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Ways and means for effectively dealing with customer complaints - must for everyone in Customer Service/Hospitality industry.
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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 hotels 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
ete
ntio
n)
1
Extremely
Dissatisfied
2
Somewhat
Dissatisfied
3
Slightly
Dissatisfied
4
Satisfied
5
Very
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. Dont 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
special
If 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 dont know
No
Thats not my job
Youre right, its awful
Thats not my fault
You want it when?
I suppose
With all due respect
Ill find out
What I can do is...
This is who can help you...
I understand your frustration
Im sorry
Ill do my best
I can
I will
Brisk, erect walk Confidence
Standing with hands on hips Readiness, aggression
Sitting with legs crossed, foot kicking slightly Boredom
Sitting, legs apart Open, relaxed
Arms crossed on chest Defensiveness
Walking with hands in pockets, shoulders
hunchedDejection
Hand to cheek Evaluation, thinking
Touching, slightly rubbing nose Rejection, doubt, lying
Rubbing the eye Doubt, disbelief
Hands clasped behind backAnger, frustration,
apprehension
Locked ankles Apprehension
What does your body language indicate..
Head resting in hand, eyes downcast Boredom
Rubbing hands Anticipation
Sitting with hands clasped behind head, legs
crossedConfidence, superiority
Open palm Sincerity, openness, innocence
Pinching bridge of nose, eyes closed Negative evaluation
Tapping or drumming fingers Impatience
Stepping fingers Authoritative
Patting/fondling hairLack 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