edutrainment Company

Complaints in the virtual coffee shop

Complaint management for hotel staff: not necessarily the first subject that people get excited about. Often participants have to put up with an established expert in a grey suit, with a raised index finger to tell hotel staff how to deal with difficult guests. The “Moonpenny Concept” is quite different, and that’s why it was given the Gold medal by the jury of the International German Training Prize 2009. After silver in 2008, we now have gold in 2009. We are quite proud of ourselves!

For the training program a scenario was developed for a virtual coffee shop chain “Moonpenny”, in which participants can work out how to deal with strange customer complaints and find their own solutions. The scenario proved particularly successful due to a large number of case studies and extensive transfer measures. For example improvisation actors were used, cartoons developed for the staff magazine, and the possibility created to open your own coffee shop in the virtual world, “Second Life”.

The aim of these unusual measures is to make the theme experiencable for the participants and to instill a deepened sense in hotel staff for dealing with complaints  in a professional manner. The jury praised the “very well structured concept with  clear goals – also for the contractor – and the suitable use of entertaining aspects”.

In this context we particularly thank the ACCOR academy and all the customers, that have the confidence in us, to develop unusual training formats together.