Handling Guest Compaints Handouts
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Transcript of Handling Guest Compaints Handouts
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W E L C O M E !
Rayavadee Handling
Guest Complaints
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Whats the problem Handleemotions S.T.O.P.
Self-talk
Listenactively Openingstatement
Consistent bodylanguage
Apologise/Empathise Apologystatement
Wordsofempathy
Offerhelp
Clarify QuestioningParaphrasing
Own, Solve and Follow
Through
Takeownership Avoid triggers,use calmers
Solvethe problem Involveguestinfindingsolution
Provideoptions,ina positivemannerand
getagreement
Followthrough Followthroughguidelines
WOW the guest Exceedexpectations Diagnoseseveritylevel
Giftcommensuratewith problem
Agenda
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Guidelines
Handling Emotions
Active Listening Apologize & Empathize Clarifying the Situation Own, Solve and Follow Through
Exceed Expectations
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S.T.O.P. TECHNIQUE
Knowyour S IGNALS
T AKE CONTROL ofyourself
Dothe O PPOSITE ofyoursignals
P RACTISE
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S.T.O.P. TECHNIQUE
SIGNALS
TAKE CONTROL Do the OPPOSITE
PRACTISE
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Self-talk
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Self-talk Cycle
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Self-talk Exercise
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Managing FEAR
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ManagingANGER
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ManagingIMPATIENCE
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Managing EMBARRASSMENT
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Managing CONTEMPT
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ManagingSADNESS
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Im sorry about your experience (orIm
sorry to hear about that).
Active Listening
Please let us know how we can helpyou.
If you please tell us what happened, we
would appreciate it so that we can helpyou.
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Active Listening
/
/
/
/Scenarios Paraphrasing Practice.
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Active Listening:
%
% %
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AspectsofBody Language
Posture:
Gestures: ()Face:
Eyes: Tone of Voice: Proximity:
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OtherActive ListeningSkills
active listening
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Apologize
Whyshouldweapologize,especiallyif
wedidntcausetheservice breakdown?
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Apologystatement
Im truly sorry,
Other ways you can apologize:
_________________________________________
__________________________________________________________________________________
_________________________________________
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Empathy
Whyisitimportanttoshowempathy
beforeactingonthe problem?
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Empathy:Reflecting
___________________________________________
______________________________________________________________________________________
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ClarifyingtheSituation
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LetmemakesureIunderstand
thesituationclearly.
Isthatcorrect?
Paraphrasing
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**
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Own,Solve,FollowThrough
Triggers & calmer Gettingagreement
Followthrough
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Triggers & Calmer
Im sorry (accept responsibility)Its not my fault/Calm down
The best option I thinkThe only thingwe can doI understand whyyouYou should have
AndBut
YesNo
I can find outI dont know
CanCant
Heres what we can doPolicy
CALMERS TRIGGERS
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STAR R E C O V E R Y PR O GRA M SimplerFactory, 2002. AllRightsReserved. STARWOODHOTEL & RESORTSASIAPACIFIC HRDIVISION 3030
Triggers & Calmer
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CALMERS TRIGGERS
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Tipsforgivinggift.
