compliant handling
DESCRIPTION
TRANSCRIPT
Handling Guest Complaints
A problem solved on time will definitely bring the guest back
Make it easy for the guest to express his concerns
There can be 4 types of complaints
Mechanical
Attitudinal
Service related
unusual
The basic rules
Not listening will not solve the problem
Always!
Listen with empathy
Give your undivided attention
Lack of attention will anger the
Guest even more
Maintain eye contact
Stay calm !
Never…Get aggressive
or flusteredor pick up a fight with the
Guest
Apologize
Express Regret
Offer solutions
Never make a promise which you don’t have authority to keep
Inform the guesthow much time
it may take to resolve the problem
Try to resolve the problem immediately…
Act on the problem
Monitor progress
of the situation
Follow upAnd
check to ensure whether the guest
is satisfied with the solution
Remember !......!.....!
Some guest are never satisfied, don’t let them effect you
If problem cannot be solved ,admit it
If the guest is very angry don’t try to resolve the problem alone