COMPLAINT HANDLING Complaints • What type of complaints would you deal with? • What do you believe your role is when dealing with complaints Goals When Handling Guest/Owner Complaints • Provide Customer Satisfaction • Restore Oaks Hotels and Resorts Image Lets look at the Numbers - 4% of unhappy customers complain (to us) - 96% do not (but will complain to others) - A typical dissatisfied customer will tell 8 -10 people about their problem. - A happy customer will only tell 3 – 4 people Taking Responsibility Every problem or complaint – you need to OWN, ACT and SOLVE Why Do Guests Become Difficult? 5 STEP MODEL Dealing with Complaints • • • • L – listen E – empathise A – apologise R – react • N – notify Listen For Understanding : • Do not interrupt - let them get it out • Actively listen - focus on what they say • Assess the severity of the complaint in the eyes of the customer • Important to remain calm – Do personally not take it Empathise – Acknowledge your understanding – When finished – I can understand that you are upset, I will follow up for you” – Tone of voice – show interest in their problem or concern – Use professional/positive language – Avoid disagreement or getting defensive – If going to take time – “Can you give me a contact number so that I can call you back as soon as possible” – Not wise to refer the person to another at this stage Apologise – An apology is the most important part of handling a complaint – “I am sorry to see that you are upset but I am glad you have come to talk to me about this situation” – If it was our responsibility – acknowledge this and apologise – You are not necessarily accepting personal blame for the problem React • TAKE NOTES • Check for understanding • Questions encourage the other person to provide factual information (open, closed, probing) • Do whatever you need to do to rectify the problem – take responsibility • Inform the customer what you will be doing • Focus on a solution • Devise a plan of action • Do not make promises that may not be kept – will only add to the problem Notify • • • • • Take ownership Follow up – higher authority Who do you need to let know about the problem? Who do you need to go to ‘fix’ the problem? Does an Incident report need to be completed? Benefits: • Fore-warning and explaining to manager • Allows time for guest/owner to calm down • Will ensure person does not feel neglected – when follow up occurs Angry Customers • Sometimes you need Time Out • Upset, want to cry, yell at the other person – allow time out for situation • • • • “Excuse me a moment while I check the policy on this” “I would like to get my supervisor’s opinion on this” “I need to verify some information on the file” “I need to discuss how to best solve this - I will only be a moment” Abusive Language and Swearing • Express your feelings: • “I find it upsetting when you swear at me, please stop” • Point out the negative consequence: • “When you yell at me I find it difficult to concentrate on a solution to your problem • Ask for a change: • “Please stop speaking to me like that” • Point out that the other person has a choice of behaviour: • “It is not necessary to swear at me to make your point” • Let the abuse run its course and then calmly get on with the problem: • “I would like to help you” • As a last resort let the person know that you will leave the situation if the abuse continues Guest Complaint Process • Complaint sent to Head Office Customer Service Specialist forwards complaint to Hotel Manager for comment / investigation Hotel Manager - write draft letter addressing issue and forward back to Customer Service Specialist for checking Once checked they will contact Hotel Manager who is required to send the letter to Guest. • Complaint letter sent directly to property Hotel Manager to respond to complaint and send draft response to Customer Service Specialist for checking prior to sending to Guest. • Customer Service Specialists role is to assist hotels – however it is Hotel Manager’s responsibility to investigate complaint with staff and write draft response • customerfeedback@theoaksgroup.com.au Guest Complaints Process to follow – CRO agent must deal with in first instance – May need advice / authority (Supervisor/coordinator) – Refer to Hotel Manager if unable to resolve complaint – Must respond within one business day (Phone call goes a long way to diffuse situation) – Serious complaints – Hotel Manager must discuss with Executive Hotel Manager/Revenue Manager (for resolution) or Chief Operating Officer – In all instances with complaints • • Investigate the complaint Respond to the guest Owner Complaints Process to follow Owner complaints are to directed to Head Office: 1. Head Office representative will respond firstly via phone/email 2. Will liaise with Hotel Manager to investigate complaint 3. Courtney will inform Chief Operating Officer and Owners Team In all instances with complaints – – – Assess the claim, Investigate the claim Respond to the owner Hotel Managers/Executive Managers – required to send a copy of correspondence to owners (keep copy of file) Key Points • What are the key issues? • Could the issue have been avoided? If so how? • How would you have handled this issue? • What are the relationship issues you need to keep in mind ie Guests / Owners / Regular Guests • What are some possible solutions?
