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Complaint Handling Keeping Guests Happy.

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  • 1. Complaint Handling: Keeping Guests Happy
  • 2. 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
  • 3. Break out: Moment of Truth..
  • 4. What is a complaint?
    “an expression of dissatisfaction by a customer whether justified or not”
  • 5. 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
  • 6. 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!
  • 7. 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?
  • 8. 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.
  • 9. Effects of complaints
    5%
    Tip of the iceberg
    45%
    50%
  • 10. 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
  • 11. 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.
  • 12. Face to Face
    Communication
    Words
    (7%)
    How we communicate
    Voice
    (38%)
    Body
    Language
    (55%)
  • 13. The most effective method of handling complaints
    Kill the reason of complaint. Don’t let the complaint arise in first place.
  • 14. 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.
  • 15. 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.
  • 16. Handling customer complaints
    E.mpathise
    A.ssess
    S.olve
    E.valuate
    overcome complaints with
    E.A.S.E
  • 17. 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.
  • 18. 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
  • 19. What does your body language indicate..
  • 20. Continued…
  • 21. Did we learn about….?
    • Importance of keeping guests happy
    • 22. Reasons of guest complaints
    • 23. Impacts of guest complaints.
    • 24. Handling complaints
    • 25. Making opportunities from complaints
    • 26. Positive Words and body language
  • 27. Thanks For Watching
    Please Share
    Check out more great forwards at
    vparakhiya@rediffmail.com
    vparakhiya@gmail.com
    Mo.No. :- 94279-13540