Key Issue No 5

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Trainer Manual

Key Issue N 5 - Handling guest complaints

No-one has ever yet won an

argument with a customer.

Karl-Heinz Sebastian

(*1954, German management consultant)


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M. Bredow / 2004 Key Issue N 5 - Handling guest complaintsII

ContentsContents II

Trainer Information 1

Training Unit Schedule 3

Worksheets 20

Slides 26

Cards 30


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M. Bredow / 2004 Key Issue N 5 - Handling guest complaints1

Key Issue N 5 - Handling

guest complaints

Trainer Information

For what reasons is dealing with

complaints so important?

Each complaint we receive is a free manage-

ment consultancy session and, at the same

time, a unique opportunity to win over a new

regular customer for our Hotel. Any guestwho makes a complaint is dissatised with

something about our offer and has taken the

trouble to inform us.

Studies show guests who actually say

something represent merely the tip of the ice-

berg. Many other guests will also have noticed

the same problem and, in the best cases, simply

ignored the grievance. In many cases they will

have made a note of it in their subconscious

and passed it on as a negative impression:That happened to me recently at the Mven-

pick Hotel somewhere.

Guests who complain give us an opportunity.

They trust our ability to provide a good service

and believe we are capable of remedying wha-

tever is wrong. If we listen to them and

respond accordingly, we have not just won

over the guest but also gone some way towards

ensuring that many other guests will be willing

to recommend us further.If we are to achieve this, it is important that we

remedy the shortcomings whenever possible,

and do so lastingly and properly.

What do we at Mvenpick consider to

be a formally correct way of dealing

with complaints?

Mvenpick Hotels & Resorts has drawn up a

guideline for dealing with complaints. Ideally

we should put each of these points into practice(see illustration); if we do so, we will have

done a great deal towards ensuring that a com-

plaint is actually regarded as a professional

management consultancy session and will have

responded accordingly. If we take all the rules

to heart, the guest will leave the Hotel satised

and has the feeling that he has been takenseriously and that he matters to us.

For that we are awarded the Fifth MP Service

Star.

The

Fifth Service Star

Listen carefully.

Express that we are sorry, apologise

positively.

Analysis of the problem:- correction

- compensation (if appropriate)

- alternative

Always offer an additional goody as

apology.

Eventually: Voucher with invitation.

Eventually: Hospitality Guarantee.

Thank for comments.

Information to Management.


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Reference:

Key Issue No. 5 in the SAMThis issue is discussed in the SAM documentsfrom 22 April to 19 May.

Using the worksheetsIn this Unit you can, if you so wish, choose

the worksheet (pages 20-22) that is best suited

to addressing the main problems in your depart-

ment. If so get all the groups to work on the same

example. It would be even better if you were to use

your own example.


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Training Unit Schedule

Section Contents / Questions / Answers Aids

Greet the

participants

Present todays schedule

Introduction: Todays issue is how to deal with comp-

laints. Lets start with a small example to

illustrate the problem.

Introductory exercise: Collision

You can demonstrate this exercise using a

small ball or two toy cars. Make the cars/ the ball crash against a solid wall. If you

want, you can also get the cars to collide

head-on.

What happens?

The ball rebounds / the cars are scattered

about the room.

Now get someone to catch the ball /

propel the car towards someones hand;

that persons hand will naturally move

back a little on impact.What happens?

By accompanying the trajectory of the

ball or the direction travelled by the car,

we reduce the impact and bring the car to

a gentle stop or catch the ball (our hands

/ body instinctively move back a little to

cushion the movement).

Assessment:

What does this have to do with dealingwith complaints?

A complaint is nothing other than a colli-

sion of interests. It is up to us how we

deal with it and what we make of it (allow

a collision to occur or gently cushion the

impact).

Materials:Ball / two toy cars


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Explain:

Guests who have a complaint come to us

with a certain amount of energy (speed)

that is proportional by the extent of their

grievance. If we act like a wall (the

guest is wrong; he makes me angry; its

the others fault...), the guest will simplybounce off the wall we put up. The rest

of the energy he has built up will destroy

any good impressions he may have had

of us. If however we absorb his energy

(by listening, by reacting appropriately,

by restoring the standard, by thanking

him for the information) and gently bring

his momentum to a halt, both sides stand

to prot. Once you have understood this

mechanism, you can use it in your ownwork and in your private lives, and deal

constructively with conicts.

