This document provides guidance on handling customer complaints effectively. It emphasizes the importance of actively listening to complaints, demonstrating understanding, and taking direct action in response. When handling a complaint, one should maintain a positive attitude, ask clarifying questions, work to solve the issue, and thank the customer. It is also important to prevent future complaints by always providing clear information, allowing customers to explain issues fully, and focusing on solutions rather than problems. The goal is to leave customers satisfied by addressing the complaint and its root causes.

1. 5 Minute Training
Handling Complaints

2. 5 Minute Training
A complaint is free advice.
Very often complaints are not properly utilised, that is an
opportunity missed with a lesson you could have learnt.
With a complaint you get a second chance, you can value that
a customers took time to give you their opinion about a
particular topic that is in need of your attention. You can make
improvements next time.
There is nothing more important than showing respect to the
opinions of a complaining customer. You can demonstrate this
respect by actively listening and then taking direct action as a
consequence of the complaint.
Handling Complaints

3. 5 Minute Training
Do:
• Maintain a positive attitude
• Listen carefully and demonstrate that you understand
• Speak clearly and intelligibly
• Ask questions to clarify, with humility
• Solve the complaint with the customer
• Stay truthful and professional
• Actively seek for possible internal dysfunction
• Question if guests seeks compensations
• Offer possible follow up and corrective measures
• Thank the customer for bringing their complaint to you
Handling Complaints

4. 5 Minute Training
The first and final moments of contact with the customer are
very important.
It is during these moments that an impression of De Refter is
formed in the mind of the customer.
Show understanding and demonstrate that you genuinely want
to help to solve the problem.
Handling Complaints

5. 5 Minute Training
Problem solving focus
When a customer complains or indicates to you that
something is not to their liking, it is important that you at
least do something for the customer. There are two ways.
After you have solved a problem, ask if the customer is
satisfied and if there is anything else you can do to be of
service. If you see the customer again later in your shift,
take the time to ask if the problem is solved and enquire as
to whether the customer is satisfied. Here you are
demonstrating that you sincerely care about the welfare of
your customer and that you value the quality of the
customer’s experience.
If you can’t solve the problem yourself or the complaint is
of an insolvable nature always offer an alternative solution.
Handling complaints

6. 5 Minute Training
Prevention is better than cure
Prevention of complaints is of course far more desirable.
How can you limit and prevent complaints?
• Always be clear and use the best information you have
• Allow your customers to explain their complaint fully. Be
considerate to their concerns
• Listen carefully to their story and be careful not to make
early judgements
• Don’t talk about the problem, focus on finding a solution
• Empathise with the guest so that you understand their
desires better and can respond to them
Handling complaints

7. 5 Minute Training
Step 1 – Situation: What is happening?
A complaint is free advice.
•What steps will you take after a complaint?
•What are we complaining about? Does the customer go home satisfied?
•To what extent do we take the customer’s advice? Do we take steps to
prevent the reoccurrence of this particular complaint, or do we move on?
Handling complaints

8. 5 Minute Training
Step 2 -Team: How do you work?
The ultimate goal is the satisfied customer, who remembers the positive
action that you have taken and forgets the complaint.
•Where can we improve our handling of complaints?
•Where do you see most complaints coming from?
•Do you have ideas on how to prevent complaints from being made?
Handling complaints

9. 5 Minute Training
Step 3 – Action: What are we doing today with regard to dealing with
complaints?
The best and most appropriate/practical solutions are integrated into our
working methods. As a team come up with three actions that you all can
take to best prevent complaints arising.
Handling complaints

10. 5 Minute Training
Step 4 - Result: How can we ensure continuity of our standards and learn
from our experiences?
How can we ensure that our new working methods are made permanent?
You and your team can come up with solutions as you discuss the results of
the training session.
Share experiences regarding the successful resolution of a complaint. If the
same situation arises again everyone will know exactly what to do.
Handling complaints