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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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    ContentsContents II

    Trainer Information 1

    Training Unit Schedule 3

    Worksheets 20

    Slides 26

    Cards 30

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    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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    Training Unit Schedule

    Section Contents / Questions / Answers Aids

    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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    Training Unit Schedule

    Section Contents / Questions / Answers Aids

    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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    Training Unit Schedule

    Section Contents / Questions / Answers Aids

    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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    Training Unit Schedule

    Section Contents / Questions / Answers Aids

    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.

    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.

    Slide 2The Fifth MP Service Star

    (page 28 in the Annex)

    Time so far:

    13 minutes

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    Training Unit Schedule

    Section Contents / Questions / Answers Aids

    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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    Training Unit Schedule

    Section Contents / Questions / Answers Aids

    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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    Training Unit Schedule

    Section Contents / Questions / Answers Aids

    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.

    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 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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    Training Unit Schedule

    Section Contents / Questions / Answers Aids

    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.

    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 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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    Training Unit Schedule

    Section Contents / Questions / Answers Aids

    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.

    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 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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    Training Unit Schedule

    Section Contents / Questions / Answers Aids

    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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    Training Unit Schedule

    Section Contents / Questions / Answers Aids

    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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    Training Unit Schedule

    Section Contents / Questions / Answers Aids

    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.

    Express that we are sorry, apologise

    positively.

    Assume responsibility for a solution

    instead of blaming someone else.

    Analysis of the problem:

    - correction

    - compensation (if appropriate)

    - 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.

    Eventually: Voucher with invitation.

    Who hands it out? / In what cases?

    Eventually: Hospitality Guarantee.

    Who applies it? / In what cases?

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    Training Unit Schedule

    Section Contents / Questions / Answers Aids

    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.

    Information to Management.

    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?

    (page 25 in the Annex)

    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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    Training Unit Schedule

    Section Contents / Questions / Answers Aids

    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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    Training Unit Schedule

    Section Contents / Questions / Answers Aids

    4. What responses does Key Issue No. 5

    suggest once you have analysed the pro-

    blem?

    - correction

    - compensation (if appropriate)

    - 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 appropri- ate

    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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    Training Unit Schedule

    Section Contents / Questions / Answers Aids

    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

    (page 29 in the Annex)

    Time so far:

    60 minutes

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    Worksheets

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    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.

    You have 10 minutes.

    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:

    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.

    You have 10 minutes.

    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 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 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.

    You have 10 minutes.

    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 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 sales assistant (according to Key Issue

    No. 5)?

    Why is that better?

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    Worksheet

    24

    Group 4:

    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 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.

    You have 10 minutes.

    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 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 tour guide / travel agency employee

    (according to Key Issue No. 5)?

    Why is that better?

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    Key Issue N 5 - Handling guest complaints

    M. Bredow / 2004Worksheet Key Issue N 5

    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:

    Analysis of the problem:

    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:

    Information to Management.

    Reason:

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

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    Key Issue N 5 - Handling guest complaints

    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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    Key Issue N 5 - Handling guest complaints

    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?