Present the Units

learning objective

Learning objective:

After this training unit you will be able to

name the steps involved in dealing with

a complaint.

You will be able to explain why these

steps are so important.

Slide 1Learning objecive

(page 27 in the Annex)


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Time so far:

5 minutes

Introduction to the

issue:

When do you feel youre

in good hands?

Questions:

Imagine youve just had the bodywork

on your car re-sprayed. Out on the par-

king lot you notice that the colours

not right. You go back to complain.

What do you expect from the staff at thegarage?

* That they listen to me

* That they respond to what I have

said

* That they apologise and show genu-

ine regret

* That they show responsibility

* That they remedy the problem

* That they compensate me if the

matter can no longer be made good

* That they deal with me respectfully

* That they ensure that the problem

never happens again

FlipchartTitle:What we expect when

we make a complaint:


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Time so far:

10 minutes

Assessment:

Which of these responses would matter

most to you?

Each participant can award three points.

He can either give all three points to

one statement or spread the points among

several answers. The participants are toindicate the point allocations with a show

of hands:

Onepoint = show thumb;

Twopoints = show thumb and

forenger;

Threepoints = show thumb, forenger

and middle nger.

Go through all the statements and make

a note of the points scored in a differentcolour after each statement.

Finally underline the expectations that

achieved the highest number of points.

Main factors invol-

ved in dealing with

complaints

(Reactivate 1)

Complement ipchartWrite down the points in

colour after the answers


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The Fifth MP Star

- Key Issue No. 5 -

(Information 1)

Explain:

You have all wanted similar things.

Mvenpick Hotels and Resorts has sum-

marised in Key Issue No. 5 (the rules for

which we can be awarded our fth ser-

vice star) the factors we need to take into

account when dealing with complaints.

Listen carefully.


positively.

Analysis of the problem:

- correction


- alternative

Always offer an additional goody as

apology.



Thank for comments.


Slide 2The Fifth MP Service Star


Time so far:

13 minutes


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Worksheet:Key Issue No. 5 in everyday

life /

What should have been the

correct response on the part

of the staff?

Work in partners

If there are more than 8

participants, hand out the

worksheets twice. During the

presentation have one pair do

the presentation and ask the

second pair for added com-

ments.

10 minutes of working time

(pages 21-24 in the Annex)

Key Issue No. 5 in

everyday life

(Work through 1)

Key Issue No. 5 in everyday life / What

should have been the correct response

on the part of the staff?

With a partner you will now look at a

situation in which a complaint occurs.

o Determine which elements of the situa-

tion could also happen in your depart-

ment.

o See what sort of effect it has on you and

the guest.

o Use your version of Key Issues No. 5 to

determine an appropriate reaction.

o Briey state why this is the more appro-

priate procedure.

You have 10 minutes.

(You will nd the texts of the worksheets

on the next four pages. The answers and

the points you might also be able to work

out are added in blue italics).

Time so far:

15 minutes


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Time so far:

25 minutes

a. You urgently need to withdraw some

cash. The cash dispenser will not accept

your card. You go to explain the pro-

blems youre having with the cash dis-

penser to one of the bank employees.

While youre speaking to him, he is ente-

ring data on a computer or conversing

with a colleague.

He interrupts you in the middle of a sen-

tence and says: Are you sure you know

how to use a cash dispenser? When you

angrily reply, Of course I do! he adds:

No need to get worked up, you probably

did something wrong!

o What elements of this situation could

potentially happen in a similar way at

your workplace?

o What sort of effect does this have on

the guest / on you personally?

o What should have been the appropriate

response of the employee (according

to Key Issue No. 5)?

To listen / to express regret and apolo-

gise / to check the card (remedy the pro-

blem) / to suggest an alternative (whydont you withdraw the money from me

directly) / to thank the customer for the

information / to forward the informa-

tion

o For what reasons?

