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G U I D E L I N E S
FOR HANDLING
COMPLAINTS
BY GURCHARAN HANS
L I S T E N
…with concern and empathy
ISOLATE THE GUEST…complaints are notoriously contagious
SHOW A PERSONAL INTEREST IN THE PROBLEM
...and use the guest name frequently
GIVE THE GUEST YOUR UNDIVIDED ATTENTION
….and don’t blame any party
TAKE NOTES….it reassures the guest
and slows them down (always works)
TELL THE GUEST WHAT CAN BE ONE
…don’t promise the impossible
SET AN APPROXIMATE TIME FOR YOUR ACTION
…be specific
MONITOR PROGRESS
…push, push, push
FOLLOW UP….and finally, log it down
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