1. HANDLING GUESTS COMPLAINTS

2. Big dollars aren't made in winning customers;
the big money comes in keeping customers.
And keeping customers means showing
them that you care.

3. 1. Customers like to feel good about spending their money.
People like to feel that they are important,
that they have value,
and that other people respect them.
Spending money often reflects a degree of success,
a level of status, a sense of control over one's life.

4. 2. Customers don't want to appear stupid or uninformed,
or have their intelligence insulted.
Be sure that you communicate with customers in terms
and language they will understand.
Use technical vocabulary only when you know
they will understand it.
Successful customer service is knowing
how to ask leading questions?,
how to listen to a customer?,
how to point out the advantages of a product in simple terms.
At the same time, the customer should not be made
to feel that the burden of the decision is his or hers alone.

5. 3. Customers also want guidance in making a purchase.
Buying is fun but often stressful,
especially when your customers are making
important decisions.
They are concerned about buying an inferior product
or one that doesn't fit all of their needs.
They're concerned about paying too much or about
getting poor follow-up service.
The customer doesn't want to appear stupid,
but he or she also doesn't want to make a mistake.
Customers look to professionals to supply them with
information and choices, and to help them make
decisions.

6. 4. Customers don't like to lose arguments.
You will never win an argument with a customer,
which brings us
to the most important aspect of egos.
Leave yours at home!
When you bring your ego to work, it gets in the way,
and that's usually what starts an argument.
Remember that it's up to you and your staff to make
your customers feel good about spending their money.
You have to be willing to do whatever it takes
to make the customer happy!

7. LISTEN - 7 Steps For Handling a Guest Complaint or Inquiry
Because the guest needs to let steam off.
Don't interrupt!
Listen intently so
they don't have to repeat themselves.

8. APOLOGIZE - 7 Steps For Handling a Guest Complaint or Inquiry
Be sure to recognize any inconvenience suffered.
This doesn't mean you're saying it's your fault.
It just means you're sorry that they aren't satisfied, or
they aren't enjoying themselves.

9. QUESTION - 7 Steps For Handling a Guest Complaint or Inquiry
You will probably need more information
to remedy the problem.
Watch your tone of voice.
Don't make it sound like an interrogation.

10. NEVER ARGUE - 7 Steps For Handling a Guest Complaint or Inquiry
Disagreement raises tempers
and will make the guest more angry.
Even though it's hard, we must remember
the guest is always the guest
and
our job is
to find a way to satisfy each person
and retain them as a guest.

11. SOLVE it yourself - 7 Steps For Handling a Guest Complaint or Inquiry
(if possible) or call a supervisor.
Phrases to avoid:
"I don't know"
"You have to..."
"We can't..."
Better ways to say it:
"I'll be glad to check for you..."
"The best way is...."
"Here's what we can do.."

12. THANK - 7 Steps For Handling a Guest Complaint or Inquiry
Thank the guest for bringing the problem
to your attention.
The guest could have walked out and never returned.

13. to see that the action has been carried out successfully.
7 Steps For Handling a Guest Complaint or Inquiry
FOLLOW-UP
to see that the action has been carried out successfully.

14. HANDLING GUESTS COMPLAINTS
A guest whose complaint is
handled well
actually more loyal to you
than
a guest who never had a problem at all?

15. HANDLING GUESTS COMPLAINTS
Most people handle complaints poorly
because they have never learned what to do (and not
do) when confronted with a disgruntled guest.
They react defensively and they lose twice -
once because they forfeit the guest's patronage forever
and
again because they fail to learn
the lessons that the complaint could have taught them.

16. HANDLING GUESTS COMPLAINTS
Unpleasant as they often are,
complaints are pure feedback from your guests,
telling you where your system broke down which,
in turn,
can show you where and how to improve
your operation.

17. Don't interrupt until they are finished.
HANDLING GUESTS COMPLAINTS
Use these tips to turn an angry customer
into a problem-solving partner:
Listen to their story.
Allowing the customer to vent without
resistance will remove much of the anger.
Don't interrupt until they
are finished.
Don't take it personally.
The customer is attacking workmanship
or product quality -- not you.

18. Offer your help. HANDLING GUESTS COMPLAINTS
Become their partner in solving the problem.
Use their name.
Using a customer's name repeatedly reinforces
familiarity and partnership.
Ask questions.
Non-threatening, non-defensive questions give your
customers time to cool down
while they stop to think.
Ask what they want.
They may ask for less than you would offer.