Draw up results:

As a service provider we are responsible for

the success of our customers.

It is our duty to assist whenever our equip-

ment / our facilities are defective or wheneverthe customers/guests have difculties using

or reading them.

Worksheet text


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b. We phoned up and asked for fourcinema

tickets to be put aside, then travelled a

considerable distance to the cinema. On

the way to the cinema were caught up

in a trafc jam. By the time we reach the

ticket desk the employee says: Here are

your twotickets.

The lm is sold out. When you complain,

the employee answers dryly: These

things happen. He then turns away and

serves the next customer.



your workplace?

o What sort of effect does this have on the

guest / on you personally?


response of the ticket employee (accor-

ding to Key Issue No. 5)?

To listen / to express regret and apolo-

gise / to remedy the problem (perhaps

there is another seat available) / to

offer something extra (for the inconve-

nience) / to compensate / to thank the

customer for the information (we shall

look into the matter) / to forward the

information

o For what reasons?

Draw up results:

As a service-provider we are responsible for

ensuring that the customer gets what he orde-

red.

We assume responsibility even if someone

else caused the problem, and we do our best

to meet the justied expectations of our custo-

mers.

Time so far:

25 minutes

Worksheet text


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c. You have bought an expensive pre-pak-

ked selection of cheeses for a party.

When you come to open the package

at your party, you see that it has gone

mouldy. When you go back to the shop

to complain, the sales assistant disdain-

fully says: You probably stored it too

warm. In response to your angry reac-tion, she says dismissively. These things

can happen. You cant expect us to look

inside every package.



your workplace?




response of the sales assistant (according

to Key Issue No. 5)?

To listen / to express regret and apo-

logise / to compensate / to offer

something extra (for the inconvenience)

/ to than the customer for the informa-

tion (we shall look into the matter) / to

forward the information

o For what reasons?

Draw up results:

As a service provider we are responsible for

our customers satisfaction and for a faultless

product, even if third parties actually

bear the responsibility.

All the customer/guest is interested in is a

solution. He doesnt care whos to blame.

The customers/guests anger increases (the

ball rebounds) if we signal: Youre barking

up the wrong tree here. It diminishes if weassume responsibility and look for a solution

(we catch the ball).

Time so far:

25 minutes

Worksheet text


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d. Youve booked a package holiday. When

you reach your holiday destination, the

hotel does not even begin to full the

promises made in the brochure and

the travel agency. You say so to the

tour guide. Comment: Thats happened

before with that travel agency. Theres

nothing I can do about it. Youll have tosort it out with them. On your return

you raise the matter with the travel

agency. They feign surprise: Our custo-

mers have been going to this hotel for

years and they love it. Later on you nd

out from a friend that she too complained

to the travel agency about that very same

hotel a year ago.



your workplace?




response of the tour guide / travel agency

employee (according to Key Issue No.

5)?

To listen / to express regret and apologise

/ to compensate / to offer something

extra (for the inconvenience) / to than the

customer for the information (we shall

look into the matter) / to forward the

information

o For what reasons?

Time so far:

25 minutes

Worksheet text


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Draw up results:

As a service provider we are responsible

for a faultless product, even if third parties

actually bear the responsibility.

All the customer/guest is interested in is a

solution. He doesnt care whos to blame.

Causes of complaint that are not forwarded

often lead to other complaints and more irri-

tation, a vicious circle that could have been

avoided.


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The groups should briey (!) present

their ndings

Show the corresponding points on the

ipchart. Draw up additional points

where appropriate.

The better solutions

(Work through)

Duration of the presenta-

tion / Max. 3-4 minutes

of discussion per group

Time so far:

25 minutes

Flipchart

Titel:The points of KeyIssue No. 5 (prepare)


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Time so far:

40 minutes

For what reasons are

these steps so

important?

(Put into practice)

FlipchartHang up the 8 main points

next to the ipchart

Title:This is whats impor-tant to us in a complaint:

Take an example of a complaint in

your department. List once again point

by point how the complaint is to

be dealt with.

