COMPLAINT HANDLING
“How to successfully manage complaints to benefit your company and you”
Firstly you have to know what is a Complaint?
“An expression of grievance or resentment”
Or
“A statement expressing dissatisfaction with something”
Or
“A gap between a guest’s expectations of service and a hotel perception of guests needs”
WHAT ARE THE BENEFITS OF EFFECTIVE COMPLAINT HANDLING TO YOUR ORGANIZATION?
“How to successfully manage complaints to benefit your company and you”
Firstly you have to know what is a Complaint?
“An expression of grievance or resentment”
Or
“A statement expressing dissatisfaction with something”
Or
“A gap between a guest’s expectations of service and a hotel perception of guests needs”
WHAT ARE THE BENEFITS OF EFFECTIVE COMPLAINT HANDLING TO YOUR ORGANIZATION?
Greater customer loyalty
Less time and money spent attracting customer
A healthier bottom line
Better understanding of customer needs
WHAT ARE THE BENEFITS FOR YOUR PERSONALLY?
· Good personal relationship with the guest
· Internal satisfaction
· Improved self esteem
· The ability to process complaints more efficiently and effectively
“ Even if I had a problem with your company, id you do something nice to me, including something as simple as giving me a free hamburger, I will more likely to give you more of my business and tell others what a great company you are”
“ Complaints that customers bring directly to business are the most efficient and least costly way of getting information and understanding customer expectation about product and services”
DO’S AND DON’TS OF COMPLAINTS HANDLING
DO:
· Internal satisfaction
· Improved self esteem
· The ability to process complaints more efficiently and effectively
“ Even if I had a problem with your company, id you do something nice to me, including something as simple as giving me a free hamburger, I will more likely to give you more of my business and tell others what a great company you are”
“ Complaints that customers bring directly to business are the most efficient and least costly way of getting information and understanding customer expectation about product and services”
DO’S AND DON’TS OF COMPLAINTS HANDLING
DO:
Listen to the guest empathetically
Treat all guests with courtesy and respect
Apologize to the guest
Trust the guest
Deal with the emotion of the guest and then with the guest’s problem
Focus solely on the guest during the complaint
Treat all guests with courtesy and respect
Apologize to the guest
Trust the guest
Deal with the emotion of the guest and then with the guest’s problem
Focus solely on the guest during the complaint
DON’TS:
Do not interrupt the guest
Do not blame the guest
Do not promise the guest more than you can deliver
Do not blame your staff without finding out the entire story
AND THEN WHAT YOU GOTTA DO??
STOP!!!
THINK!!!
If you know how to solve the problem but just need some time to think about it and refer to some resources, think and then respond the guest
GO!!!
GO!!!
If you are 100% certain and confidence in dealing with the guest’s problem or query…GO AHEAD SOLDIER!!!!
COMPLAINT HANDDLING PROCESS
RECOVER AND REPORT
NEGATIVE GUEST INCIDENT OCCURRED(VERBAL)-->RESPOND TO THE GUEST-->RECOVER THE SITUATION-->CONFIRM GUEST SATISFACTION-->DOCUMENT THE FEEDBACK-->BROADCAST INCIDENT/FEEDBACK REPORT
RESOLVE
INDETIFY ROOT CAUSE THAT CAUSEED THE INCIDENT/FEEDBACK-->TAKE CORRECTIVE ACTION-->REVIEW CORRETIVE ACTION
CONFIRM SATISFACTION
REPLY TO THE GUEST-->CHECK GUEST SATISFACTION-->CORRECTIVE ACTION TAKEN-->SATISFIED GUEST
Respond “ communicate immediately with the guest obtaining all the details about the situation including timing, names, witnesses etc. empathize with the guest about the problem”.EX: “I am very sorry for this inconvenience, may I please know he person you dealt with and where and when this took place? I will attend to this matter immediately”
Recover “ apologize to the guest and bring the situation in your control by speaking to all internal colleagues involved in the situation”.
Confirm “ follow up with the guest about the actions taken and ask the guest if thet are currently satisfied with the situation and if there is anything else that can be done to satisfy the guest”
Document “ formally write down all the details, action taken, and names of the complaint”
Broadcast “ Make sure the documents are sent and received by all parties involved in the process, reporting to the H.O.D and GM for further assistance.”
Identify “ Find out exactly what the root cause of the problem was”
Take Action “ Take all possible actions to correct the situation at hand “
Review “ Follow through the action step taken to resolve the situation and confirm it if the step taken were the most beneficial to the guest and to the hotel”
Reply to the guest “Communicate to the guest all necessary steps taken to resolve thte situation
Confirm “ ask to the guest if all the step taken to resolve the situation were up to the guest satisfaction and if there is anything that can be done to satisfy the guest.
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