1. Deal with conflict Situations
Respond to conflicts and customers complaints
Week (7)

2. Respond to Conflicts and customers
Complaints

3. Introduction Occasionally guests complain.
Sometimes our fault, sometimes it is not but as we are front line staff, the customers will come and express their dissatisfaction
Therefore, we must manage how to respond to it.

4. Outcomes Upon completion of this topic, the students will be able to :
Identify potential and existing conflicts and seek solutions in conjunction with parties involved.
Recognise customer dissatisfaction promptly and take action to resolve the situation according to individual level of responsibility and organisation procedures.
Respond to customer complaints positively, sensitively and politely and in consultation with the customer.
Refer escalated complaints to the appropriate person according to individual level of responsibility and organisation policy and procedures.
Maintain a positive and cooperative manner at all times.

5. Complaints Mechanical complaint
Most guest complaints relate to hotel equipment malfunctions. ( room furnishing, ice machine, door keys, television, lighting, air conditioning etc)
Attitudinal complaint
The guest feel insulted by rude or unprofessional staff member of the hotel.
Service-related complaint
The guest experience a problem with hotel service. ( waiting time for service, lack of assistance with luggage, untidy room, phone difficult)

6. Hotel generally have little or no control over the circumstances.
Unusual complaint
Guest sometime expects the front office staff to resolve or at least listen.
Hotel generally have little or no control over the circumstances.
The example
Bad weather, Why train are late? No buses running on weekends etc.

7. Why do Customers Complain?
Customers complain because their needs and/or expectations have not been met.
They feel they have been let down by the establishment or the service provider.
There is a gap between what the customer expects and what has been achieved i.e..- a service performance gap.

8. WHY PEOPLE COMPLAIN? From frustration To impress other people
For compensation
Provide Service to colleagues and customers

9. When dealing with a guest complaint - NEVER
Talk down to the customer
Be defensive
Justify why it happened
Blame other people or departments
Blame the customer
Provide Service to colleagues and customers

10. COMPLAINT HANDLING PROCEDURE
Listen without interruption
Don’t get defensive
Express concern and empathy - apologise sincerely
Establish the problem - ask questions
Find out what they want
Explain what you can and cannot do
Fully discuss alternatives
Take Action
Follow up to ensure they are happy
Provide Service to colleagues and customers

11. Handling Complaints Information recorded accurately in Complaint Log
Recognised complaint handling procedure s are followed
Relevant department or personnel consulted
Follow up to ensure everything is resolved - record action in Log
Log reviewed to see if on going/multiple complaints being received and what steps can be taken to rectify.
Provide Service to colleagues and customers

12. Empowerment The person who takes the complaint owns the complaint.
You should try to resolve the complaint to the best of your ability.
Do you know what you can do to resolve a complaint without calling for a manager or supervisor?
Provide Service to colleagues and customers

13. Complaint Recording and Follow Up Procedures
All complaints must be handled diplomatically so all parties recognise:
The issue has been raised with relevant authority
All points of view have been considered
Discretion will be applied in resolving the matter
Due process will be followed
Action will be taken and the matter will be remedied
Provide Service to colleagues and customers

14. cont.
You must establish the details of the customer complaint through Questioning and active listening techniques
Summarising and clarifying the issue
Recording details of complaint
Discussing with customer the process of resolution – giving them options and letting them know how the complaint will be resolved
You need to know the lines of reporting complaints and when to seek assistance

15. Benefits of positive handling of complaints
The value of resolving complaints can not be underestimated and include:
Promoting goodwill
Improved customer relations
Positive work of mouth publicity
Promotion of enterprise service ethic
Provide Service to colleagues and customers

16. DIFFERENCE BETWEEN A COMPLAINING CUSTOMER AND A DIFFICULT CUSTOMER
A complaining customer is somebody whose needs and expectations have not been met
A difficult customer is somebody who is a challenge to serve because of their personality, for example, they may be rude, impatient or talkative
Provide Service to colleagues and customers

17. HOW CAN A CUSTOMER BE DIFFICULT?
Rude
Impatient
Noisy
Talkative
Confused - unable to make decisions
Silent
Fussy
Provide Service to colleagues and customers