Explain the rules to your department.

Also go through the points written in red.

Complement the internal rules and regu-lations on the ipchart This is important

for us

Listen carefully.

Conrm main points.


positively.

Assume responsibility for a solution

instead of blaming someone else.


- correction


- alternative

Find the appropriate and best solution

for the guest.

Always offer an additional goody

as apology.

Score points with the guest, establish a

positive image.


Who hands it out? / In what cases?


Who applies it? / In what cases?


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Time so far:

45 minutes Thank for comments.

If the guest were a management

consultant, what he has just pointed

out to you would come with an invoice.

Thats why a thank you is more than

appropriate.


His task is to make sure that thereason for the complaint is eliminated

once and for all (example of the travel

agency).

Worksheet:

For what reasons are theindividual steps of Key Issue

No. 5 so important?


Own notes:

Make a note on the worksheet of why theindividual rules are important.

Write down what you personally will pay

particular attention to.

You have 5 minutes.


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Opportunity for

participants to ask

questions

Questions:

Is there anything else youd like to ask?

Time so far:

50 minutes

1. For what reasons is it important to

listen attentively?

To absorb the other persons momentum,

to recognise the problem, and to nd the

appropriate solution. Listening helps to

soothe the guests anger.

2. For what reasons is it important to

express our regret and offer a positive

apology?

Dont accuse, apologise; Im very

sorry instead of Thats so-and-sos

fault.

The guest must feel my regret and my

willingness to get rid of the problem. This

signal helps to soothe the guests anger.

3. For what reasons do we need to analyse

the problem?

To nd out what response on our part is

important for the guest.What does he require in order to be satis-

ed once again with our offer.

Cards:(pages 31-33 in the Annex)

Checking the learning

results


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4. What responses does Key Issue No. 5

suggest once you have analysed the pro-

blem?

- correction


- alternatives

- Always offer an additionalgoody as apology

5. For what reasons do we always offer

a goody?

Positive gesture

6. What sort of compensation can we con-

sider?

- Arrangements within the department

- Invitation voucher where appropriate

- Hospitality Guarantee where appropriate

7. Who do we need to notify in such a

case?

Name of the persons

8. How do you end each complaint

procedure you have settled?

- Thank for comments

- Information to Management

9. For what reasons are these two

steps so important?

It acknowledges the free consultancy

service / it prevents the same errors from

happening again in the future.

Checking the learning

results

Time so far:

55 minutes


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Conclusion:

The professionalism of any service provi-

der is reected in the way he deals with

complaints. If we succeed in regarding

complaints as a form of management con-

sultancy provided for us by our guests,

we have gained a great deal. In mostcases it is then much easier to put the

individual points of Key Issue No. 5 into

practice and to earn our fth star as a

result.

Take leave of the

participants:

Thank the participants.

Announce the next date where applicable.

Slide 3The ve MP Service Stars


Time so far:

60 minutes


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M. Bredow / 2004

Worksheets


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M. Bredow / 2004Worksheet Key Issue N 5

Worksheet

21

Group 1:

Key Issue No. 5 in everyday life

What should have been the correct response on the part of the staff?

Take a look with your partner at the following situation involving a complaint. Work your way

through the questions below.Make notes. You will then present your results to the group.


Situation:

You urgently need to withdraw some cash. The cash dispenser will not accept your card. You

go to explain the problems youre having with the cash dispenser to one of the bank employees.

While youre speaking to him, he is entering data on a computer or conversing with a colleague.

He interrupts you in the middle of a sentence and says: Are you sure you know how to use a

cash dispenser? When you angrily reply, Of course I do! he adds: No need to get worked up,

you probably did something wrong!

What elements of this situation could potentially happen in a similar way at your workplace?

What sort of effect does this have on the guest / on you personally?

What should have been the appropriate response of the employee (according toKey Issue No. 5)?

For what reasons?


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Worksheet

22

Group 2:


What should have been the correct response on the part of the staff?

Take a look with your partner at the following situation involving a complaint. Work your way

through the questions below.

Make notes. You will then present your results to the group.


