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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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