complaint handlling 400

7/28/2019 Complaint Handlling 400

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Complaint Handling: KeepingGuests Happy


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In this meeting we will learn

Importance of keeping guests

happy

Reasons of guest complaints Impacts of guest complaints.

Handling complaints

Making opportunities fromcomplaints

Positive Words and Phrases


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Break out: Moment of Truth..


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What is a complaint?

an expression of

dissatisfaction by a customer

whether justified or not


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A happy guest...

Returns the next time.

Recommends the placeto his friends and

acquaintances.Avails other services of

hotel.

Appreciates the hotel

staff and respects themAnd thus, the profits are

increased


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Did you Know?

A study suggeststhat 95% ofcustomers stop

using a hotelsservice becausesomebody fromthe hotel staff was

rude to them!


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Why do guests complain?

Bad service

Unsatisfactory service

Delayed service

Issues not being handledseriously

Rude and disinterested Staff

Not getting the services

promised

Anything extra you can think of?


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Impacts of Guest Complaints

Loosing the customer

Loosing the opportunity toserve the customer better

Bad name for organization

One unhappy customerstops 35 people

approximately from hisfriends and acquaintancefrom using the service.


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Effects of complaints

5%

45%

50%

Tip of the

iceberg


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Zone of Affection

Zone of Defection

100%

80%

60%

40%

20%

0%

Loy

alty

(Rete

ntion)

1

Extremely

Dissatisfied

2

Somewhat

Dissatisfied3

Slightly

Dissatisfied

4

Satisfied

5

Very

Satisfied

Zone of Indifference

Effect of complaints

Satisfaction


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Actively Seeking Customer Complaints

It is important to realize that organizations that aretotally customer-focused do not just respond

effectively to customer complaints; they activelyseek them out. A research indicates that for everycomplaint expressed there are over 25unregistered complaints. Many dissatisfied

customers just quietly take their businesselsewhere. Therefore, organizations that are trulycommitted to delivering Superior CustomerPerformance work hard at providing their

customers opportunities to complain.


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Communication

Words

(7%)

Body

Language

(55%)

Voice

(38%)

Face to Face

How wecommunicate


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The most effective method of handlingcomplaints

Kill the reason ofcomplaint. Dontlet the complaintarise in first place.


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Eight Steps to complaint resolution

Provide customers with the opportunity tocomplain.

Give customers your full and undivided attention.

Listen completely. Ask the key question: "what else?"

Agree that a problem exists; never disagree orargue.

Apologize.

Resolve the complaint. (Ask again: "what else?") Thank the customer for bringing the complaint to

your attention.


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Special Cases

Do something extra that you

can as a gesture of apology

to make customer feel

special

If you cant give to customer what

he/she is asking for, rather than

refusing straightaway, give another

option.


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Handling customer complaints

overcome complaints

with

E.A.S.E

E.mpathise

A.ssess

S.olve

E.valuate


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Complaint is an opportunity..

Guest complaint is anopportunity to go that

extra mile to resolve it,

and do something special

for the customer so that

he knows he is valued

and thus he comes back.


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Being positive

Negative words or phrases Positive words or phrases

I dont know

No

Thats not my job

Youre right, its awful

Thats not my fault

You want it when?

I suppose

With all due respect

Ill find out

What I can do is...

This is who can help you...

I understand your frustration

Im sorry

Ill do my best

I can

I will


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Brisk, erect walk ConfidenceStanding with hands on hips Readiness, aggression

Sitting with legs crossed, foot kicking slightly Boredom

Sitting, legs apart Open, relaxed

Arms crossed on chest DefensivenessWalking with hands in pockets, shoulders

hunchedDejection

Hand to cheek Evaluation, thinking

Touching, slightly rubbing nose Rejection, doubt, lying

Rubbing the eye Doubt, disbelief

Hands clasped behind backAnger, frustration,

apprehension

Locked ankles Apprehension

What does your body languageindicate..


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Head resting in hand, eyes downcast Boredom

Rubbing hands Anticipation

Sitting with hands clasped behind head, legs

crossedConfidence, superiority

Open palm Sincerity, openness, innocence

Pinching bridge of nose, eyes closed Negative evaluation

Tapping or drumming fingers ImpatienceStepping fingers Authoritative

Patting/fondling hairLack of self-confidence;

insecurity

Tilted head Interest

Stroking chin Trying to make a decision

Looking down, face turned away Disbelief

Biting nails Insecurity, nervousness

Pulling or tugging at ear Indecision

Continued


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Did we learn about.?

Importance of keeping guests happy

Reasons of guest complaints

Impacts of guest complaints.

Handling complaints Making opportunities from complaints

Positive Words and body language


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complaint handlling 400

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