Complaint Handling.ppt
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This document provides guidelines for effectively handling customer complaints. It advises listening actively to understand the customer's perspective. Key details should be gathered through questioning. Once the issue is clear, apologize specifically for the problem. Act promptly to address the complaint and offer alternatives tailored to the customer's needs. Thank the customer for bringing the complaint to your attention in order to improve service. Role-playing exercises demonstrate proper and improper complaint handling.
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- 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.
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- 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
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- 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.