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Guest Experience > COMPLAINTS HANDLING > Flashcards

COMPLAINTS HANDLING Flashcards

1
Q

[DEFINITION] To say to someone that something is wr___ or not sa___

A

wrong and satisfactory

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2
Q

Different terms for complaints: Reviews,fe__, constructive cri___, service failure

A

Feedbacks, Constructive criticism

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3
Q

The source of a complaint: Guest ex ___ -> What happened -> Service fa___ -> Complaint

A

expectation, failure

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4
Q

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.

A

deliver , commitment, expectations

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5
Q

For greater success, businesses need more sat___ clients.

A

satisfied

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6
Q

The best way to obtain new clients and maintain the existing ones is by providing them with sat___ se___

A

Satisfactory service

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7
Q

A customer complaint emphasized a problem that might be related to what?

A

To an organization’s product, employees or internal processes

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8
Q

Hearing these problems directly from customers, an organization can in___ and im____ to avoid additional complaints in the future.

A

investigate and improve

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9
Q

A negative hotel customer experience has the potential to affect a pr___ suc____ in a variety of ways

A

property’s success

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10
Q

It is important to take care of guest complaints because ( 3): po___ talk, positive customer exp____, might come back

A

positive, experience

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11
Q

A hotel guest with a complaint can leave a la___ ma___

A

lasting mark

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12
Q

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.

A

unresolved, performance

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13
Q

4 Types of complaints are:

A

Mechanical ,attitudinal, service related, unsual

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14
Q

What is a mechanical complaint?

A

Equipment problems

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15
Q

What is an attitudinal complaint?

A

Guest who feel poorly treated by the staff or overheard some staff conversation

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16
Q

What is a unusual complaint?

A

Hotels do not usually have much control over these complaints: weather-related, noise outside, no pool, lack of public transportation

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17
Q

How many types of complainers are existing?

A

7

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18
Q

Listing 7 types of complainers?

A

Silent, social, empathetic, assertive, aggressive, professional, compensatory

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19
Q

[SILENT COMPLAINER] They do not complain at _____ and will never return and will not tell anyone, they usually provides ne______ feedback through comment ca____

A

at the hotel, negative, cards

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20
Q

[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

A

the room

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21
Q

[SILENT COMPLAINER] How to deal with those guests:

A

tricky

22
Q

[SOCIAL COMPLAINER] these complainers will tell anyone who will li____ about the issue, but rarely complain to that ho__

A

listen, that hotel

23
Q

[SOCIAL COMPLAINER] What will they use?

A

Social networks and media or online review

24
Q

[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

A
  1. carefully
  2. Inappropriate
25
Q

[ASSERTIVE COMPLAINER] These guests are fi__ in their delivery of the complaint and have a preconceived id___ on how it should be answered

A

firm, idea

26
Q

[ASSERTIVE COMPLAINER] They are unw___ to negotiate, can easily transform into a professional, compensatory or aggr___ complainer, if their demand is not met.

A

unwilling, aggressive

27
Q

[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.

A

assertive, can do, alternative

28
Q

[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

A

dangerous, emotionally, verbal

29
Q

[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

A
  1. calm
  2. immediate
  3. Hesitate, Aggressive
  4. public
30
Q

[ 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

A

Dangerous, vocal, arguments, informed, research

31
Q

[ 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

A
  1. hard
  2. honest
  3. complaint
  4. unresponsed, minor
32
Q

[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____

A

“win”, refund, upgrade

33
Q

[COMPENSATORY COMPLAINER] Will also show signs of other type of ______

A

complainers

34
Q

[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

A
  1. Difficult , preconceive
  2. resolution
35
Q

[COMPENSATORY COMPLAINER] This guest is more willing to negotiate than an ass____e complainer

A

assertive complainer

36
Q

Service failure consequences:
1. Complains: ___% to ___% unsatisfied guest complains
2. Never ___
3. Bad mouth the organization

A
  1. 5%-10%
  2. return
37
Q

HOW TO RESPOND TO IN-PERSON COMPLAINTS: how many step?

A

5

38
Q

First step to respond to in-person complaints:

A

Stay calm and listen

39
Q

The second step to respond to in-person complaints:

A

Identify the type of guest to whom you are speaking

40
Q

The third step to respond to in-person complaints:

A

Find the real source of the complaint

41
Q

The fourth step to respond to in-person complaints:

A

Find and offer a solution

42
Q

The fifth step to respond to in-person complaints:

A

Follow up to confirm that the problem was resolved

43
Q

[SERVICE RECOVERY] Is all about righting your ____

A

wrongs

44
Q

[SERVICE RECOVERY] It’s the process of re_____ from a poor customer service experience and re___g customer loyalty

A

recovering, regaining

45
Q

[SERVICE RECOVERY] The key is to re____ as fast as possible and rectify your errors when you spot them

A

react

46
Q

[SERVICE RECOVERY] Successful service recovery should re___ the customer’s awareness.

A

restore

47
Q

[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,

A

highly, problem

48
Q

[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

A

failure ,loyal

49
Q

[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

A
  1. quickly
  2. logbook
  3. negativity
  4. solution
  5. practice
  6. prepared
  7. good and the bad
  8. virtually
  9. personally
50
Q

How to inform a service failure: (4 ways)

A
  1. Person to person
  2. Comment cards
  3. Surveys/ questionnaires
  4. Online comments
51
Q

[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

A
  1. problem
  2. sight
  3. submissions
  4. anonymous

Guest Experience (11 decks)

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