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