What is customer care?
3. Today’s Objectives
 To look at how customer complaints should
 To understand how staff training and
incentives can improve customer care
 To look at how customer service is measured
4. Handling Complaints - Procedure
In order to deal with complaints efficiently it is important that
companies have a specific complaints procedure in place.
 Listen attentively:___________________________________
 Do not interrupt the guest; ____________________________
 Wait until the guest has completely finished before saying
5. Complaints Procedure (Cont.)
 Apologise; ________________________________________
 Do not ____________________ or use inappropriate language
 Summarise the nature of the complaint; __________________
 Explain what action will be taken and the _________________
in which this will take place.
6. Staff Training
Why is staff training important in achieving a
high level of customer service?
7. Staff Incentives
Incentives can help to motivate staff to improve
the way in which they deal with customers.
Examples of staff incentives related to customer
8. Measurement of Customer Service
How can we measure
Customer Retention Rates
9. Guest Comment Cards
What information is important to include on a guest
comment card, in order to give you the maximum
10. Why is it important to measure