Complaints

Teaching English in Thailand for more than 15 years

Mr. Bill

Phone: 086 – 050 – 0379E-mail: [email protected]

ComplaintsComplaints are gifts from guests

The complaint, like a gift, is a surprise that you do not expect.

The guest does not charge money for the complaint – it is free.

The guest tells about something that is wrong.

Often, the guest will tell what they think you should do to fix it.

ComplaintsComplaints are gifts from guests

Unhappy guests often do not complain but they never come back to the hotel.If you get a complaint, about 25 other guests have had the same problem but say nothing.An unhappy guest will tell approx. 10 people about the problem.

ComplaintsComplaints are gifts from guests

Unhappy guests often do not complain but they never come back to the hotel.If you get a complaint, about 25 other guests have had the same problem but say nothing.An unhappy guest will tell approx. 10 people about the problem.

A complaint lets you know that there is a problem.If you can make the guest happy, they will enjoy coming back. they will enjoy telling people about how good and caring you are.

ComplaintsComplaints are gifts from guests

A complaint lets you know that there is a problem.If you can make the guest happy, they will enjoy coming back. they will enjoy telling people about how good and caring you are.

Your attitude can solve problems.If you do not look forward to discussing a complaint, it will go badly.

If you think of the complaint as a gift, you will have a better attitude.

If you have a good attitude, the complaint will get solved and you and the guest will be very happy.

ComplaintsNeeds of the Guest

When guests complain they want the cause of the complaint to be fixed.The complaining guest is a person and has personal needs that need fixing too.

ComplaintsNeeds of the Guest

When guests complain they want the cause of the complaint to be fixed.The complaining guest is a person and has personal needs that need fixing too.

Example: Complaint: The TV remote control does not work.Real problem: I do not understand the technology, please help me.

Complaint: The last time I stayed here, the reception people did not help me.Real problem: Am I important to you? Do you want me to keep staying here?

ComplaintsNeeds of the Guest

When guests complain they want the cause of the complaint to be fixed.The complaining guest is a person and has personal needs that need fixing too.

To fix a complaint you have to do 2 things.1. You have to fix the problem quickly and with an apology.2. You have to make the guest feel important – You must listen to the guest You must understand the guest You must show respect to the guest

Complaints Resolving the Complaint

1. Provide guests with the opportunity to complain.

2. Give guests your full and undivided attention.

3. Listen carefully.

4. Ask key questions to fully understand the complaint

5. Agree that a problem exists; never argue.

6. Apologize for the problem.

7. Resolve the complaint.

8. Thank the guest for bringing the complaint to your attention.

Complaints

1. Provide customers with the opportunity to complain.

Remember – complaints are gifts.

do you really want many ex – guests saying bad things about your hotel?

There should be complaint forms in the rooms

at the front desk

in the restaurant

Resolving the Complaint

ComplaintsResolving the Complaint

2. Give the guest your full and undivided attention.

There are 2 reasons for this:

1. You have to understand the complaint, to resolve it so listen carefully

2. At this minute the most important person on planet Earth is the guest who is talking to you.

If the front desk goes on fire and starts burning, you will not notice.

ComplaintsResolving the Complaint

3. Listen carefully.

The same as point #2 but the guest must know that you are listening

carefully.

Make eye contact.

Nod your head.

Do not interrupt but make supportive noises – Uh huh, yes.

You must look like you care.

ComplaintsResolving the Complaint

4. Ask key questions to fully understand the complaint.

You MUST understand the problem.

Ask questions to make sure you understand.

Repeat what the guest says to make sure you do not misunderstand.

When you speak, use the guest’s name – remember: the guest is the most important person on planet Earth.

When you speak, use ‘I’. ‘We’ represents a big (uncaring?) hotel. ‘I’ is a helpful, caring person.

ComplaintsResolving the Complaint

5. Agree that a problem exists; never argue.

You can never win an argument with a guest.

You do not want to win an argument with a guest.

You want to make the guest happy.

Show ‘empathy’, “I understand how you feel.”

ComplaintsResolving the Complaint

6. Apologize for the problem.

Remember, use ‘I’.

“I am very sorry for the problem you have had.”

‘I’ is a helpful caring person who believes that it is most important

that the guest is treated properly and respectfully.

ComplaintsResolving the Complaint

7. Resolve the complaint.

This can be the most difficult part of the situation.

Many times an apology and a promise that the problem will never

return, will be enough.

Some times it is a good idea to ask the guest if your solution is good

enough.

If the guest wants more than you can give, tell them that you have to

talk to your supervisor.

If you do that, make sure the guest knows exactly when you will get

back in contact.

ComplaintsResolving the Complaint

8. Thank the guest for bringing the complaint to your attention.

The complaint is a gift and must be appreciated.

ComplaintsGuests who Complain

The Loud Aggressive Guest

This guest is angry.

Let him be angry – do not interrupt.When you get a chance, ask questions that show you care and want to help.Keep calm and speak calmly.NEVER get angry with the guest.

ComplaintsGuests who Complain

The Hi So Guest

This guest is rich, wants the best and is happy to pay for it.

You must be very respectful.

Do not offer excuses for the problem.

Listen respectfully and ask questions to make sure you understand the problem.

Politely offer suggestions to solve the problem.

Even better, ask the guest, ‘what do you think would be fair?’

ComplaintsGuests who Complain

The Meek Guest

This guest is quiet and does not like to complain.

If this guest complains, there is a problem.

Listen very carefully and do you best to make the guest happy.

ComplaintsGuests who Complain

The Chronic Complaining Guest

This guest is only happy when there is a problem.

Listen very carefully and ask a lot of questions.

Take a long time to talk to the chronic complaining guest.

Take even more time to apologise for the problem.

Sincerely promise that the problem will never happen again.

ComplaintsGuests who Complain

The Rip-off Guest

This guest is always busy trying to find a problem.

When he finds one he wants compensation and a lot of it.

Ask a lot of questions to find out what the problem really is.

Make sure you know the hotel policy on compensation.

If you are not sure, pass the complaint on to your supervisor.

If the internet goes down for 5 minutes, you should not get a free room for the night.

ComplaintsConclusion

The guest wants a problem fixed and he wants respect.

Always show respect.

Try to solve the problem as quickly as possible.

Try to do more than the guest expected – after the problem has been solved, send an e-mail to ask if the guest is happy.

“Is everything satisfactory?”