The document discusses complaint handling and provides guidance on effectively resolving customer complaints. It begins by defining complaints and explaining why they are important to address. It then describes different types of complainers and recommends communicating with them in a calm, rational manner. The document outlines the LAST approach to handling complaints, which involves listening attentively, apologizing and empathizing, solving the issue, and thanking the customer. It emphasizes taking ownership of complaints without blaming others, and provides tips for effective communication and behaviors to avoid. The document also discusses solving specific types of complaints, maintaining efficient work practices, and the importance of following up to ensure customer loyalty.
We need to take control of customer complaints and turn them to our advantage. Customer complaints are good for your business. Approach the customer as soon as you learn they are unhappy.
None of us get it right all the time. Part of the human experience is dealing with upset or disappointed people. Sometimes this is because of a misunderstanding, or because we didn’t deliver quality service to our customers. Learn how to deal with difficult customers.
customer management, handling difficult guest or customer, rude customer management, focusing on customer, all about customer, how to win customer's attitude, how to increase profitability with customer management
There is a proven way to build your reputation and achieve 20% growth in business without spending anything on advertising or hours on social media and this course will show you how its done.
This is not a sales course but rather a true “service” based course presented by an Operations Exec with years of experience in managing successful customer service departments.
In this course you will learn how to build your business and your reputation by making simple changes that are easy to implement.
Delegates Will Learn:
Why proper service is critical
How to identify and provide excellent service
What’s in it for you, your departmenat and your organisation
By the end of this course you will have developed a personal action plan to implement in your business immediately and will be thinking very differently about how you go about your business.
If you are serious about building your business or developing your staff to do so for you or if you are open minded enough to examine and adopt additional methods to overcoming obstacles, Exceptional Customer Service is the course for you.
Martyn can show you those small but effective actions which can deliver a sustainable and unassailable advantage over your competitors.
About The Trainer
Martyn Jones has worked with many companies from FTSE100 giants to sole traders and from many different sectors including utilities, nuclear, legal, financial and travel. He has delivered this training for UCLAN and other business schools and with his informative style, enthusiastic, and vast experience he will enable delegates to take the principles of success and apply them to their organisations straight away. http://www.lancschamber.co.uk/training/exceptional-customer-service-course/
We need to take control of customer complaints and turn them to our advantage. Customer complaints are good for your business. Approach the customer as soon as you learn they are unhappy.
None of us get it right all the time. Part of the human experience is dealing with upset or disappointed people. Sometimes this is because of a misunderstanding, or because we didn’t deliver quality service to our customers. Learn how to deal with difficult customers.
customer management, handling difficult guest or customer, rude customer management, focusing on customer, all about customer, how to win customer's attitude, how to increase profitability with customer management
There is a proven way to build your reputation and achieve 20% growth in business without spending anything on advertising or hours on social media and this course will show you how its done.
This is not a sales course but rather a true “service” based course presented by an Operations Exec with years of experience in managing successful customer service departments.
In this course you will learn how to build your business and your reputation by making simple changes that are easy to implement.
Delegates Will Learn:
Why proper service is critical
How to identify and provide excellent service
What’s in it for you, your departmenat and your organisation
By the end of this course you will have developed a personal action plan to implement in your business immediately and will be thinking very differently about how you go about your business.
If you are serious about building your business or developing your staff to do so for you or if you are open minded enough to examine and adopt additional methods to overcoming obstacles, Exceptional Customer Service is the course for you.
Martyn can show you those small but effective actions which can deliver a sustainable and unassailable advantage over your competitors.
About The Trainer
Martyn Jones has worked with many companies from FTSE100 giants to sole traders and from many different sectors including utilities, nuclear, legal, financial and travel. He has delivered this training for UCLAN and other business schools and with his informative style, enthusiastic, and vast experience he will enable delegates to take the principles of success and apply them to their organisations straight away. http://www.lancschamber.co.uk/training/exceptional-customer-service-course/
How to Handle Guest with Complaints in HotelHotelCluster
The key to running a successful hotel is customer service. A big part of this is addressing customer complaints and ensuring that these complaints are resolved to the customer’s satisfaction. Successful resolution will have a positive effect on the customer, who will be more conducive to returning to the hotel in the future, as the way the complaint was handled and resolved makes the customer feel special and shows him that the hotel is genuinely interested in keeping its customers happy and satisfied.
