Tuesday 2 May 2023 Prepared by Deepan Roy 1

Handling Guest Complaints

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Why do guest complaints• Expectations not met• Broken Promises• Customer Interrogation• Rudeness • Suspicious about the

organisation• Not paying attention to the

customer

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Types of guest complaints

• Mechanical• Attitudinal• Service related• Unusual

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Basic rules of handling customer complaints

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Acknowledge the complaint• Always LISTEN with EMPATHY• Not listening will not solve the

problem

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Attention and eye contact

• Pay attention towards the guest• Maintain Eye Contact

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Stay Calm And Have Patience

• Never argue • Never interrupt• Never get aggressive• Never fight

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Apologies

• Express your regret• Say ‘SORRY’• Don’t make excuses• Don’t Blame the Guest

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Offer solutions

• Offer Solutions to the problem• Don’t make fake promises

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Inform the guest

• Inform the guest on the required time span to solve the problem

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Act on the problem• Own the problem• Act on the solutions to fix the

problem• Monitor progress and keep

follow ups

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Ensure to check the guest satisfaction

• Re-check if the guest is satisfied with your solution or not.• If ‘YES’ Thank the guest• If ‘NO’ Repeat the process• Most importantly Keep