Situation:

You have asked for four cinema tickets to be put aside and then travel a considerable distance

to the cinema. On the way to the cinema were caught up in a trafc jam. By the time we reach

the ticket desk the employee says: Here are your two tickets. The lm is sold out. When you

complain, the employee answers dryly: These things happen. He then turns away and servesthe next customer.



What should have been the appropriate response of the ticket employee (according to Key Issue

No. 5)?

For what reasons?


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Worksheet

23

Gruppe 3:

Das Key Issue N 5 im Alltag

Was wre die richtige Reaktion der Mitarbeiter gewesen?

Take a look with your a partner at the following situation involving a complaint. Work your way

through the questions below.

Make notes. You will then present your results to the group.


Situation:

You have bought an expensive pre-packed selection of cheeses for a party. When you come to

open the package at your party, you see that it has gone mouldy. When you go back to the shop

to complain, the sales assistant disdainfully says: You probably stored it too warm. In response

to your angry reaction, she says dismissively. These things can happen. You cant expect us tolook inside every package.



What should have been the appropriate response of the sales assistant (according to Key Issue

No. 5)?

Why is that better?


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Worksheet

24

Group 4:


What should have been the correct response on the part of the staff?Take a look with your a partner at the following situation involving a complaint. Work your way

through the questions below.Make notes. You will then present your results to the group.


Situation:

Youve booked a package holiday. When you reach your holiday destination, the hotel does not

even begin to full the promises made in the brochure and the travel agency. You say so to the

tour guide. Comment: Thats happened before with that travel agency. Theres nothing I can

do about it. Youll have to sort it out with them. On your return you raise the matter with the

travel agency. They feign surprise: Our customers have been going to this hotel for years and

they love it. Later on you nd out from a friend that she too complained to the travel agencyabout that very same hotel a year ago.



What should have been the appropriate response of the tour guide / travel agency employee

(according to Key Issue No. 5)?

Why is that better?


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Worksheet

25

For what reasons are the individual rules of Key Issue No. 5 so important?

Please jot down your ndings. Rules:

Listen carefully.

Reason:

Express that we are sorry, apologise positively.

Reason:


Reason:

correction

Reason:

compensation (if appropriate)

Reason:

alternative

Reason:

Always offer an additional goody as apology.

Reason:

Eventually:

Voucher with invitation.

Reason:

Eventually:Hospitality Guarantee.

Reason:

Thank for Comments.

Reason:


Reason:

Also specify here which points you will pay particular attention to in thefuture.


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M. Bredow / 2004

Slides


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27

Slide1:Learningobjective

Learningo

bjective:

Afterthis

trainingunityouwillbeabletoname

thesteps

involvedindealingwithacom

plaint.

Youwillbeabletoexpla

inwhythesestepsare

soimportant.


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29

KeyIssue

N2

A

Nsweringthe

telephone

KeyIssue

N1

At

tendingthe

guest

KeyIssueN3

Entering/Leaving

aguestroom

KeyIssue

N5

Handlingguest

complaints

KeyIssue

N6

Handling

guestrequests

KeyIssueN4

Grooming/

Appearance

Th

e6MvenpickStarsforServices


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M. Bredow / 2004

Cards:

Key Issue No. 5 in detailAsk the participants to take one card each.

If youre short of time, ask the questions yourself.


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31

2.Forwhat

reasonsisitimporta

ntto

expresso

urregretandoffera

posi-

tiveapology?

1.Forwhat

reasonsisitimporta

ntto

listenattentively?

4.WhatresponsesdoesKeyIssue

No.5suggeston

ceyouhave

analysedtheproblem?

3.Forwhatreasonsdoweneedtoana-

lysetheproblem?


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32

6.Whatsortofcompensationca

nwe

consider?

8.Howdoyouend

eachcomplaint

procedureyouhavesettled?

7.Whodoweneed

tonotifyinsuch

acase?

5.Forwhat

reasonsdowealwaysoffer

sweetsorconfectionery?


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9.Forwhatreasonsarethese

twosteps

soimportant?

Key Issue No 5

Documents

Transcript of Key Issue No 5