COMPLAINTS HANDLING Flashcards
[DEFINITION] To say to someone that something is wr___ or not sa___
wrong and satisfactory
Different terms for complaints: Reviews,fe__, constructive cri___, service failure
Feedbacks, Constructive criticism
The source of a complaint: Guest ex ___ -> What happened -> Service fa___ -> Complaint
expectation, failure
Customer complaints refer to when a business does not de___ on its com__ and does not meet customer expe__ in terms of the product or services.
deliver , commitment, expectations
For greater success, businesses need more sat___ clients.
satisfied
The best way to obtain new clients and maintain the existing ones is by providing them with sat___ se___
Satisfactory service
A customer complaint emphasized a problem that might be related to what?
To an organization’s product, employees or internal processes
Hearing these problems directly from customers, an organization can in___ and im____ to avoid additional complaints in the future.
investigate and improve
A negative hotel customer experience has the potential to affect a pr___ suc____ in a variety of ways
property’s success
It is important to take care of guest complaints because ( 3): po___ talk, positive customer exp____, might come back
positive, experience
A hotel guest with a complaint can leave a la___ ma___
lasting mark
Successful hoteliers and hospitality professionals understand how an unr_____ guest issue can affect a hotel’s per___ and they place significant value on handling guest complaints smoothly.
unresolved, performance
4 Types of complaints are:
Mechanical ,attitudinal, service related, unsual
What is a mechanical complaint?
Equipment problems
What is an attitudinal complaint?
Guest who feel poorly treated by the staff or overheard some staff conversation
What is a unusual complaint?
Hotels do not usually have much control over these complaints: weather-related, noise outside, no pool, lack of public transportation
How many types of complainers are existing?
7
Listing 7 types of complainers?
Silent, social, empathetic, assertive, aggressive, professional, compensatory
[SILENT COMPLAINER] They do not complain at _____ and will never return and will not tell anyone, they usually provides ne______ feedback through comment ca____
at the hotel, negative, cards
[SILENT COMPLAINER] Is there is a problem in the ro___, they will not tell you and the problem will keep on going until another guest will mention it
the room
[SILENT COMPLAINER] How to deal with those guests:
tricky
[SOCIAL COMPLAINER] these complainers will tell anyone who will li____ about the issue, but rarely complain to that ho__
listen, that hotel
[SOCIAL COMPLAINER] What will they use?
Social networks and media or online review
[SOCIAL COMPLAINER] How to deal with those guests:
1. Must be dealt c___y
2. Making an in____te comment is likely to result in further complaint
- carefully
- Inappropriate
[ASSERTIVE COMPLAINER] These guests are fi__ in their delivery of the complaint and have a preconceived id___ on how it should be answered
firm, idea
[ASSERTIVE COMPLAINER] They are unw___ to negotiate, can easily transform into a professional, compensatory or aggr___ complainer, if their demand is not met.
unwilling, aggressive
[ASSERTIVE COMPLAINER] How to deal with these guests: Be a____ve as well, start by clearly stating your stance and what you ca__ d__. If you can not satisfy their request offer al____ve and explain the reasons why.
assertive, can do, alternative
[AGGRESSIVE COMPLAINER] These are very da____ complainers because they become em_____y charged by the scenario leading to irrational behavior and aggressive (_____ and physically) to the staff
dangerous, emotionally, verbal
[AGGRESSIVE COMPLAINER] How to deal with these guests:
1. Stay c____, confident, firm and attentive
2. Explain your stance and offer imm__e remedy to the situation.
3. Do not he___e to let them know that agg____ve behavior is not tolerated toward staff
4. Direct the guest away from ___ area
- calm
- immediate
- Hesitate, Aggressive
- public
[ PROFESSIONAL COMPLAINER] These are very da____ but will not display physical or vo_____ aggression, they will be prepared for all arg____ or objection one may have. They are well inf_____ and have done re___ before coming to you
Dangerous, vocal, arguments, informed, research
[ PROFESSIONAL COMPLAINER] How to deal with these guests:
1. Very ha___ to handle as they will leave little room to manoeuver.
2.Most important things to do with these guests is to be h__ and factual
3. What happened, what will be done, address every cause for the c_____ in your response
4. Do not leave anything unr_______ to even mi___ elements
- hard
- honest
- complaint
- unresponsed, minor
[COMPENSATORY COMPLAINER] These guests are in it to “__” it. They complain to get something out of it: a r___d, a free future stay or an up____
“win”, refund, upgrade
[COMPENSATORY COMPLAINER] Will also show signs of other type of ______
complainers
[COMPENSATORY COMPLAINER] How to deal with these guests:
1. Di_____ to deal with as they may have a pre_____ idea of what they want as compensation
2. You will spend a lot of time trying to convince them to accept a different re___on
- Difficult , preconceive
- resolution
[COMPENSATORY COMPLAINER] This guest is more willing to negotiate than an ass____e complainer
assertive complainer
Service failure consequences:
1. Complains: ___% to ___% unsatisfied guest complains
2. Never ___
3. Bad mouth the organization
- 5%-10%
- return
HOW TO RESPOND TO IN-PERSON COMPLAINTS: how many step?
5
First step to respond to in-person complaints:
Stay calm and listen
The second step to respond to in-person complaints:
Identify the type of guest to whom you are speaking
The third step to respond to in-person complaints:
Find the real source of the complaint
The fourth step to respond to in-person complaints:
Find and offer a solution
The fifth step to respond to in-person complaints:
Follow up to confirm that the problem was resolved
[SERVICE RECOVERY] Is all about righting your ____
wrongs
[SERVICE RECOVERY] It’s the process of re_____ from a poor customer service experience and re___g customer loyalty
recovering, regaining
[SERVICE RECOVERY] The key is to re____ as fast as possible and rectify your errors when you spot them
react
[SERVICE RECOVERY] Successful service recovery should re___ the customer’s awareness.
restore
[THE SERVICE RECOVERY PARADOX] is when a customer thinks more h____ of your business once the pr___ has been rectified. And it is a situation that u can use to your advantage,
highly, problem
[THE SERVICE RECOVERY PARADOX] This theory means that even when a customer experiences service _____ if you recover the situation well enough, customers will be more l___ than they ever were before
failure ,loyal
[HOW TO HANDLE COMPLAINTS] 10 tips
1. Respond to all complaints as q___ as possible
2. Create a l____k to track guest complaints
3. Pre-tackle neg___
4. Explain why you chose the so__n that u did
5. Pr____e handling guest complaints with the hotel staff
6. Be pr____ed to overcome guest objections
7. Thank the guest
8. Strike a balance between the g___ and b___
9. Always follow up, even if vi____y
10. Never take guest complaints pe____y
- quickly
- logbook
- negativity
- solution
- practice
- prepared
- good and the bad
- virtually
- personally
How to inform a service failure: (4 ways)
- Person to person
- Comment cards
- Surveys/ questionnaires
- Online comments
[Comment cards]
1. Don’t fix the pr____ for this customer
2. Often out of s___
3. More steps less sub____
4. Not allowing for ano____
5. anonymous = can’t contact the guest
- problem
- sight
- submissions
- anonymous
