7 Rules Of Complaint Management

7 rules of complaint management Prabhjot Bedi www.prabhjotbedi.com

Isolate The guest/customer complaining should be isolated from the area of possible. Moving them away from the scene ensures any the anger associated with the scene is dissipated and keeps the other customers from becoming a part of the complaint. Prabhjot Bedi www.prabhjotbedi.com

Sit Them Down You cannot scream, shout and rant if you are sitting down. try it. get the complaining guest/customer to sit down if possible it will slow their heart rate and get them off the peak noise level & the angry hand gestures. Prabhjot Bedi www.prabhjotbedi.com

Take Notes Take notes while you are listening. It will make sure that you get all the details. this will ensure you dont need to go back to the customer for details later. It will also slow them down. Third, it will get the message across that you are serious about resolving or assisting the customer. Prabhjot Bedi www.prabhjotbedi.com

Offer to do Something Only if you can If you do not have the power or the authority to do anything about the situation, do not make any false/empty promises. Instead, ensure you tell them that you will bring this to the right authorities attention. However if you can do something, tell them you can and tell them what you intend to do about it. Prabhjot Bedi www.prabhjotbedi.com

Set A Deadline And commit to it. People want to know what you will do and by when. so if you can do something and you intend to do something about the compliant, tell the customer by when you will do it. Prabhjot Bedi www.prabhjotbedi.com

R evert According to the Deadline This is so important. If you promised to do something by a certain time, please ensure either you accomplish that, or get back to the guest about the current status by the deadline you set. If you do not maintain this, you will certainly loose credibility. Prabhjot Bedi www.prabhjotbedi.com

Seek Feedback You may think you have done good, the guest may not. Ask for feedback. the more detailed the better. Prabhjot Bedi www.prabhjotbedi.com

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7 Rules Of Complaint Management

by Prabhjot Bedi on Sep 16, 2009

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7 Rules Of Complaint Management — Presentation Transcript