1. Handling Complaints

2. Complaints Why do people complain?
Not satisfied with service or products
Expectations not met
Poor quality service of product
Mistakes made
Having a bad day
Seeking compensation
Some people just like to complain.
Does it matter why people complain?
Does this change how we deal with their complaints?

3. You should… Always be polite (try to use the guest’s name)
Always stay calm
Try to put yourself in the position of the guest
Always apologise (even if its not your fault)
Always try to offer some solution or alternative
Indicate how long it will take to resolve the problem
Thank the guest for their feedback
Follow up with the guest

4. You Shouldn’t… Get angry or impatient Interrupt
Take the complaint personally
Make excuses for the problem
Ignore the problem
Blame someone else
Promise something you can’t deliver

5. Active listening Stop talking Suspend judgment (keep an open mind)
Do not interrupt
Be ready to listen to content
Observe body movements
Observe behaviours
Use appropriate body language

6. Handling complaints face to face 6-Steps
Apologize
Clarify (if necessary)
Empathize
Suggest Solution and Take Action
Follow up
Offer (if appropriate)

7. Apologizing I'm sorry . . . I'm very sorry to hear that . . .
     I apologize . . .
I sincerely apologize …
     I apologize for the problem . . .
     I apologize for the inconvenience . . .
     My apologies for. . .
Please accept our apologies for…
I regret that…

8. Empathizing I understand the situation. I understand your concerns.
I understand what you are saying.
I understand the problem.
Avoid using words like ‘pity’ and ‘sad’ and avoid saying that you understand how they feel

9. Clarifying I’m sorry, I don’t quite understand the problem.
Could you please tell me again?
Could you please speak more slowly?
Could you please tell me exactly what the problem is?
     Could you please tell me exactly what happened?
I just want to clarify what the problem is.
I just want to make sure I understand clearly…
Note: Indirect questions are more polite

10. Suggest Solution and Take Action
     I will send someone to take care of it
     We will send the correct …. immediately
     Let me check with …. and see what happened
     I don't know what happened, but I will get back to you later today
     Let me straighten this out and I will get back to you today with the      solution.
May I suggest that we…
I would like to propose that we…
Perhaps you would like to..

11. Follow Up Ms. Chen, did everything work out to your satisfaction?
     Mr. Wong, I wanted to see if the problem has been resolved to your      satisfaction.
     Did everything work out okay?
     Did you get what you needed/wanted?
Is everything to your satisfaction?
Is there anything else I can do for you?
I just wanted to make sure everything is OK now.

12. Offer To show our apologies, we would like to offer you…
Please accept this complimentary meal coupon as a token of our appreciation for your valuable feedback

13. Other useful expressions
Thank you for your patience
Thank you for your understanding
We appreciate your understanding
Sorry to keep you waiting
Would you mind changing tables / paying by credit card?

14. Preparing for your role play
Google search “Handling complaints” to get some more useful language
Search Youtube for handling complaints examples
Think of a situation and write your own short dialogue using the structure and language we have discussed in class
Nb. If you don’t do any preparation or practice, it will be difficult to do well as you only have a short time to get ready in class on the day!

16. Written response – letter structure
Thank the person for their letter and ensure that their feedback is valued.
Address each complaint with a separate paragraph.
You should not make excuses or be defensive, however you may politely offer an explanation if appropriate.
Explain what you plan to do about it.
Offer some special service as compensation (if appropriate)

17. Sender’s Address (optional)
Date February 22, 2011
Receiver’s full title, name and address
Salutation
Dear...
Paragraph 1 – thank the customer for their letter and note your appreciation for their feedback / apologise.
Paragraph 2 – If appropriate, provide some explanation or background, relating to the reason for the complaint, however be careful not to make excuses.
Paragraph 3 – Mention what action, if any, has or will be taken to fix the problem or prevent it from happening again.
Paragraph 4 – If appropriate offer compensation
Closing Paragraph – Re-state apology / invite return or continued business relationship.
Close
Yours sincerely
Yours faithfully
Regards

18. Written response - language
Always use polite formal language.
Use language that shows you are empathetic, understanding and appreciative of their concerns.
Do not use defensive or aggressive language.
Do not use very casual language.

19. Correct the mistake I apologies for the inconvenience we made you.
I am very apologise for what happened.
I am regret that you did not enjoy your meal.
I really feel apologise for the situation.
I want to complain to the service in this hotel.

20. Correct the mistake Please accept my apologise.
To show our apologise, we could like to offer you a coupon.
I’m very sorry to that.
To show our appreciate for your feedback we would like to offer you a complimentary meal.
I hope everything is to your satisfied

21. Correct the mistake Thank you your understand
Could you mind to tell me again?
Sorry to keep you wait