General philosophy on complains handling

General philosophy on complains handling 

If we never lost a client , we would never have to advertise for one.A dissatisfied client is in fact operating a negative selling pitchComplains show us both the good and the bad points of the company. We must use these complaints to have a better understanding of our “ shortcomings “ and correct them.Handling a complaint correctly is a question of attitude .the worst thing that can happen is that the person handling the client’s complaint adopts an arrogant manner

What other experts say about handling complaints

·      Listen carefully

·      Do not ignore the guest or assume, in advance , that you know what he / she is going to say.

·      Express interest in what the guest is saying. Use empathy: EX. “ I can see why you are upset. let me get the record of your account to detect why this occurred “Or “ it sounds like you feel were not treated fairly “

·      Do not blame the guest or anyone working in the hotel

·      Repeat the important points to show you understand what the guest is saying and to give him the opportunity to correct any misconceptions you where you might have about what was said.

·      Obtain information relevant to the complaint. If you must leave the guest, explain where you are going and why

·      Come up with a solution and show the customer how you will proceed about it.

Communications Skills

 Job Description