Handling Guest Complaint
Handling Guest Complaint
This is not the first time in this blog we write about effective guest complaint
handling techniques. In fact we have published 5 excellent guest complaint handling
training tutorial on this topic. Here are those:
4: Remaining Calm:
You may often find it difficult to remain calm to handle complaints but you have to
be that. Just think in a logical way. Why guest become frustrated? Is it because of
you? No. He is mad at the situation not at you. There is no personal clash. He is
paying for having good services and as he is not satisfied so he has the logical point to
complaint. It is your duty to react professionally. But yes, if guest becomes so
aggressive that security measures need to be taken then don’t hesitate.
5: Showing Sympathy:
Start with sympathetic words and expressions is the most advisable way to handle
any complaints. If you show sympathy then you will get a psychological advantage.
Guest will start feeling that you understand his feelings and you are very careful
about him. Some catchy words and phrases can easily turn the hot & aggressive
situation into cool and friendly.
6: Apology:
Often some hoteliers come to a solution that why should I apology to guest whereas I
have no fault? Don’t think in that way. Whoever does the mistake, apology first. This
does not mean that you agree on the complaint makes by the guest. It means that you
feel sorry only for the reason that guest is not satisfied with your service. After
apology you can easily defend yourself. In fact you should but at the beginning,
apology.
10: Be Honest:
Be honest within yourself. Never give any promise which you cannot maintain. Also,
do take follow up steps. Whenever a guest comes to you with any complaint then
responsibility puts on your shoulder. Even you are not engaged with the complaint
but you have to take regular follow up to finish the circle. Here circle means from
where the complaint has been started, finishes at that point.