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WorksheetsComplaint handling
Total questions: 20
Worksheet time: 19mins
Complaint : A statement of expressing discontent or unhappiness about a situation
True
False
Constructive Feedback : A tool used to build things up and lets the other person know that you are on their side
True
False
Causes of Complaints
(a)
Why Do Guests Not Return?
68% (a)
14% (b)
9% (c)
5% (d)
Feedback gives opportunities to
•Evaluate how well you are doing
•Identify positve points in your systems and processes and put them right
•See situations from the colleagues point of view
•Improve Guests satisfaction
Types of Complainers
(a) (b) (c)
Aggressive Complainers behavior
They only display their anger
They can be intimidating
They want and need to be noticed
They are very calm
Characteristics of Passive Complainers:
•They do not say anything; they simply do not return
•They pass on the bad news to others
•They make up the majority of unhappy guests
They do not take responsibility for their own actions; they blame others
Constructive Feedback
They are full of useful ideas for change – positive feedback
They address their problem to the business in a calm rational manner
They allow an organization to see and 'repair' problems with suggested solutions
Not really helpful in improving performance – negative feedback
Handling Aggressive Complainers (a) (b) (c) (d) (e)
Handling Passive Complainers (a) (b) (c)
Handling Constructive Feedback (a) (b) (c) •Put right what you can
Match the following H E A T Approach
H
ear
E
mphatize
A
pologize
T
ake responsibility
Win – Win-Our owners are happy and so is their customer
True
False
If you receive complain about your Colleague, •Do blame the colleague in front of the customer for his faults
True
False
Take (a) of our (b) and they will take care of (c) .
