Complaint Handling: Keeping

Guests Happy

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

Break out: Moment of Truth..

What is a complaint?

an expression of
dissatisfaction by a
customer whether
justified or not

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

Did you Know?

A study
suggests that
95% of
customers
stop using a
hotels
service
because
somebody
from the
hotel staff
was rude to

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?

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.

Effects of complaints

5%
Tip of the

iceberg

45%
50%

100%

(Retention)

Loyalty

Effect of complaints
Zone of Affection

80%

Zone of Indifference

60%

40%

Zone of Defection

20%

0%

Extremely
Dissatisfied

Somewhat
Dissatisfied

Slightly
Dissatisfied

Satisfied

Very
Satisfied

Satisfaction

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.

Communication

Face to Face
Words
(7%)

How we
communicate

Voice
(38%)

Body
Language
(55%)

The most effective method of handling

complaints

Kill the reason of

complaint. Dont let
the complaint arise
in first place.

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.

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.

Handling customer complaints

overcome complaints
with

E.A.S.E

E.mpathise
A.ssess
S.olve
E.valuate

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

Being positive
Negative words or phrases

Positive words or phrases

I dont know

Ill find out

No

What I can do is...

Thats not my job

This is who can help you...

Youre right, its awful

I understand your frustration

Thats not my fault

Im sorry

You want it when?

Ill do my best

I suppose

I can

With all due respect

I will

What does your body language

indicate..
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

Continued
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 selfconfidence; insecurity

Tilted head

Interest

Stroking chin

Trying to make a
decision

Looking down, face turned away

Disbelief

Biting nails

Insecurity,
nervousness

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

Thanks For Watching

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