complaint_handlling_400.ppt
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This document discusses the importance of effectively handling guest complaints to keep guests satisfied and ensure repeat business. It notes that complaints are often the result of poor service, unmet expectations, or rude staff. If complaints are not addressed properly, a hotel can lose customers and future business from their social networks. However, complaints also present an opportunity to resolve issues and improve service. The document provides tips for actively seeking feedback, listening to understand the root cause, apologizing, finding a resolution, and thanking the customer. Using positive language and body language can further defuse tensions and turn an unhappy customer into a satisfied one.
complaint_handlling_400.ppt
- 1. Complaint Handling: Keeping Guests Happy
- 2. In this meeting we will learn Importance of keeping guests happy Reasons of guest complaints Impacts of guest complaints. Handling complaints Making opportunities from complaints Positive Words and Phrases
- 3. Break out: Moment of Truth..
- 4. What is a complaint? “an expression of dissatisfaction by a customer whether justified or not”
- 5. A happy guest... Returns the next time. Recommends the place to his friends and acquaintances. Avails other services of hotel. Appreciates the hotel staff and respects them And thus, the profits are increased
- 6. Did you Know? A study suggests that 95% of customers stop using a hotel’s service because somebody from the hotel staff was rude to them!
- 7. Why do guests complain? Bad service Unsatisfactory service Delayed service Issues not being handled seriously Rude and disinterested Staff Not getting the services promised Anything extra you can think of?
- 8. Impacts of Guest Complaints Loosing the customer Loosing the opportunity to serve the customer better Bad name for organization One unhappy customer stops 35 people approximately from his friends and acquaintance from using the service.
- 9. Effects of complaints 5% 45% 50% Tip of the iceberg
- 10. Zone of Affection Zone of Defection 100% 80% 60% 40% 20% 0% Loyalty (Retention) 1 Extremely Dissatisfied 2 Somewhat Dissatisfied 3 Slightly Dissatisfied 4 Satisfied 5 Very Satisfied Zone of Indifference Effect of complaints Satisfaction
- 11. Actively Seeking Customer Complaints It is important to realize that organizations that are totally customer-focused do not just respond effectively to customer complaints; they actively seek them out. A research indicates that for every complaint expressed there are over 25 unregistered complaints. Many dissatisfied customers just quietly take their business elsewhere. Therefore, organizations that are truly committed to delivering Superior Customer Performance work hard at providing their customers opportunities to complain.
- 12. Communication Words (7%) Body Language (55%) Voice (38%) Face to Face How we communicate
- 13. The most effective method of handling complaints Kill the reason of complaint. Don’t let the complaint arise in first place.
- 14. Eight Steps to complaint resolution Provide customers with the opportunity to complain. Give customers your full and undivided attention. Listen completely. Ask the key question: "what else?" Agree that a problem exists; never disagree or argue. Apologize. Resolve the complaint. (Ask again: "what else?") Thank the customer for bringing the complaint to your attention.
- 15. Special Cases Do something extra that you can as a gesture of apology to make customer feel special If you cant give to customer what he/she is asking for, rather than refusing straightaway, give another option.
- 16. Handling customer complaints overcome complaints with E.A.S.E E.mpathise A.ssess S.olve E.valuate
- 17. Complaint is an opportunity.. Guest complaint is an opportunity to go that extra mile to resolve it, and do something special for the customer so that he knows he is valued and thus he comes back.
- 18. Being positive Negative words or phrases Positive words or phrases I don’t know No That’s not my job You’re right, it’s awful That’s not my fault You want it when? I suppose With all due respect I’ll find out What I can do is... This is who can help you... I understand your frustration I’m sorry I’ll do my best I can I will
- 19. Brisk, erect walk Confidence Standing with hands on hips Readiness, aggression Sitting with legs crossed, foot kicking slightly Boredom Sitting, legs apart Open, relaxed Arms crossed on chest Defensiveness Walking with hands in pockets, shoulders hunched Dejection Hand to cheek Evaluation, thinking Touching, slightly rubbing nose Rejection, doubt, lying Rubbing the eye Doubt, disbelief Hands clasped behind back Anger, frustration, apprehension Locked ankles Apprehension What does your body language indicate..
- 20. Head resting in hand, eyes downcast Boredom Rubbing hands Anticipation Sitting with hands clasped behind head, legs crossed Confidence, superiority Open palm Sincerity, openness, innocence Pinching bridge of nose, eyes closed Negative evaluation Tapping or drumming fingers Impatience Stepping fingers Authoritative Patting/fondling hair Lack of self-confidence; insecurity Tilted head Interest Stroking chin Trying to make a decision Looking down, face turned away Disbelief Biting nails Insecurity, nervousness Pulling or tugging at ear Indecision Continued…
- 21. Did we learn about….? Importance of keeping guests happy Reasons of guest complaints Impacts of guest complaints. Handling complaints Making opportunities from complaints Positive Words and body language