Part 7 Dealing with Complaints

Rules for Dealing with Complaints1. Listen carefully to the complains.2. Do not interrupt.3. Wait until the person has finished completely.4. Apologize.5. Speak normally to:

5.1 summarize or repeat the complaint 5.2 explain what action will be taken, and how quickly6. If the guest is angry, aim to remove the scene to somewhere private.

Expressions Used for Dealing with Complaint

Apologizing- I’m sorry.- I’m very/ terribly/ extremely sorry.- I’m really must apologize.- I do apologize.

Showing attention to what the guest is saying- Yes.- I see.

Explaining or promise the action to be taken1. Getting someone else to do something - I’ll have (it sent up to you immediately.) - I’ll get (it attended to you right away.) - I’ll make sure (it’s brought to you now.)

2. Sorting out by yourself - I’ll deal with this problem myself right now. - I’ll look into this case immediately. - I’ll sort out this mistake right away. - The first thing I’m going to do is……………….

3.Moving the scene to any place private - Let’s go to my office. - Would you like to come to the lounge? - Why don’t we go to my office?

Group DiscussionIn group, discuss how you would handle thefollowing people complaining in your hotel,using the steps of the rules for dealing withcomplaint as a guide.

1. A guest who can’t speaking English very well, complaining about the size of her room.

2. An elderly man complaining about how many stairs he has to walk up to his room.

3. A dinner guest, who is part of a large and important wedding party, complaining about the quality of the food.

4. A drunk customer in the hotel restaurant, complaining loudly about the slow service.

5. An extremely rude and angry guest, complaining about her bill when checking out.

Speaking PracticeRespond to the following complaints.

Example:Complaint: The bathroom in my room is dirty.Apology: I’m extremely sorry.Action: I’ll send the chambermaid up to clean it immediately.

1.Complaint: The room I’m in is extremely small. I want to move room now. Apology:______________________________ Action:________________________________ ________________________________

2. Complaint: The food is bad and the service is very slow.

Apology:_____________________________ Action:_______________________________ ______________________________

3. Complaint: This is the worst bottle of wine I have ever had. It’s taste like vinegar. Apology: ____________________________ Action: _____________________________ _____________________________ _____________________________

4. Complaint: Room service haven’t brought us two cups of coffee. Apology:_____________________________ Action:_______________________________ _______________________________

5. Complaint: I’m not certainly going in the pool, it looks very dirty. Apology:_____________________________ Action:_______________________________ _______________________________