Complaint Handling Keeping Guests Happy

Complaint Handling: Keeping Guests Happy

In this meeting we will learn

• Importance of keeping guests happy

• Reasons of guest complaints• Impacts of guest

complaints.• Handling complaints• Making opportunities from

complaints• Positive Words and Phrases

Break out: Moment of Truth..

What is a complaint?

“an expression of dissatisfaction by a customer whether justified or not”

A happy guest...

• Returns the next time.

• Recommends the place to his friends and acquaintances.

• Avails other services of hotel.

• Appreciates the hotel staff and respects them

• And thus, the profits are increased

Did you Know?

A study suggests that 95% of customers stop using a hotel’s service because somebody from the hotel staff was rude to them!

Why do guests complain?

• Bad service• Unsatisfactory service• Delayed service• Issues not being

handled seriously• Rude and disinterested

Staff• Not getting the services

promised• Anything extra you can

think of?

Impacts of Guest Complaints

• Loosing the customer• Loosing the opportunity

to serve the customer better

• Bad name for organization

• One unhappy customer stops 35 people approximately from his friends and acquaintance from using the service.

Effects of complaints

5%

45%

50%

Tip of the

iceberg

Zone of Affection

Zone of Defection

100%

80%

60%

40%

20%

0%

Loya

lty(R

eten

tion)

1Extremely

Dissatisfied

2 Somewhat

Dissatisfied

3 Slightly

Dissatisfied

4 Satisfied

5Very

Satisfied

Zone of Indifference

Effect of complaints

Satisfaction

Actively Seeking Customer Complaints

It is important to realize that organizations that are totally customer-focused do not just respond effectively to customer complaints; they actively seek them out. A research indicates that for every complaint expressed there are over 25 unregistered complaints. Many dissatisfied customers just quietly take their business elsewhere. Therefore, organizations that are truly committed to delivering Superior Customer Performance work hard at providing their customers opportunities to complain.

Communication

Words(7%)

Body Language

(55%)

Voice(38%)

Face to Face

How we communicate

The most effective method of handling complaints

Kill the reason of complaint. Don’t let the complaint arise in first place.

Eight Steps to complaint resolution

• Provide customers with the opportunity to complain.

• Give customers your full and undivided attention.

• Listen completely. • Ask the key question: "what else?" • Agree that a problem exists; never

disagree or argue. • Apologize. • Resolve the complaint. (Ask again: "what

else?") • Thank the customer for bringing the

complaint to your attention.

Special Cases

Do something extra that you can as a gesture of apology to make customer feel specialIf you cant give to customer what he/she is asking for, rather than refusing straightaway, give another option.

Handling customer complaints

overcome complaints with

E.A.S.E

E.mpathise

A.ssess

S.olve

E.valuate

Complaint is an opportunity..

Guest complaint is an opportunity to go that extra mile to resolve it, and do something special for the customer so that he knows he is valued and thus he comes back.

Being positive

Negative words or phrases Positive words or phrases

I don’t know

No

That’s not my job

You’re right, it’s awful

That’s not my fault

You want it when?

I suppose

With all due respect

I’ll find out

What I can do is...

This is who can help you...

I understand your frustration

I’m sorry

I’ll do my best

I can

I will

Brisk, erect walk ConfidenceStanding with hands on hips Readiness, aggressionSitting with legs crossed, foot kicking slightly Boredom

Sitting, legs apart Open, relaxedArms crossed on chest DefensivenessWalking with hands in pockets, shoulders hunched Dejection

Hand to cheek Evaluation, thinkingTouching, slightly rubbing nose Rejection, doubt, lyingRubbing the eye Doubt, disbelief

Hands clasped behind back Anger, frustration, apprehension

Locked ankles Apprehension

What does your body language indicate..

Head resting in hand, eyes downcast Boredom

Rubbing hands AnticipationSitting with hands clasped behind head, legs crossed

Confidence, superiority

Open palm Sincerity, openness, innocence

Pinching bridge of nose, eyes closed Negative evaluationTapping or drumming fingers ImpatienceStepping fingers Authoritative

Patting/fondling hair Lack of self-confidence; insecurity

Tilted head Interest

Stroking chin Trying to make a decision

Looking down, face turned away Disbelief

Biting nails Insecurity, nervousness

Pulling or tugging at ear Indecision

Continued…

Did we learn about….?

Importance of keeping guests happy Reasons of guest complaints Impacts of guest complaints. Handling complaints Making opportunities from complaints Positive Words and body language

Mo.No. :- 94279-13540

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