1. CUSTOMER SATISFACTION – AN ALL TIME LOW IN MANY SECTORS
AIRLINES AND TRAVEL AGENCIES
RESTAURANTS AND HOTELS
UTILITY COMPANIES
Insurance companies
CAR DEALEARSHIPS
Warranties on defective products
Mail order & Internet businesses
Banks & credit card companies

2. BASIC RULES for complaint letters
Describe the nature of your complaint in detail and chronological order.
Make reference to the description of the holiday in the brochure, or pre-booking material
illustrate the points you are making

3. List any extra costs you may have incurred
Specify in positive terms the remedy you require
DO discover the name and address of the highest placed person

4. Dealing with complaints

5. Listen attentively to the hotel guest’s complaint
Eye contact
Serious facial expression
Display sensitivity

6. Offer temporary comfort Advise that a solution will be sought
Assess complaints
Offer temporary comfort
Advise that a solution will be sought

7. Ethical act of hospitality Compensate for the H’s mishap
Extra amenities
upgrade
Additional night stay

8. B.L.A.S.T
BELIEVE
LISTEN
APOLOGIZE
SATISFY
THANK

9. SOLVE THE PROBLEM offer bonus
RELOCATE to greater accomodations without further charges.