Complaint Handling

2. Objectives
At the end of the program you will :
Understand what a Complaint is.
 Understand why people complain.
Learn to take actions to reduce
complaints
learn the practical technique of handling
complaints effectively.

3. And the feelings experienced
are…
• Anger
• Frustration
• Feeling Upset
• Feeling Cheated
• Disappointment
• Sadness
• Dissatisfaction
• Feeling a lack of
trust
• Feeling let down

4. So what’s a
COMPLAINT?

5. An act expressing dissatisfaction,
statement of grievance.
It is a gift.
An invitation to transform dissatisfaction to
delight. It represents an opportunity to
improve.
Complaint (comepláynt)
Complaint

7. Complaints – Genesis
Guest Expectation
Product / Quality Service Delivery Time
Service

8. So what are ‘needs’ and
‘expectations’?
• Needs are physical or psychological
states that a person must meet to feel
healthy and content.
• Wants and expectations represent
feelings, behaviors, or actions that
cause a person to do something
enjoyable or satisfying in order to meet
a need.

9. A guest needs ...
• a place to stay
• A place to sleep
• A place to park a car
• To eat
• To feel safe
But might expect or
want …
• A room with a
special view
• A King or queen
sized bed
• Valet service
• A dinner prepared in
a special way
• A smoke alarm in
the guestroom

10. A guest needs ...
• To feel respected
• To socialise
But might expect or
want…
• To be called by
name or appropriate
title
• A lounge or a disco

11. The Mathematics of a Complaint
Service Delivery
Guest Expectation
minus
+ve
zero
Guest
Satisfaction
-ve
Guest
Dissatisfaction

12. Service
Hospitality
or

14. A discovery...
A survey shows 97 out of 100 customers
who have experienced poor service from
an organization do not complain…...
…..they just change the supplier.
Sometimes they don’t give you a
97%
03%

15. Why people don’t
complain?

16. The Reasons…..
I don’t suppose
anyone will listen to
me
Whenever I
complain, I’m treated
with suspicion and
doubt
I have tried complaining
but nothing has happened
I don’t know who to
complain to
They are rude to me
when I make a
complaint
Complaining is more
trouble than finding a
new supplier

17. Guests MUST feel that their
Complaints are very
WELCOME
Guests must feel comfortable
complaining with any
Team Member
YOU
How to Encourage a Guest to
Express Complaints

18. Can we avoid complaints?
The answer is NO!
But we can definitely
reduce them...

19. Why do we need to
empathize with the guest?
• Meeting and exceeding expectations is a
critical part of guest satisfaction
• If we do not know what the guest
expects, then how will we know how to
satisfy those expectations?

20. “Business Goes
Where It Chooses To
and Stays Where It Is
Well Treated.”

21. What happens when...
• Guests leave the hotel after an
unpleasant experience?
• Guests leave the hotel after a
pleasant experience?
• Complaints are not handled
well?
• Complaints are handled well?
They Talk About It…….

22. Which is the best type of publicity in the World?
Television & Film
Specialist
Magazines
Radio Ads Word of Mouth
Which is the best ? Which is the worst ?
Which is the most expensive? Which is the
cheapest?
Newspapers
Word Of
Mouth

23. LET’S TAKE A LOOK AT HUMAN NATURE…………..
WHEN WE HAVE
SOMETHING GOOD TO
TALK ABOUT -
DO WE?
YET WHEN WE HAVE
SOMETHING BAD
WE LIKE TO TELL
EVERYONE…...
DISSATISFACTION
IS A MORE POPULAR
SUBJECT

24. Effect of word of mouth
publicity
Negative
Positive
•Another survey has
revealed that for
each situation that is
a good experience it
is shared with 03
others while a bad
experience is shared
with at least 10
others..

25. Transactional Analysis
• Parent
Controlling
Nurturing
• Adult
• Child
Submissive
Defiant
• Parent
Controlling
Nurturing
• Adult
• Child
Submissive
Defiant

26. Some simple guidelines to follow...
• Listen Actively
• Stay Calm
• Apologize
• Empathize
• Ask questions & take notes
• Offer Solutions
• Act on the problem
• Monitor Progress & Follow up

29. Let’s do it …

30. Thank You