1. Complaint Handling: Keeping Guests Happy
4/22/2018

2. 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
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3. Break out: Moment of Truth..
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4. What is a complaint?
“an expression of dissatisfaction by a customer whether justified or not”
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5. 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
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6. 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!
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7. 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?
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8. 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.
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9. 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.
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10. How we communicate Face to Face Communication Words (7%) Voice (38%)
Body
Language
(55%)
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11. The most effective method of handling complaints
Kill the reason of complaint. Don’t let the complaint arise in first place.
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12. 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.
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13. 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.
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14. 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
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15. 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.
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16. 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
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17. 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
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18. 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
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19. 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

20. 4/22/2018