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Claims and complaints


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Claims and complaints

  2. 2. COMPLAINTS<br />Verb: to complain (queixar-se). Noun: Complaint (queixa)<br />A customer makes a complaint when they think there is or has been something wrong with the services provided and they want the management to know. <br />They may say: <br />“I’d like to make a complaint” <br /> “I’d like to lodge a complaint” <br />“ I’d like to file a complaint.”<br />
  3. 3. Then the receptionist should try to solve the situation… <br />“What seems to be/have been the problem?”<br />Let your guest explain the problem and then apologize<br />“This is terrible!, I am really sorry” <br />“I apologize for the inconvenience”<br />And then, if possible, give explanations. <br />“There seems to have been a problem…”<br /> “What seem to have happened is that…”<br /> “There seems to have been a misunderstanding”<br />
  4. 4. And then, if necessary, explain what action will be taken and how soon<br />“We’ll look into the matter and …”<br /> “I suggest that we…”<br /> “I’ll see to it straightaway”<br />If your guest is still unsatisfied with your explanations, offer help: <br />“What can we do to solve the situation?”<br />Evaluate the situation according to your hotel’s protocol, you can either:<br />Call the manager<br />Offer a complaint form<br />
  5. 5.
  6. 6. The Manager<br />These are useful phrases to ensure good communication with an angry customer:<br /><ul><li>Would you like to come with me and take a seat and</li></ul>you can explain what actually is the problem? <br /><ul><li>Can I take your name?
  7. 7. Would you like to just explain from the beginning</li></ul>what’s happened?<br />Thank you for bringing the matter to my attention<br /><ul><li>I can look into that for you./ Let me check for you.
  8. 8. I’m sorry about this Mr. Anderson.
  9. 9. I’m sorry for the inconvenience.
  10. 10. I can assure you we’ll do everything we can to…
  11. 11. It’s not going to help if you start to get angry.
  12. 12. I really do want to help you.
  13. 13. I am here to help you.</li></li></ul><li>CLAIMS<br />A claimis a demand for something as rightful or due, it isanofficialcomplaint. A guestisveryunhappywiththeserviceprovided and he wantstheauthoritiestoregisterhiscomplaint, at thesame time he asksfor a compensationtorecoverthedamage. <br />Thesemaybe:<br /><ul><li>reparation of a damage
  14. 14. a monetaryrefund
  15. 15. cancellation of a contract</li></li></ul><li>In Catalonia, the AgenciaCatalana de Consum, provides official complaint forms.<br />Thenhe/shemayaskforanofficialcomplaintformor a claimform. <br />Ifthe hotel managementsolvesthesituationtheguestwon’tpresentittotheauthorities.<br />ifnot, theguestwillmaketheofficialclaimbypresentingtheformtotheOMIC’sortotheCustomerServiceOffices. <br />
  16. 16. Communication of complaints and claims<br />A complaint or claim can be done through:<br />Face to face communication. <br />Telephone.<br />Letter. <br />
  17. 17. LETTER PHRASES: requesting<br />We would appreciate it if you would ...<br />I would be grateful if you could...<br />Could you please send me . . .<br />Could you possibly tell us/let us have...<br />In addition, I would like to receive ...<br />It would be helpful if you could send us ...<br />I am interested in (obtaining/receiving...)<br />I would appreciate your immediate attention to this matter. <br />Please let me know what action you propose to take.<br />LETTER PHRASES: complaining<br />I am writing to express my dissatisfaction with ...<br />I am writing to complain about ...<br />Please note that the rooms we booked on (date) ….<br />We regret to inform you that our stay in your hotel was unsatisfactory. <br />I would like to query the service charges which seem unusually high.  <br />
  18. 18. LETTER PHRASES: apologizing<br />We are sorry for the delay in replying ...<br />I regret any inconvenience caused<br />I would like to apologize for (the delay/the inconvenience) ...<br />Once again, I apologise for any inconvenience.<br />LETTER PHRASES: offering help<br />We would be happy to ...<br />Would you like us to ...<br />We are quite willing to ...<br />Our company would be pleased to ...<br />
  19. 19. LETTER PHRASES: giving good news<br />We are pleased to announce that ...<br />I am delighted to inform you that ...<br />You will be pleased to learn that ...<br />LETTER PHRASES: giving bad news<br />We regret to inform you that ...<br />I'm afraid it would not be possible to ...<br />Unfortunately we cannot/we are unable to ...<br />After careful consideration we have decided (not) to ...<br />