18. TYPES OF DIFFICULT CUSTOMERS
Rude Customer
Can be rude to everyone - they just
don’t feel comfortable being nice.
DO Ignore their rudeness and don’t take it personally
DON’T Become Rude and Aggressive
Impatient Customer
Always in a hurry - and it won’t matter how quickly you serve them - they will still be impatient
DO Serve them quickly and politely
DON’T Waste their time with conversation and they may not want you trying to sell them products and services
Provide Service to colleagues and customers

19. TYPES OF DIFFICULT CUSTOMERS
Confused Customer
Find it difficult to make decisions and may take a long time
to decide
DO Be helpful by making suggestions and asking questions
DON’T Rush them - they could become flustered and embarrassed
Talkative Customer
Wants to talk and could spend all day doing it
DO Be friendly and attentive - Lead the conversation
DON’T Ignore them or give them all your attention
so other customers are ignored
Provide Service to colleagues and customers

20. Customer Complaint Handling

21. Customer Complaint Handling
It is essential to treat every complaint with respect, no matter how trivial.
On average, a satisfied customer tells three people about good service. A dissatisfied customer complains to 11 people.
One study showed that 13% of the people who had a problem with an organisation complained about the company to more than 20 people.

22. Advantages of Complaints
To the Organization
Opportunity to improve quality of products and services in organization
To the Customer
The customer’s need can be met resulting in customer satisfaction

23. Steps in complaint handling
Listen and stay calm
Acknowledge the customers feelings and right to complain
Establish/confirm the problem
Suggest alternatives and agree on solution
Take action
Record the incident
Follow up to ensure customer
satisfaction

24. The value of resolving customer complaints
Promoting goodwill
Customer Relations
Publicity
Promoting
enterprise service
ethic

25. Case study
A receptionist in a “5 star“ hotel received a call from an angry guest who discovered that the TV in his room was not working and the bathroom had not been cleaned.
List the sequence of steps necessary for the receptionist in this scenario to deal with customer complaints.
Explain 2 long-term consequences
to the establishment if customer
complaints are continuously
incorrectly handled.

26. Deal with conflict Situations

27. Outcome At the end of this unit the students will be able to:-
Identify conflict situations
Resolve conflict situations
Evaluate conflict situations.

28. Introduction
Conflict! It can manifest itself in all situations in the hospitality industry.
It's an industry that deals in people, in service.
It's an industry with tight deadlines and pressure.
It's an industry involving lots of people, all with different needs and expectations.
Conflict is part of the industry.

29. All we can hope to do is to manage it.
Cont.
We can't eliminate conflict, and in some cases we can't even resolve it.
All we can hope to do is to manage it.
That is, manage conflict so that its harmful effects are eliminated or minimised.
In some cases that means trying to manage the conflict to give a win-win situation for the parties involved.

30. What is Conflict? Improved working relationships
Any situation that leads to disagreement between two or more individuals.
Conflict, when handled appropriately, can lead to:
Improved working relationships
Improved customer service
Increased productivity
Increased opportunities for self development
Refer to page 208

31. Three areas where conflict exist
In the workplace, we encounter three broad areas where conflict could exist. These include:
Interpersonal conflict between staff members;
Organisational conflict between different sections, or managers;
Conflict involving the organisation's clients (customers and suppliers).

32. Interpersonal Conflict
Three basic causes can be identified.
1. Emotional Conflict - Conflict caused by hurt feelings.
Conflict due to different needs - something is stopping you from reaching your goal.
Conflict due to different values, attitudes and outlooks.

33. What Types of Conflict are there?
Within ourselves.
Between us and a colleague.
Between us and a customer .
Between organisations.
Between customers.
Refer to page 208

34. Causes of Conflict Conflict arises for any number of reasons:
Different expectations
Communication barriers-( THE MOST COMMON)
Motivation
Cultural values/Differences in values
Personality
Safety and security
Organisational structure
Organisational change
Fear –people don’t get along because they fear each other.
People fear each other because they don’t know each other.
They don’t know each other because they have not properly communicated with each other
Differences in goals, expectations
Refer to page 209

35. But before dealing with the conflict, make sure you understand the situation and what is happening: identify the real difference that is causing the conflict.
Is the problem a difference in the facts, goals, methods or values?
By understanding the situation and the real cause of the conflict, you will be better equipped to choose from the range of constructive responses suited to conflict resolution’ Source: Dwyer, J. (1997) The Business Communication Handbook 4th Ed (p100)

36. THE BEGINNINGS OF CONFLICT
Misunderstanding and Communication barriers are main causes of conflict:-
These occur because:
People do not listen to each other
Are not prepared to talk and resolve the situation
Do not understand cultural differences and are not prepared to make allowances for them
Refer to page 207

