Complaint Handling: Keeping Guests Happy 4/22/2018

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 4/22/2018

Break out: Moment of Truth.. 4/22/2018

What is a complaint? “an expression of dissatisfaction by a customer whether justified or not” 4/22/2018

Recommends the place to his friends and acquaintances. 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 4/22/2018

Did you Know? A study suggests that 95% of customers stop using a hotel’s service because somebody from the hotel staff was rude to them! 4/22/2018

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? 4/22/2018

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. 4/22/2018

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. 4/22/2018

How we communicate Face to Face Communication Words (7%) Voice (38%) Body Language (55%) 4/22/2018

The most effective method of handling complaints Kill the reason of complaint. Don’t let the complaint arise in first place. 4/22/2018

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. 4/22/2018

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. 4/22/2018

E.A.S.E overcome complaints with Handling customer complaints E.mpathise A.ssess S.olve E.valuate overcome complaints with E.A.S.E 4/22/2018

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. 4/22/2018

Negative words or phrases Positive words or phrases Being positive Negative words or phrases Positive words or phrases I don’t know I’ll find out No What I can do is... That’s not my job This is who can help you... That’s not my fault I’m sorry You want it when? I’ll do my best I suppose I can With all due respect I will 4/22/2018

What does your body language indicate.. 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 hunched Dejection Hand to cheek Evaluation, thinking Touching, slightly rubbing nose Rejection, doubt, lying Rubbing the eye Doubt, disbelief Hands clasped behind back Anger, frustration, apprehension Locked ankles Apprehension 4/22/2018

Continued… Head resting in hand, eyes downcast Boredom Rubbing hands Anticipation Sitting with hands clasped behind head, legs crossed Confidence, superiority Open palm Sincerity, openness, innocence Pinching bridge of nose, eyes closed Negative evaluation Tapping or drumming fingers Impatience Stepping fingers Authoritative Patting/fondling hair Lack 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 4/22/2018

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 4/22/2018

4/22/2018