19. HANDLING GUESTS COMPLAINTS
Give them what they want.
Few will make unrealistic requests.
For those who do, offer alternative solutions.
Always apologize.
Not just for the error, but for the customer's
inconvenience.
Invite the customer to call you any time there is a
problem.
Thank them.
Their input is important to your business.

20. Follow up. HANDLING GUESTS COMPLAINTS
Send a letter outlining the details of
the agreed upon solution,
then be sure to follow through on
what was promised.
Call the customer a week later
to make sure he or she is satisfied.

21. HANDLING GUESTS COMPLAINTS
Why Solving Customer Complaints Is Critical . . .
A survey by the Department of Consumer Affairs
confirms
that 70% of your customers will work with you again if
you resolve problems to their satisfaction. If
you resolve their problems immediately,
95% will buy from
you again.

22. HANDLING GUESTS COMPLAINTS
Why Solving Customer Complaints Is Critical . . .
Customers who have a bad experience and
remain unhappy will tell 11
other people, who in turn will each tell five more.
That adds up to 67 people bad-mouthing your company.
Only half as many people tell others
about a good experience.
BUT if
you satisfy your customer, he or she will boast
about your service to five others, who will each pass
the story on to at least two more.
Handling complaints quickly and efficiently allows
you to turn a potential
black eye into possibly profitable
word of mouth for your company.

23. HANDLING GUESTS COMPLAINTS
In the hospitality industry customers are our business,
we can not operate without them.
We operate within an industry that:
needs us to be aware of our customers expectations,
needs and wants.
promotes quality customer service as positive advertising
for the service and products we
provide
ensures our customers are treated as the most important part
of our industry, above paper work, mechanical operations,
personal calls or conversations, etc.

24. Customers: HANDLING GUESTS COMPLAINTS supply the revenue
used to run a business and pay wages
can provide free advertising and marketing
can provide you with vital feedback
on improving your business potential.

25. HANDLING GUESTS COMPLAINTS
The way in which customers help your business
will depend primarily on the service you
offer them and on the quality of the product you supply.
If you don't offer quality customer service,
your business will have great difficulty in
maintaining repeat business, or getting free advertising
that is so willingly offered by
satisfied customers.

26. HANDLING GUESTS COMPLAINTS
Ask yourself the following questions.
How do you like to be treated as a customer?
What are your expectations, wants and needs?
How do you expect these to be met?

27. HANDLING GUESTS COMPLAINTS
HOW TO PREVENT GUESTS COMPLAINTS ?
products and services available
accessible location, easy to find
ease of finding the products to meet our needs
value for money
adequate staffing including their techniques
for handling us as customers i.e., their attitude,
their efficiency

28. HANDLING GUESTS COMPLAINTS
HOW TO PREVENT GUESTS COMPLAINTS ?
helpful advice, prompt attention including
sales processing
delivery of the product or service expected
check in and out times are reasonable
and reflect their perception of customer's needs

29. HANDLING GUESTS COMPLAINTS
GETTING STARTED
When work is over, YOU become a customer.
You depend on
other people to provide services to
you and your family.
Think about your last trip to the grocery store,
or how you
felt standing in line at the bank or gas station.

30. HANDLING GUESTS COMPLAINTS
No matter what the reason, it takes only
two steps to deal
effectively with an angry customer.
FIRST
1) Deal with the customer's FEELINGS
THEN:
2) Deal with the customer's PROBLEM

31. HANDLING GUESTS COMPLAINTS
It's important to
DEAL FIRST WITH PEOPLE'S FEELINGS.
Fixing their problem
but ignoring their feelings may leave
the customer still feeling
angry and dissatisfied.

32. HANDLING GUESTS COMPLAINTS
Once your customer recognizes that
you're on THEIR side and
that you care,
they will calm down and be easier to deal with.
They will get past the "I'm mad" stage
and begin to
give information you'll need
to solve their problem.

33. HANDLING GUESTS COMPLAINTS
To be good at dealing with your customer's feelings,
you
must develop your ability to EMPATHIZE.
What is empathy?
The dictionary describes empathy as
"participating in the feelings or ideas of another person".
When you empathize, you try to put yourself in
the customer's shoes.
You try to understand feelings
FROM THE
CUSTOMER'S POINT OF VIEW!!