37. How do you recognise potential conflict?
Potential for conflict can be readily identified where any of the causes of conflict exist.
For example, if you or a colleague are unable to meet each others, organisational or customer expectations, conflict may arise.
You can also recognise potential for conflict by observing body language and by listening.
Barriers in communication…..
Refer to page 211

38. Barriers That Cause Conflict
Not paying attention – causing frustration, annoyance – unprofessional/distraction - If you have answer the phone please ensure that you excuse yourself.
No Eye Contact – results in showing of disinterest but uncomfortable too.
Interrupting – when someone is trying to talk to you or finishing their sentences for them –
Tone of Voice – arrogant, demanding, anger, whining etc - ensure that you remain objective
Sarcasm – show patience and understanding as sarcasm can only ignite the situation
Refer to page 211

39. Barriers That Cause Conflict
Rudeness – is totally unacceptable in hospitality and there is no excuse for this.
Cultural Differences – try and familiarise yourself with the culture you are dealing with to avoid conflict as a result of you ‘misunderstanding cultural beliefs, manners & protocols’
Refer to page 211

40. Recognising potential for conflict through Body Language
Body language (non verbal communication) is a powerful way to express thoughts and feelings.
Being able to recognise negative body language can help identify potential for problems.
However, do not read body language signals in isolation; consider the entire context of the situation.
Refer to page 212

41. Body language – how does it look

42. Recognising potential for conflict
Not only what a person is saying but how they are saying it can indicate potential for conflict.
For example, as people become frustrated, angry or impatient,
Their pitch may rise
Their rate of speech may increase
Their tone may change – boredom, sarcasm, irritation
They may accuse you of something
They may tell you how to behave
Aggressive Body Language
Narrowing of eyes – intimidating you
Flared nostrils – anger building, taking deep breath..
Tapping of fingers or feet - impatience
Refer to page 212

43. Recognising potential for conflict
Stretched muscles – especially jaw line showing that anger is building!
Difficulty in discussing the issue calmly and rationally
If the signs are not recognised and acted upon then..
Voice is further raised maybe even shouting
Body leaning forward – intimidating
Hand gestures – finger pointing etc
Storming out of room, slamming door or draws or if in the kitchen – implements!
Refer to page 212

44. If you have identified potential conflict situations:
Do not ignore it
Immediately address the situation
Remain calm and polite
If need be, seek assistance
Tackle /dig deep and find out the ‘real reason’ for the conflict.

45. If you have identified potential conflict situations That Are Cultural:
Learn about each other's countries and cultures
Be respectful and open-minded
Celebrate holidays of other cultures
Create cultural awareness factsheets
Treat people as individuals
Identify gaps in your own knowledge

46. If you have identified potential conflict situations That Are Cultural:
Strategies for minimising cultural misunderstandings:
 handle sensitively and courteously
offer apologies where appropriate
don’t give reasons or excuses
take the best course of action to resolve as quickly as possible
learn by ones mistakes
seek assistance from supervisor or manager if required

47. If you have identified potential conflict situations That Are Cultural:
Preventing cultural misunderstandings:
provide colleagues and customers with appropriate information
provide advise of cultural variations and practices, behaviour and opinions they may find different before they experience them
adapt own actions and behaviour in ways that are culturally appropriate
provide customers with appropriate tourism and hospitality products and services

48. Stages of conflict
Refer to page 213

49. Stages of conflict- Helpful Hints
Refer to page 213

50. Resolving conflict situations
It is important for us to understand how to resolve conflict and develop our own way of doing this. Possible outcomes include:
Lose-lose – where both parties end up dissatisfied and unhappy
Win-lose – where one side wins at the expense of the other. Useful if one side can admit they were in the wrong, however not common!
Win-win – our preferred outcome. To achieve this we must be willing to :
Respect and acknowledge everyone’s perceptions and expectations
Verbalise what we want
Identify and practise appropriate conflict resolution techniques.

51. Responsibility for resolving conflict
Whilst responsibility for resolution usually rests with those involved, sometimes it also depends on:
Our position in the workplace – do we have the authority to resolve the situation?
The people involved – if involves colleagues then we may need to involve more senior staff.
The nature of the conflict – depending on the nature of the conflict, we may be forced to involve others (e.g. security or safety issues).