Handling guest complaints

PURPOSE / POLICY: 

a. All employees should have ability to handle guest complaints and treat the guest to exceed their expectation.

b. Understand that complaint is the opportunity to be revising our service standard for the future business.

c. Be positive thinking, and always offering help to the guest and solving problems.

PROCEDURE:
Eight step formula. We must become so comfortable with the idea that a complaint is a gift that there is no hesitation in our responses. 

How can we do this?

1. Say “thank you.” Consider the complaint valuable information and say thanks.

2.  Explain why you appreciate the complaint. Say something about how hearing the complaint will allow you to better address the problem.

3.  Apologize for the mistake. It is important to apologize to customers. But it should not be the first step. You create a more powerful rapport with customers by saying “thank you” then apologizing.

4.  Promise to do something about the problem immediately. Then do something to fix the situation.

5. Ask for necessary information. Ask what it will take to meet their needs or to satisfy them.

6. Correct the mistake promptly. Rapid responses say you are serious about service recovery.

7. Check customer satisfaction. Call your customers back to find out if they are satisfied with what you did for them.

8. Prevent future mistakes. Make the complaint known throughout the organization (send a copy to the General Manager and your Department Head) so this kind of problem can be prevented in the future.