different ways to handle guest..

1. HANDLING GUEST
COMPLAINTS

2. What is a Complaint?
 “An expression of dissatisfaction made to an
hotel, related to its products or services, or the
complaints-handling process itself, where a
response or resolution is implicitly expected”
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3. Why do customers complain?
 Their expectations have not been met!
 To release their anger
 To help in improve the service
 Because of concern for others who also use the
service
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4. Identifying a Complaint as a Gift

5.  A complaint gives you the opportunity to:
 Increase customer trust
 Build long term relationships-
 customers will use your services again if they believe
complaints are welcomed and addressed
 Engage customers as advocates
Is a complaint a gift? Why?

6.  Who is your advocate???
 A person who publicly supports or
recommends you
 Someone who speaks, or argues in your
favor
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You automatically Engage your Customer
as your Advocate!

7. Steps for Handling Customer
Complaints

8. How to Handle Customer
Complaints
 Listen
 Repeat
 Apologise
 Acknowledge
 Explain action
 Thank
 Follow up
 Remember not to take it
personally
 Remain calm
 Focus on the problem
and not person
 Turn unhappy people into
happy customers

9.  Address customers by name
 All communication should be in the first person.
 Use “I am sorry” not “we”
 Don’t make excuses or blame others in your hotel
 Give the customer your full attention and establish eye
contact
 Paraphrase their complaint in your own words to
determine whether you have correctly understood the
situation.
How to Handle Customer Complaints

10.  If you don’t know the answer to their problem, don’t
lie.
 Make the customer part of the solution
 not part of the problem
How to Handle Customer Complaints

11.  Be positive
 Take things professionally and not personally
 Aim for customer satisfaction, not just service
 Solve problems without blaming yourself or others
Summary

12. Thank You