How to handle complaint

Training Objective

At the end of the training, you will be able to:


Explain the common causes for guest complaints.

List the 4 types of improper attitude towards handling guest
complaints.
4
Analyze the guest common mentality when complaining.

Demonstrate the proper steps of handling guest complaints

Commitment

Love it Leave it
Change it
Why Guests Complain?

When guests subjectively think that they suffer the troubles
caused by staffs misconduct on their job.




Subjective Reasons:


1 Not respecting guest

2 Not responsible for the job


Objective Reasons:


How Do You Look On the Guest Complaints?

Negative Attitude:


Positive Attitude:


Complaints Are Opportunities!

4 types of improper attitude towards
handling guest complaints

Suppress Guest

Take Guest Complaints Personally


Blame Others

Blame or Even Argue With Guests


Common Mentality When Complaining



Giving vent to anger

Wanting respect

Asking for compensation
Coping With Angry Guest

Facing up the angry guest, your response:


A Submissive

B Angry in return

C Stay calm and rational


Coping With Angry Guest


Ask the guest to talk slower if he or she is yelling. A fast rate of
speech is often accompanied by a louder voice. When yelling guest
slow down their speech, their voice leave also go down. Repeat this
request as many times as necessary.




Add that you intend to help-say: Please speak more slowly. I can
help you better if I fully understand the situation.



Recognize that a problem does exist. Restate the guests view of
what the problem is.


Coping With Angry Guest


Show concern for the guests feelings


Say: I can understand why that would upset you.
Im sorry you feel that way.



Coping With Angry Guest


Ask what the guest would like you to solve problem


You will shift the guests focus from anger to problem
solving and youll discover ways to negotiate a solution.



You can say: What can we do to make you feel
comfortable?


Coping With Angry Guest


Also: Provide alternatives if the request cannot be met.


You should immediately refer to your superior if any
decision-making is beyond your authority.


Never make a haste decision
or promise to guest on the things
that you are not certain.




The Steps for Handling Guest Complaints


Listen attentively and show your concern.


Stay calm and rational. Never argue with the guest. Never try
to explain yourself.


Apologize to the guest for what happened.


Address the real problem and show empathy.


Take notes whenver necessary


The Steps for Handling Guest Complaints


Inform guest what you are going to do and when you will do
it OR offer an alternative.


Take immediate action. Refer to your superior right away
whenever necessary.


Follow-up to make sure problem is solved.


Ask guest to make sure that he/she is satisfied with the
result.


The Process
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Emotion
The Golden Rules
1. Active listening
2. Compassion
3. Offer solutions
4. Wait for decision
5. Information
6. Apology
7. Emphasize similarities
8. Thanks

ROLE PLAY


With your partner,
please
discuss and then
practice
your role-play in front
of the
video camera
You have ten (10)
minutes!
Donts!!!
4. Never try to prove that your guest is wrong
1. Do not argue and do not try to justify yourself or use
excuses
3. Policies and procedures do not interest our guests
2. Do not blame others take responsibility for the solution
Dos!!!
1. If you are not able to solve the problem, immediately
contact your supervisor and explain the situation
2. Be honest
3. Show compassion for the problem at hand
4. Keep your guest informed
ANY QUESTIONS

Always remember when you apply these rules:
Do not take the complaint personally . . .
. . . the guest is angry with the
SITUATION not with YOU!!!