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Listen to customer, let her talk, just make sure you show that you are listening for what shes getting angry about. Ensure that you will do your best to solve the problem. Take action, make sure you exceeded her expectations.
The first and most important step is to agree with the customer complains. In other words absorb the anger by accepting his argument.
Then, being in the same side as of the customer, try to understand the concerns of the customer.
Step up to satisfy the customer if he has a legitimate complain, or freindly explain the policy of the company and find a way around to satisfy him/her within this policy.
Attending promptly to a Customers query and solving the same in the best possible way in the shortest lead time is the best possible way to win an angry customers heart.
listen to her/his problem and ask what they wants. give a cold juice for the comfort.
you should be good listener to him
let him tell his story what he like to complain and make him calm down which some compensation like adding any kind of extra services which is normally hoteliers do
1. Listen carefully and patiently with sincere smile on your face and make him/her realize s/he is very important (As if you are receiving feedback to improve your quality).
2. Don't forget to appreciate his/her view/complain.
3. Do not use short words while explaining (Why/No/How/No Way).
4. Never separate yourself from the company/Service and its policies.(Don't show individualism).
1.listen to their words, rationale, and situation2. ask a deeper question to understand intent3. design a solution that bridges the gap4. Take accountability for making a next step happen5. thank the customer after fixing 'it'
Listen, show that you as hotel representative would like to help to find the problem solution.
Make him to relax, water, - give good service.
by listening to his/her comments and calm him/her down by begging and given him/her words of assurance of finding the lasting solution to his/her problem.
1 Listen without interrupting
2 Show empathy and willingness to help
3 Discuss a solution with customer and agree on way forward
4 Resolve the issue
5 Always keep the customer informed.
You must first learn to be patience as well as learning not to get angry easily, after the customer might have pour out his/her mind, try and plead by saying; we are sorry Ma/Sir, then assure him/her you are gonna do something about his/her complain
