GUEST COMPLAINT HANDLING UNIT- VI

COMMON REASONS FOR BEING DIFFICULT tired or frustrated confused or overwhelmed defending their ego unfamiliar with situation feel ignored under influence of drink or drugs don’t understand in bad mood in a hurry other reasons…..

Most Common Complaints... Wrong information Mechanical Complaint Attitudinal Complaint Service related complaint Unusual Complaint

Customer Complaints There may not be easy answer to solving customer complaints, but there are some basic rules by following that the organization will stand a better than average chance of turning that complaining customer into a permanent repeat customer for the organization. Do not argue with a customer who is complaining; assume he or she is correct, because the customer may be right. Always listen with undivided attention to what the customer is complaining about

Customer Complaints Try to put yourself in the customer’s place; how would you feel? Never raise your voice or yell at the customer, if you are pleasant, you may be able to turn the customer around. By objective and get all of the facts; try take out the subjective statements the customer may be making Show the customer you are concerned about the situation.

Six Steps in Handling Customer Complaints In dealing with customer’s complaints, there are several steps to follow: Addressing the customer Giving attention Determining the solution options Finding answers Taking action Checking up

Thumb Rules Listen carefully Show sympathy and concern Never argue with guest. Never try to win an argument. If required isolate the guest. Offer choices and never make false promises. Monitor the corrective measures. Follow up Unable to resolve problem inform the superiors.

Things To Remember Complaints are sale opportunities not a treat? Why should hotels encourage complaints? What are the means trough which hotel means complain? What is thumb Rule?

BIBLIOGRAPHY Front Office operation and Management by Ahmed Ismail. Front office Management and Operations by Sudhir Andrews. Front Office Procedures ,Social Skills, Yield and Management by Peter Abbot & Sue Lewery . Front Office Management by S.K.Bhatnagar . Hotel front Office Operation and Management by Jatashankkar R. Tewari.