Complaint Handling

By –Nilesh Padhye
Complaint Handling
The Nine Stars Exercise
Objectives
By the end of this module you will be able :

List and describe the

Explain the nature of
different types of
complaints
complaints

List different Describe ways to

complainers and how resolve complaints
to communicate with using the LAST
them sequence

Explain the process for Describe ways to build

documenting customer loyalty
complaints and giving through effective
feedback complaint handling
Definition of Complaint
Why do Guests not return?

Personal
68%
Attitude

Merchandise 14%

Price 9%

Other Contacts 5%

Move away 3%

Die 1%
Welcoming Complaints

Complaint Improvement

Improved Satisfied
Business Customer
Complaints are Opportunities
to…
Evaluate how well you
are doing

Identify weak points in

Create long-term your systems and
loyalty processes and put
them right

See situations from the

Improve customer
customer’s point of
satisfaction
view
Activity

Common complaints that you face in your day to day work

Reasons for the complaint

Possible solutions
Different Types of Complainers
Types of Complainers

 They are full of useful

ideas for change
 They don’t say
 They openly  They address their
anything; they
display their problem to the
simply don’t return
anger business in a calm
 They pass on the
 They can be rational manner
bad news to others
intimidating  They allow an
 They make up the
 They want and organization to see
majority of
need to be and ‘repair’ problems
unhappy customers
noticed
or guests
LAST Approach to handling
complaints

Listen Attentively
L

Apologize & Empathize

A

Solve the issue on hand

S (Solution provided)

Thank the Guest

T
Activity

Act out in your previous groups any one of the

complaints that you mentioned – Using the
LAST Sequence of handling complaints
Taking responsibility
Dealing with complaints

Take
ownership
Offer
Respond without
Stay positive personalised Follow up
quickly blaming
service
others or the
organisation
Managing Effective Communication
Clear
and calm
voice

Speak
normally
Managing
Effective
Communication
•Eye contact
•Calm facial expressions
Body
•Calm, friendly gestures
language
•Professional posture
•Concerned and interested

Involve
the guest
Behaviors to Avoid
• Confrontational • Forceful hand • Entering
situations gestures guest’s
personal space

• Defensive body • Raising your • Bad language

language voice
Solving complaints

Win - Win
our guests are happy and so is
the Management….. 
Dealing with Specific Complaints

Product & Team

Environment Written
Service members

Do not get upset

If quality is below Find a solution Do not blame the
that the guest did
standard, then that is acceptable associate in front
not speak to you
rectify for our guest of the guest
directly

Talk to associate
If standard is If no
or concerning Investigate the
met, explain and solution, explain
manager in reasons
offer alternatives and apologize
private

Cooperate in
finding a solution
Efficient Work Practice

Immediate Identify the Document it

action cause

Follow up
Always Remember…

If we don’t take care of our

customers someone else will.
QUESTIONS?