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Listen to the guest, verify if the complaint is valid , apologize and try to make the guest to feel he is right, even if he is not.. You can give an extra service if you are allowed or send him something good to eat from the restaurant. The guest musn't leave dissapointed from the hotel.
The guest is doing us a favor for choosing our services.
1. First of all, verify if the complaint is valid. Unfortunately, some customers or guests complain just for the sake of complaining.
2. If it is valid, offer the best possible solution you can give. But be realistic. Don't promise anything you cannot provide. This will just cause you another problem.
3. Be prompt in giving the solution. If you cannot give the solution in time, inform the guest honestly, stating your reason for the delay.
4. Show your eagerness to serve. Be sincere.
5. If you have delivered the solution, ask how you may be of further help to the guest.
first know the complain, apologize and resolve quickly.
if a guest or customer is complaining, first thing to do is politely appologies and then listen to the complain with care and find the problem and point of frustration of the guest or customer. Then provide best resolve to the full satisfaction of the guest of the customer. Because one happy customer can bring10 more customers and same for otherwise.
LAST
1- Listen
2-apologize
3-Solve
4-Thank
1. Listen good to the customer concerns
2. Give the customer the opportunity to explain the problem without interruption
3. Don't automatically take an employee side against the customer
4. Ask questions to clarify the problem and the causes
5. Find out how the customer wants the issue resolved
6. Find out what can be done from your company's side
7. Try to get5 and6 as close as possible
8. Inform the customer what you will do
9. Do it
10. Contact the customer to make sure he is satisfied.
Listen carefully to what the guest has to say, and let them finish
Ask questions in a caring and concerned manner
Put yourself in their shoes
Apologize without blaming
Ask the guest, What would be an acceptable solution to you
Solve the problem, or find someone who can solve it— quickly
The industry standard for handling guest complaints is the LEARN model of service recovery.
LISTEN
EMPATHIZE
APOLOGIZE
REACT
NOTIFY
LISTEN to the guest and let them finish and explain without interupting them.
EMPATHIZE with the guest to allow them to know that you understand how they feel... "After hearing your problem, I can understand why you are upset..." Mistakes can happen even in the most seemless types of operations. We are all equally human. No one person can claim to be more or less human than another. By humanizing the situation you can remove much of the negativity of the incident.
APOLOGIZE immediately for the incident in a sincere way continuing to show empathy for the situation. Sympathy is showing concern for something tragic that happened to another person in a more remote way. Empathy is showing understanding and concern for a bad situation because something similar has happened to you before and you can personally relate to the situation.
REACT to the situation proactively by taking ownership of the situation. When you apologize, never say "I'm sorry, but..." Offer solutions and not excuses.
NOITFY the guest of the result of your proactive actions and how you value their input for preventing the same problem happening again to someone else. This action brings closuer to the guest complaint process by addressing and rectifying the situation at hand.
Following these steps while excercising compassion and diplomacy can easily turn a negative experience into a positive one while helping reinforce customer loyalty at the same time.
