4. Objectives
By the end of this module you will be able :
Explain the nature of
complaints
List and describe the
different types of
complaints
List different
complainers and how
to communicate with
them
Describe ways to
resolve complaints
using the LAST
sequence
Explain the process for
documenting
complaints and giving
feedback
Describe ways to build
customer loyalty
through effective
complaint handling
8. Complaints are Opportunities to…
Evaluate how well you
are doing
Identify weak points in
your systems and
processes and put
them right
See situations from the
customer’s point of
view
Improve customer
satisfaction
Create long-term
loyalty
9. Activity
Reasons for the complaint
Possible solutions
Common complaints that you face in your day to day work
11. Types of Complainers
They openly
display their
anger
They can be
intimidating
They want and
need to be
noticed
They don’t say
anything; they
simply don’t return
They pass on the
bad news to others
They make up the
majority of
unhappy customers
or guests
They are full of useful
ideas for change
They address their
problem to the
business in a calm
rational manner
They allow an
organization to see
and ‘repair’ problems
12. LAST Approach to handling
complaints
L
Listen Attentively
A
Apologize & Empathize
S
Solve the issue on hand
(Solution provided)
T
Thank the Guest
13. Activity
Act out in your previous groups any one of the
complaints that you mentioned – Using the
LAST Sequence of handling complaints
15. Dealing with complaints
Stay positive
Respond
quickly
Offer
personalised
service
Take
ownership
without
blaming
others or the
organisation
Follow up
16. Managing Effective Communication
Clear
and calm
voice
Speak
normally
Body
language
•Eye contact
•Calm facial expressions
•Calm, friendly gestures
•Professional posture
•Concerned and interested
Involve
the guest
Managing
Effective
Communication
17. Behaviors to Avoid
• Forceful hand
gestures
• Entering
guest’s
personal space
• Defensive body
language
• Raising your
voice
• Bad language
• Confrontational
situations
19. Dealing with Specific Complaints
Product &
Service
If quality is below
standard, then
rectify
If standard is met,
explain and offer
alternatives
Environment
Find a solution
that is acceptable
for our guest
If no solution,
explain and
apologize
Team
members
Do not blame the
associate in front
of the guest
Talk to associate
or concerning
manager in
private
Written
Do not get upset
that the guest did
not speak to you
directly
Investigate the
reasons
Cooperate in
finding a solution