The Top Ten Reactions to Performance Feedback and How to Respond4Good.org
hy do so many managers avoid giving feedback? Fear of how an employee will respond is the number one reason managers say they delay and sometimes completely abandon performance conversations. Many managers feel there is no way to adequately predict and prepare for an employee’s response to feedback and are, therefore, convinced things will spin out of control. In reality, most performance issues will elicit a fairly predictable range of responses from employees, some of them even positive. We have identified the Top 10 Employee Reactions and suggest effective ways of addressing each. Understanding these reactions and what to do if confronted by them can mean the difference between having the confidence to initiate an important conversation or sweeping it under the rug.
Join us for this session to walk through these reactions and gain practical tips and techniques to maintain control of the conversation and keep it moving in the best direction.
A collection of guides for making conversation with the purpose to build relationships: presenting yourself, managing information, making decisions, giving feedback, and others.
Dealing with difficult people is only as stressful as you allow it to be. By discovering what makes them difficult we start understanding how to deal with them
Most managers can easily identify an employee performance issue, but what is difficult is effectively communicating this information. From the employee's perspective when their manager does initiate a discussion it can come across as finger-pointing and disciplinary. Naturally this approach causes most people to react defensively, leading to a confrontational exchange and a strained relationship. It can seem easier to avoid these conversations altogether, particularly when the issue relates to difficult to quantify and discuss behavior based issues. This session will teach an intuitive process for crafting hearable sayable performance feedback talking points to drive the change you are seeking while avoiding the difficulties that usually accompany these exchanges.
Gain practical skills to confidently take on those seemingly awkward yet critical exchanges in a far less stressful way.
4. Objectives
By the end of this module you will be able :
List and describe the
Explain the nature of
different types of
complaints
complaints
List different Describe ways to
complainers and how resolve complaints
to communicate with using the LAST
them sequence
Explain the process for Describe ways to build
documenting customer loyalty
complaints and giving through effective
feedback complaint handling
8. Complaints are Opportunities
to…
Evaluate how well you
are doing
Identify weak points in
Create long-term your systems and
loyalty processes and put
them right
See situations from the
Improve customer
customer’s point of
satisfaction
view
11. Types of Complainers
They are full of useful
ideas for change
They don’t say
They openly They address their
anything; they
display their problem to the
simply don’t return
anger business in a calm
They pass on the
They can be rational manner
bad news to others
intimidating They allow an
They make up the
They want and organization to see
majority of
need to be and ‘repair’ problems
unhappy customers
noticed
or guests
12. LAST Approach to handling
complaints
Listen Attentively
L
Apologize & Empathize
A
Solve the issue on hand
S (Solution provided)
Thank the Guest
T
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
Take
ownership
Offer
Respond without
Stay positive personalised Follow up
quickly blaming
service
others or the
organisation
16. Managing Effective Communication
Clear
and calm
voice
Speak
normally
Managing
Effective
Communication
•Eye contact
•Calm facial expressions
Body
•Calm, friendly gestures
language
•Professional posture
•Concerned and interested
Involve
the guest
17. Behaviors to Avoid
• Confrontational • Forceful hand • Entering
situations gestures guest’s
personal space
• Defensive body • Raising your • Bad language
language voice
18. Solving complaints
Win - Win
our guests are happy and so is
the Management…..
19. Dealing with Specific Complaints
Product & Team
Environment Written
Service members
Do not get upset
If quality is below Find a solution Do not blame the
that the guest did
standard, then that is acceptable associate in front
not speak to you
rectify for our guest of the guest
directly
Talk to associate
If standard is If no
or concerning Investigate the
met, explain and solution, explain
manager in reasons
offer alternatives and apologize
private
Cooperate in
finding a solution