Handling Guest Complaints

#1 Reason why do guests complain

• Due to Lack of Cleanliness
• Rude Staff
• Because their expectations were not met
• Badly Dated Features

 A complaining customer is:

• Always right
• Almost right
• Often lying
• Always the customer

Customers who complain:

• Had unhappy childhoods
• Are genetically predisposed to be sourpusses
• Have trouble in their primary relationships
• Are doing you a service in identifying what isn’t working in your business or organization

Customers who complain want . . .

• Something for nothing
• To be heard and have their experience validated
• To vent for the sport of it
• To be made majority shareholders in the company

For a company to be considered service-oriented:

• It must mention customer service in its mission statement.
• At least 18.3% of its employees must work in the customer service department
•  Its managers must at one time have been CSRs
•  Customer service must be addressed by all departments

The manager who satisfies the tangible needs of visitors will deliver a better product and have more satisfied guests.

• True
• False
• Maybe
• I Don't Know

Method/s use to Handle Guest Complaints

• LEAP and HIT
• HIT and LEAF
• LEAF and HEAT
• HEAT and LEAP

First thing to do when handling guest complaints

• Let the customer vent their anger.
  
• Understand how they’re feeling
• Call the manager
• Recognize and apologize for what could have been done better.

To deal with Guest complaints you need to take the HEAT. What does HEAT stands for?

• Hear. Empathize. Apologize. Take action
• Hear. Empathize. Ask. Talk back
• Hear. Empathize. Ask. Take action
• Hear. End. Ask for their name. Talk to your manager

What will you do if the customer keeps on arguing?

• Suggest that they call back later 
• Keep repeating that you only want to help them
  
• Let the guest leave without solving his/her problem
• Leave him/her alone