Handling Guest Complaints

A problem solved on time will definitely bring the guest back

Make it easy for the guest to express his concerns

There can be 4 types of complaints

Mechanical

Attitudinal

Service related

unusual

The basic rules

Not listening will not solve the problem

Always!

Listen with empathy

Give your undivided attention

Lack of attention will anger the

Guest even more

Maintain eye contact

Stay calm !

Never…Get aggressive

or flusteredor pick up a fight with the

Guest

Apologize

Express Regret

Offer solutions

Never make a promise which you don’t have authority to keep

Inform the guesthow much time

it may take to resolve the problem

Try to resolve the problem immediately…

Act on the problem

Monitor progress

of the situation

Follow upAnd

check to ensure whether the guest

is satisfied with the solution

Remember !......!.....!

Some guest are never satisfied, don’t let them effect you

If problem cannot be solved ,admit it

If the guest is very angry don’t try to resolve the problem alone