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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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