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HOW TO HANDLE COMPLAINTS

HOW TO HANDLE COMPLAINTS. PURPOSE. ► To prevent the guest from getting more annoyed and to solve the complaint. POLICY. ► All complaints must be taken seriously whether or not the guests are in the right or wrong. ► The complaints must be investigated to prevent recurrence. PROCEDURES.

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HOW TO HANDLE COMPLAINTS

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  1. HOW TO HANDLE COMPLAINTS PURPOSE. ► To prevent the guest from getting more annoyed and to solve the complaint. POLICY. ► All complaints must be taken seriously whether or not the guests are in the right or wrong. ► The complaints must be investigated to prevent recurrence.

  2. PROCEDURES. • When approaching the guest, have a pleasant disposition and greet him. • Listen to the complaint attentively and with concern. Do not interrupt. • Apologize to the guest whether the guest is right or wrong. • Ask relevant questions so as to understand the nature of the complaint. (This will help to solve the complaint more clearly. • Repeat the facts so as to get correct picture. • Inform the guest what you can do. Convince him action will be taken. • Take the corrective action immediately. • Follow through. • Inform manager / supervisor so that preventive measures can be taken against such a complaint occurring the future. • If possible, inform the guest of the result of the action.

  3. THE ABC APPROACH OF TURNING PROBLEMS INTO OPPORTUNITIES. A- Apologies for the problem. B- Be Understanding. C- Correct the problem. D- Discuss what the customer wants done. E- Explain what actions you will take. F- Follow through on the agreed solution.

  4. POLA ABC DALAM MENGUBAH MASALAH DALAM KESEMPATAN A- Mohon maaf dikarenakan ada masalah. B- Mencobauntuk lebih pengertian. C- Memperbaiki masalah yang ada. D- Membahas apa yang diinginkan oleh tamu. E- Menjelaskan tata cara mengulangi. F- Mematuhi apa yang telah disetujui.

  5. REMEMBER : • I’m sorry – It happened to you. • I’m glad – You told me about it. • I’m sure – We can do something to help you.

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