1.6 KiB
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| Complaint Handling |
Negotiating Tight Corners
In case of a complaint, whether it is over the phone or in the restaurant, the situatation should be handle very carefully.
Follow the Three Basic Steps when a complaint occurs:
- Listen
- Apologise
- Empathize
Listen
Listen carefully and attentively to what the guest has to say. When we listen to the guest we show him the we are interested, we care for his feelings. Also gather as much information as possible, the more information we have about the incident it give us a better opportunity to solve the problem.
Apologise
When you have finished listening to the guest, regardless of whose mistake it is firstly apologies to the guest. Assure the guest that you are going to investigate and let him/her know about the result.
Empathize
Empathize with the guest and let him know that we understand how he feels about it and such a thing should never have happened.
Important things to bear in mind while handling complaints to the guest.
- Keep your calm whenever handling complaints Being aggressive only aggravates the situation. Keeping calm keeps the person in a problem solving frame of mind.
- Keeping focus on a
- Offer a Replacement to the guest.
- Let the guest take the decision
- Tight corners should looked as an opportunity for better guest relations
- Make sure to get back to the guest in the promised time.
- Never argue with the guest.
- Don’t try to make justification.
- The guest is always right, even if he is wrong.
- Make sure the guest goes happy and returns.