34. HANDLING GUESTS COMPLAINTS
EXAMPLES OF DEALING WITH FEELINGS FIRST:
"I can imagine how frustrating it must
have been when the
room next door refused to
turn their music down, Mr. Rose.
I'm sorry that happened."
NOW - DEAL WITH THE PROBLEM:
"I'd be glad to speak with your neighbors,
or if you'd
rather we can move you to another room.
Which would you
prefer?"

35. HANDLING GUESTS COMPLAINTS
TECHNIQUES FOR ENFORCING UNPOPULAR
RULES OR PROCEDURES
1) DEAL WITH THE CUSTOMER'S FEELINGS.
If the customer was
inconvenienced,
apologize on behalf of the company.
2) EXPLAIN WHY
the company follows this rule or procedure.
If you don't know why,
FIND OUT!
Make it your business to
know all about the issues
that affect your customers.

36. HANDLING GUESTS COMPLAINTS
WHY GUESTS DO NOT ALWAYS COMPLAINT ?
- THEY DO NOT KNOW TO WHOM THEY SHOULD
COMPLAIN
- THEY ARE EMBARRASSED TO COMPLAIN
- THEY FEEL THAT COMPLAINING IS NOT GOING
TO CHANGE ANYTHING
- THEY COMPLAINED BEFORE BUT NO ACTION
WAS TAKEN
- THEY DECIDED ALREADY NOT TO RETURN BACK
SO WHY WASTE THE TIME AND EFFORT.

37. HANDLING GUESTS COMPLAINTS
GROUP EXERCISE
IN YOUR GROUPS TRY TO FIND:
- WHAT ARE THE MAIN CAUSES OF COMPLAINTS ?
- WHO IS THE GUEST WHO LIKES TO COMPLAIN ?
- LIST THE MAJOR COMPLAINTS THAT YOU RECEIVE
IN YOUR DEPARTMENTS.

38. HANDLING GUESTS COMPLAINTS
WHAT IS THE COST OF A COMPLAINT ?
- GUEST COMPENSATION
* COMPLIMENTARY ROOM NIGHT
* COMPLIMENTARY MEAL
* DISCOUNTS
* REFUNDS
* EMBARRASSEMENT TO MANAGEMENT
* BAD WORD OF MOUTH
- GUEST MAY NOT RETURN BACK TO THE HOTEL OR
TO ANY OTHER I.H.C.
- PRECIOUS TIME TO INVESTIGATE THE COMPLAINT

39. HANDLING GUESTS COMPLAINTS
WHAT ARE YOU GOING TO DO AFTER HANDLING
THE COMPLAINT ?
1- START AN INVESTIGATION,
YOU ALREADY SOLVED THE GUEST PROBLEM
BUT THIS IS NOT ENOUGH,
WHAT YOU DID IS JUST A TEMPORARY SOLUTION,
YOU NEED TO IDENTIFY THE CAUSE
OF THE PROBLEM TO ELIMINATE IT IN THE FUTURE.

40. HANDLING GUESTS COMPLAINTS
WHAT ARE YOU GOING TO DO AFTER HANDLING
THE COMPLAINT ?
2- DO NOT ASSUME THE REASON ,
PROPER INVESTIGATION
WILL LET YOU UNDERSTAND
THE ROOT CAUSE OF THE
PROBLEM
3- MAKE SURE THAT ALL CONCERNED ARE INFORMED
THIS PROCEDURE IS CONSIDERED AS PREVENTIVE
FOR FUTURE PROBLEM
4- ELIMINATE THE CAUSE FROM THE ROOT OF THE

41. HANDLING GUESTS COMPLAINTS
In case of complaint how should you
treat all customers;
R- recognise (the problem or the need);
E- empathise (with the customer's feelings);
S- say sorry (for the upset);
P- present or propose a solution;
E- explain (action to be taken);
C- consider that it will not happen again
T- treat complaint from the root

42. HANDLING GUESTS COMPLAINTS
HERE ARE SOME FACTS YOU SHOULD KNOW:
for every customer that bothers to complain
there are 26 others who remain silent.
The average "wronged" customer
will tell more people about
the negative experience (pre-internet).
Some 91% of unhappy customers will never
buy from you again.
85% of lost customers result
because
"They just don't care about me or my business".