Complaint Handling

1. Complaint Handling: Keeping
Guests Happy

2. In this meeting we will learn
 Importance of keeping guests
happy
 Reasons of guest complaints
 Impacts of guest complaints.
 Handling complaints
 Making opportunities from
complaints
 Positive Words and Phrases

3. Break out: Moment of Truth..

4. What is a complaint?
“an expression of
dissatisfaction by a customer
whether justified or not”

5. A happy guest...
 Returns the next time.
 Recommends the place
to his friends and
acquaintances.
 Avails other services of
hotel.
 Appreciates the hotel
staff and respects them
 And thus, the profits are
increased

6. Did you Know?
A study suggests
that 95% of
customers stop
using a hotel’s
service because
somebody from
the hotel staff was
rude to them!

7. Why do guests complain?
 Bad service
 Unsatisfactory service
 Delayed service
 Issues not being handled
seriously
 Rude and disinterested Staff
 Not getting the services
promised
 Anything extra you can think of?

8. Impacts of Guest Complaints
 Loosing the customer
 Loosing the opportunity to
serve the customer better
 Bad name for organization
 One unhappy customer
stops 35 people
approximately from his
friends and acquaintance
from using the service.

9. Effects of complaints
5%
45%
50%
Tip of the
iceberg

10. Zone of Affection
Zone of Defection
100%
80%
60%
40%
20%
0%
Loyalty
(Retention)
1
Extremely
Dissatisfied
2
Somewhat
Dissatisfied
3
Slightly
Dissatisfied
4
Satisfied
5
Very
Satisfied
Zone of Indifference
Effect of complaints
Satisfaction

11. Actively Seeking Customer Complaints
It is important to realize that organizations that are
totally customer-focused do not just respond
effectively to customer complaints; they actively
seek them out. A research indicates that for every
complaint expressed there are over 25
unregistered complaints. Many dissatisfied
customers just quietly take their business
elsewhere. Therefore, organizations that are truly
committed to delivering Superior Customer
Performance work hard at providing their
customers opportunities to complain.

12. Communication
Words
(7%)
Body
Language
(55%)
Voice
(38%)
Face to Face
How we
communicate

13. The most effective method of handling
complaints
Kill the reason of
complaint. Don’t
let the complaint
arise in first place.

14. Eight Steps to complaint resolution
 Provide customers with the opportunity to
complain.
 Give customers your full and undivided attention.
 Listen completely.
 Ask the key question: "what else?"
 Agree that a problem exists; never disagree or
argue.
 Apologize.
 Resolve the complaint. (Ask again: "what else?")
 Thank the customer for bringing the complaint to
your attention.

15. Special Cases
Do something extra that you
can as a gesture of apology
to make customer feel
special
If you cant give to customer what
he/she is asking for, rather than
refusing straightaway, give another
option.

16. Handling customer complaints
overcome complaints
with
E.A.S.E
E.mpathise
A.ssess
S.olve
E.valuate

17. Complaint is an opportunity..
Guest complaint is an
opportunity to go that
extra mile to resolve it,
and do something special
for the customer so that
he knows he is valued
and thus he comes back.

18. Being positive
Negative words or phrases Positive words or phrases
I don’t know
No
That’s not my job
You’re right, it’s awful
That’s not my fault
You want it when?
I suppose
With all due respect
I’ll find out
What I can do is...
This is who can help you...
I understand your frustration
I’m sorry
I’ll do my best
I can
I will

19. Brisk, erect walk Confidence
Standing with hands on hips Readiness, aggression
Sitting with legs crossed, foot kicking slightly Boredom
Sitting, legs apart Open, relaxed
Arms crossed on chest Defensiveness
Walking with hands in pockets, shoulders
hunched
Dejection
Hand to cheek Evaluation, thinking
Touching, slightly rubbing nose Rejection, doubt, lying
Rubbing the eye Doubt, disbelief
Hands clasped behind back
Anger, frustration,
apprehension
Locked ankles Apprehension
What does your body language
indicate..

20. Head resting in hand, eyes downcast Boredom
Rubbing hands Anticipation
Sitting with hands clasped behind head, legs
crossed
Confidence, superiority
Open palm Sincerity, openness, innocence
Pinching bridge of nose, eyes closed Negative evaluation
Tapping or drumming fingers Impatience
Stepping fingers Authoritative
Patting/fondling hair
Lack of self-confidence;
insecurity
Tilted head Interest
Stroking chin Trying to make a decision
Looking down, face turned away Disbelief
Biting nails Insecurity, nervousness
Pulling or tugging at ear Indecision
Continued…

21. Did we learn about….?
 Importance of keeping guests happy
 Reasons of guest complaints
 Impacts of guest complaints.
 Handling complaints
 Making opportunities from complaints
 Positive Words and body language