Source: ehotelier.com by Alan Fairweather
Hospitality is intensively customer-oriented. Therefore, professionally handling of an unsatisfied/unhappy customer is a must in hotels. It is normally to have mistakes or something went wrong within the hotels, however, the responses to such complaints or mistakes can be the turning points of the guests' experience. If it is professionally handled, it can possibly become a "plus" of your business and the customers will forgive the mistakes.
In his article, Alan Fairweather has listed ten key points of what to do (and what not to do ) when dealing with angry guests.
1. Don't take the guests' attitudes personally, meaning, we need to be fully aware of our tone of voice and body language in responding to their complaints and requests. instead of being defensive and self-protective, it is wiser to just fully concentrate on how to solve their problems.
2. Listen. A good listener can effectively smooth out the tough situations. If the customer/guest senses that you care and interested in solving their problems, they are more likely to become reasonable. Write done the facts and what the guests' are complaining or what they want. The action itself shows your respect to the guests and that you are willing to do something for them. Also, try to paraphrase what the problems are to ensure you fully understand the guests' concerns. This will also let the guests know that you are listening.
3. Use names. Use the names of the guests when addressing the issues. It shortens the distance between you and the angry guest and shows the guest recognition. Also, make sure they know your name, and that you will take ownership for the problem. DO NOT blame others.
4. Watch out for the customer's ego. Do not interrupt when the guests are speaking; Do not argue with an angry guest; Do not jump in with solutions (let the guest finish what he/she wants to say); Allow them to let off steam; Do not say "calm down". In short, spend time with the guests and find out what they want and why they are not satisfied, then walk them through possible solutions that you can offer - this will show your wiliness to assist them and your respect of them as valued guests.
5. See it from the customer's point of view.
6. Be aware of your tone of voice and body language - be sincere. You want to pass the message that you really want to solve their problems and make them happy, so your voice, facial expressions, and body language should be coherent in that way.
7. Words to avoid. There are certain ‘trigger' words that cause customers to become crankier, especially in emotionally charged situations and they should be avoided.
‘Can't,' can be replaced with — ‘I'm unable to because....'
‘I'll try,' which is pretty wishy-washy, can be replaced with something more honest — ‘This is what I can do' or ‘This is what I'm unable to do'
‘But' is a word that contradicts what was said before it, replace it with — ‘And' or ‘However' (which is a soft ‘but')
Instead of saying ‘but' you could leave it out altogether. For example; instead of — ‘I agree with what you're saying but I can't help you' use — ‘I agree with what you're saying. The reason I'm unable to help you is…'
Sorry is an overused word, everyone says it when something goes wrong and it's lost its value. How often have you heard — ‘Sorry about that, give me the details and I'll sort this out for you.' Far better to say ‘I apologise for…' And if you really need to use the sorry word, make sure to include it as part of a full sentence. ‘I'm sorry you haven't received that information as promised Mr Smith.' (It's also good practise to use the customers name in a difficult situation).
8. Empathize. It has to be a genuine response that you understand how the guest feels.
9. Build rapport.
10. Keep your promise.
Hospitality is intensively customer-oriented. Therefore, professionally handling of an unsatisfied/unhappy customer is a must in hotels. It is normally to have mistakes or something went wrong within the hotels, however, the responses to such complaints or mistakes can be the turning points of the guests' experience. If it is professionally handled, it can possibly become a "plus" of your business and the customers will forgive the mistakes.
In his article, Alan Fairweather has listed ten key points of what to do (and what not to do ) when dealing with angry guests.
1. Don't take the guests' attitudes personally, meaning, we need to be fully aware of our tone of voice and body language in responding to their complaints and requests. instead of being defensive and self-protective, it is wiser to just fully concentrate on how to solve their problems.
2. Listen. A good listener can effectively smooth out the tough situations. If the customer/guest senses that you care and interested in solving their problems, they are more likely to become reasonable. Write done the facts and what the guests' are complaining or what they want. The action itself shows your respect to the guests and that you are willing to do something for them. Also, try to paraphrase what the problems are to ensure you fully understand the guests' concerns. This will also let the guests know that you are listening.
3. Use names. Use the names of the guests when addressing the issues. It shortens the distance between you and the angry guest and shows the guest recognition. Also, make sure they know your name, and that you will take ownership for the problem. DO NOT blame others.
4. Watch out for the customer's ego. Do not interrupt when the guests are speaking; Do not argue with an angry guest; Do not jump in with solutions (let the guest finish what he/she wants to say); Allow them to let off steam; Do not say "calm down". In short, spend time with the guests and find out what they want and why they are not satisfied, then walk them through possible solutions that you can offer - this will show your wiliness to assist them and your respect of them as valued guests.
5. See it from the customer's point of view.
6. Be aware of your tone of voice and body language - be sincere. You want to pass the message that you really want to solve their problems and make them happy, so your voice, facial expressions, and body language should be coherent in that way.
7. Words to avoid. There are certain ‘trigger' words that cause customers to become crankier, especially in emotionally charged situations and they should be avoided.
- Have to — as in — ‘You'll have to speak to the sales department yourself'
- I can't or you can't — as in — ‘I can't do anything about that' or ‘You can't do that'
- I'll try — as in — ‘I'll try and speak to finance department today'
- But — as in — ‘I agree with what you're saying but…'
- Sorry — as in — ‘I'm sorry ‘bout that'
‘Can't,' can be replaced with — ‘I'm unable to because....'
‘I'll try,' which is pretty wishy-washy, can be replaced with something more honest — ‘This is what I can do' or ‘This is what I'm unable to do'
‘But' is a word that contradicts what was said before it, replace it with — ‘And' or ‘However' (which is a soft ‘but')
Instead of saying ‘but' you could leave it out altogether. For example; instead of — ‘I agree with what you're saying but I can't help you' use — ‘I agree with what you're saying. The reason I'm unable to help you is…'
Sorry is an overused word, everyone says it when something goes wrong and it's lost its value. How often have you heard — ‘Sorry about that, give me the details and I'll sort this out for you.' Far better to say ‘I apologise for…' And if you really need to use the sorry word, make sure to include it as part of a full sentence. ‘I'm sorry you haven't received that information as promised Mr Smith.' (It's also good practise to use the customers name in a difficult situation).
8. Empathize. It has to be a genuine response that you understand how the guest feels.
9. Build rapport.
10. Keep your promise.
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