Customer Complaint Handling

1. CUSTOMER COMPLAINT
HANDLING

2. LISTEN
 Always LISTEN to the customer.
 L Look - make eye contact
 I Interest - take a positive approach
 S Serious - take the complaint seriously
 T Tolerate - Be tolerant at all times
 E Enjoy - the chance
 N Never switch off

3. QUESTION
 Questioning is all important.
 Who, What, Why, When, Where & How
 Elicit all of the information necessary to
be able to proceed with the complaint.
 Inaccurate information may impede the
course to exceeding the customers
expectations.

4. APOLOGISE
 Now is the time to apologise.
 You now have the information
necessary to know what you are
apologising for.
 Never apologise generally.
 An apology only means something if it is
specific.

5. ACT
 You should now be in a position to act
upon the complaint in order that you can
exceed a customer’s expectations.
 A Attend to the complaint immediately
 C Choice - Offer alternatives
 T Tailor the action to the needs

6. THANK
 Thank the customer for bringing the
situation to your attention.
 If the customer had not raised the point
how many other customers would have
left your establishment unsatisfied -
Never to return.

7. ROLE PLAY 1- The Customer
 You have recently arrived at the hotel after a long,
grueling car journey of 4 hours. The time is 3pm and
you are ready to check into your room and relax.
 In your party are your wife, your unruly 4 year old
who has been car sick the whole way here and your
2 month old baby who is desperate need of a nappy
change.
 You have just been informed by the receptionist that
unfortunately your room will not be ready for a couple
of hours due to a shortage of staff available to service
the rooms.
 You are not happy and wish to complain.

8. ROLE PLAY 1- The
Receptionist
 A family have recently arrived at the hotel after a
long, grueling car journey of 4 hours. The time is 3pm
and they are ready to check into their room and relax.
 In the party are a wife, an unruly 4 year old who has
been car sick the whole way here and a 2 month old
baby who is desperate need of a nappy change.
 You have just informed the party that unfortunately
their room will not be ready for a couple of hours due
to a shortage of staff available to service the rooms.
 The party is not happy and wishes to make a
complaint.

9. ROLE PLAY 1- The Manager
 A family have recently arrived at the hotel after a
long, grueling car journey of 4 hours. The time is 3pm
and they are ready to check into their room and relax.
 In the party are a wife, an unruly 4 year old who has
been car sick the whole way here and a 2 month old
baby who is desperate need of a nappy change.
 The party have just been informed that unfortunately
their room will not be ready for a couple of hours due
to a shortage of staff available to service the rooms.
 The party is not happy and wishes to make a
complaint. You step in when asked by the
receptionist.

10. BRIEF to Role Play 1
 As participants in this brief it is now up
to you to act out this role play in the
worst way possible.
 No holds barred.
 We are trying to show the group exactly
what can happen when a problem is not
dealt with effectively.

11. BRIEF to Role Play 1
 As participants in this brief it is now up
to you to act out this role play in the
most effective way possible.
 Nothing is too much trouble.
 We are trying to show the group exactly
what can happen when a problem is
dealt with effectively.