partnership with the Miami Beach Visitor and Convention Authority, we will explore how leaders can guide their teams to move beyond simply correcting an issue. The focus will be on recognizing what guests are feeling, identifying what those moments reveal about service expectations, and responding in ways that create lasting trust.
Designed for leaders in hospitality, public service and other guest-centered environments, this session will provide practical insights to:
· Interpret the emotions and expectations behind guest complaints
· Look beyond the technical solution and consider the larger impact of the guest experience
· Coach teams to respond with empathy, clarity, and confidence during difficult interactions
· Demonstrate leadership presence in the follow-up by showing up in unexpected and memorable ways
Next Session: Monday, September 14, 2026 at 1:00 pm
*Note: In order to receive your digital badge, interested participants must register individually and include an email address*
