This document discusses customer complaints and their handling. It defines a complaint as an expression of dissatisfaction or unacceptable situation. Complaints arise due to differing expectations and grievances. When handling complaints, it is important to believe the customer, listen without being defensive, apologize even if not at fault, solve or satisfy the issue, and thank the customer. Proper body language like making eye contact, nodding, and smiling is also important when dealing with angry customers. Some magic words and phrases can help de-escalate situations. Overall, complaints should be viewed as opportunities for improvement rather than problems.

2. Customer
Complaints & Its
Handling

3. Complain
• Definition:
A statement that situation is
unsatisfactory or unacceptable
Expression
Condition
Expectation
Attention
Needs
Grievance

4. Why should
there be a
Complain?
Different Levels of
expectation
Grievance

5. What Makes A Person Angry?
The Psychology of an “Angry Customer”

6. Solving the grievance involves
Interaction
I know this duffer
is so incorrect..
But then… he’s a
customer
This fool cannot
understand this
simple thing I need
The service renderer The service receiver

7. IS GRIEVANCE A PROBLEM?
Key word : How you “respond” to the person who complains
that reflects upon the degree of the problem
The Problem is not PROBLEM
In Practice

8. REQUIREMENT FROM THE SERVICE PEOPLE
ATTITUDINAL BODY LANGUAGE
Listening Ability
 Age old rule of customer
satisfaction
Patience
Courteous
 Accepting responsibility of
blame even if the person is not
Apologising- -I /WE
 Initiating action – correcting –
gathering feedback.
 Maintain Eye Contact
 Eyes showing keenness &
empathy
 Not being defensive
Lean towards the speaker.
 Face: smiling, approving,
assuring,
 Head nodding at intervals.
 Never show impatience.
 Show thankfulness – gratitude.
Representation

9. Some Magic Words

10. Some Magic Phrases

11. Never ever!! Never!!

12. Handling a Complain
Follow the theory of
 Believe
 Listen
 Apologise
 Solve/Satisy
 Thank
BLAST.

13. Believe
•Assume whatever the customer speaks as complaint is
relevant .
•Regard it as “It is the Truth”
•Resolve “It is to be redressed.”
•Establish eye contact. This will bring out the sincerity
in you
•Value his experience

14. Listen
•Give a patient
hearing.
•Avoid being defensive – remember it is not an
Accusation but an Opportunity.
•Do no take the criticisms personally.
•Do not assume
Be relaxed &
calm.
Show
empathy
•Try to understand where the problem lies.

15. Apologise
•Even if the disservice is not your fault.
•If the name of the customer is known address him
by his sir name

16. Satisfy/Solve
•When it is felt that the customer has vent out his
feelings
Give assurance that the person’s grievance is
understood
•Tell him what you can do; not what you can’t
•Make the customer a part of your solution; not a
part of your problem.
•If you do not have a solution
Do not lie
Assure
You shall refer to competent authority and get back ASAP

17. Satisfy/Solve (Cont’d)
If an agreement to a solution is reached act quickly
before they can change their mind.
- Follow up

18. Thank
Express your gratitude to the customer for pointing it
out to you.
Praise him if he comes up with a suggestion/nouvelle
idea.

19. Summing up
• 6 Best Way to get “AN ANGRY CUSTOMER”
DOWN

20. Conclusion: The Positive side of Complain
The Fallacy
Most of the customers go away as dissatisfied customers,
rather than complain
Feel Lucky
If at least one of them complains.
Because
It gives one, as an operator, with information
A Complain is rather a request for action provides with a
chance to improve
To think if there’s no complain your organisation is doing well
The Reality

21. Therefore

22. In any Situation
Hotelier Guest