In this meeting we will learn Importance of keeping guests happy Reasons of guest complaints Impacts of guest complaints. Handling complaints Making opportunities from complaints Positive Words and Phrases
What is a complaint? “an expression of dissatisfaction by a customer whether justified or not”
A happy guest... Returns the next time. Recommends the place to his friends and acquaintances. Avails other services of hotel. Appreciates the hotel staff and respects them And thus, the profits are increased
Did you Know? A study suggests that 95% of customers stop using a hotel’s service because somebody from the hotel staff was rude to them!
Why do guests complain? Bad service Unsatisfactory service Delayed service Issues not being handled seriously Rude and disinterested Staff Not getting the services promised Anything extra you can think of?
Impacts of Guest Complaints Loosing the customer Loosing the opportunity to serve the customer better Bad name for organization One unhappy customer stops 35 people approximately from his friends and acquaintance from using the service.
Effects of complaints 5% Tip of the iceberg 45% 50%
Zone of Affection Zone of Indifference Zone of Defection Effect of complaints 100% 80% Loyalty 60% (Retention) 40% 20% 0% 1 Extremely Dissatisfied 2 Somewhat Dissatisfied 3 Slightly Dissatisfied 4 Satisfied 5 Very Satisfied Satisfaction
Actively Seeking Customer Complaints It is important to realize that organizations that are totally customer-focused do not just respond effectively to customer complaints; they actively seek them out. A research indicates that for every complaint expressed there are over 25 unregistered complaints. Many dissatisfied customers just quietly take their business elsewhere. Therefore, organizations that are truly committed to delivering Superior Customer Performance work hard at providing their customers opportunities to complain.
Face to Face Communication Words (7%) How we communicate Voice (38%) Body Language (55%)
The most effective method of handling complaints Kill the reason of complaint. Don’t let the complaint arise in first place.
Eight Steps to complaint resolution Provide customers with the opportunity to complain. Give customers your full and undivided attention. Listen completely. Ask the key question: "what else?" Agree that a problem exists; never disagree or argue. Apologize. Resolve the complaint. (Ask again: "what else?") Thank the customer for bringing the complaint to your attention.
Special Cases Do something extra that you can as a gesture of apology to make customer feel special If you cant give to customer what he/she is asking for, rather than refusing straightaway, give another option.
Complaint is an opportunity.. Guest complaint is an opportunity to go that extra mile to resolve it, and do something special for the customer so that he knows he is valued and thus he comes back.
Positive words or phrases Negative words or phrases Being positive I’ll find out I don’t know What I can do is... No That’s not my job This is who can help you... I understand your frustration You’re right, it’s awful I’m sorry That’s not my fault You want it when? I’ll do my best I suppose I can With all due respect I will