HANDLING CUSTOMER COMPLAINT

HANDLING CUSTOMER COMPLAINT

       To achieve the swift resolution of complaints and minimize future complaints.

1.   Listen to the complaint with genuine concern.  To show him that you are concerned

2.    Apologize sincerely.    To show him that you are willing to help him

3.    Offer alternatives to solve the problem.     Try and resolve the problem

4.   Ensure that both parties come to an agreement that is carried out quickly and correctly

5.   End with another apology.    To show him that we care

6.   Inform your Team leader or Supervisor of the complaint and the steps taken to rectify the problem.     To ensure that your manager is aware of the problem

7.   Never argue with a guests  To ensure that you do not make the problem bigger  

8. If a guest become loud take him aside to a private area   To ensure that other guest do not hear him

9.  If you cannot handle the guest get your manager  To ensure that he is handle correctly

10. Follow up with the guest

11. Be careful of facial expression when talking to the guest  To ensure that you don’t give the wrong impression

12. Never tell the guest that he is wrong

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Communication Part #2# Verbal Skills

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