Customer expectations shift constantly — but that doesn't mean every demand is valid. The Customer is NOT Always Right explores the real dynamics between businesses and customers, teaching participants how to balance service excellence with clear standards, empowerment, and emotional intelligence.
Through the Wheel of Customer Service model, and in particular, the 3 Cs, attendees will learn practical strategies for handling feedback, managing complaints effectively, and ensuring continuous improvement without compromising their organization's integrity.
The course would be of real benefit to customer service managers and team leaders, frontline customer support representatives, small business owners and entrepreneurs, sales professionals handling post-purchase service, or operations and quality assurance teams focused on customer satisfaction.
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Aidan Ryan is an experienced hospitality executive with over 20 years in leadership roles across prestigious properties in Ireland and the UK. During his time as General Manager and Group Director at Druids Glen Hotel & Golf Resort, Aidan championed a people-centered approach to service excellence. He has a strong background in setting revenue strategies, driving customer satisfaction, and achieving recognized employer excellence awards.
Aidan’s frontline and executive experience gives him unique insight into balancing customer expectations with operational realities. His real-world leadership, from managing iconic hotels to overseeing major brand investments, positions him to challenge the "customer is always right" myth with authority. Through decades of hands-on experience, he has seen how setting clear service standards and empowering teams protects brand reputation and builds true loyalty.
Aidan’s teaching connects operational strategy, emotional intelligence, and continuous improvement into a practical, usable system. Participants will gain from his deep expertise in customer feedback management, complaint handling, and service recovery.
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